Role Description Provides integrated off-site support to patients, pharmacists, and providers by providing a full-service approach to total quality patient care. Works closely with patients to deliver a full continuum of medication adherence support by utilizing our various tools and applications. Encourages patients of specialty clinics to utilize the hospital partner pharmacy to fully benefit from its superior patient care services. - Remote position but may be required to work onsite in clinic - must be located within 1 hour of Lakeland, FL. Job Duties: - Provide “legendary” care to hospital patients by providing a full suite of custom medication management services. - An off-site member of the clinic team providing prior authorization, financial assistance, patient medication onboarding services, and patient refill/renewal support. - Educate prospective pharmacy patients on how the hospital pharmacy serves patients and improves their overall care. - Handle all medication needs of patients. - Grow the specialty pharmacies patient population by strictly adhering to Shields’ programs and processes with enthusiasm and purpose. - Resolve insurance related issues, complete benefit investigations, including prior authorizations (PAs) as an agent of the provider. - Review the patients need for financial assistance and secure financial assistance when needed and available. - Document patient information within the hospital EMR, Therigy and all Shields proprietary tools as required. - Ensure that patients remain on track with medication regimens - outbound therapy/medication adherence check-ups, refill prescription. - Secure prescription renewals. - Communicate directly with patients to assist them in the awareness of their medications. - Identify medications requiring special storage and/or handling such as hazardous medications and/or refrigerated medication. - Identify supplies necessary for select medications such as sharps containers, needles/syringes, alcohol swabs, Band-Aids. - Answer, resolve and triage inbound inquiries. - Achieve operational objectives by inputting data, performing adjudication on test claims and preparing action plans for follow-up. - Apply observations and recommendations to operational issues, increased productivity, quality, and customer-service standards. - Actively participate in process improvement initiatives. - Protect organization's value by keeping information confidential. - Update knowledge by participating in educational opportunities; reading professional publications; maintaining networks; participating in professional organizations. - Other duties as assigned. Qualifications - Strong interpersonal communication skills. - Exceptional phone skills. - Comfortable with proactively engaging patients telephonically. - Comfortable reaching out to on-site clinicians, payors, and pharmacies telephonically. - Highly proficient in Microsoft Office particularly Excel and Word. - Able to quickly learn other programs, adapt to Shields’ unique model/tools and able to extract relevant information. - Strong organizational skills a must. Requirements - Organized, high-integrity, high accountability, attention to detail, dependable, quality focus, empathetic, good listener/communicator, collaborative. - Consistently arrives to work on-time with minimal unscheduled time off. - Energetic, highly motivated, team player with strong personal and communication skills. - Ability to sit and/or stand with focus at a workstation for a long period of time. - Discretion and confidentiality essential as position deals with highly sensitive and private data. Education/Experience - Required Licensure/Certification: Experienced pharmacy technicians who are state registered as a pharmacy technician. Nationally certified as a CPhT or equivalent is strongly preferred but not required. - Years of Experience: Required 2-3 years, Preferred 3-5 years’ experience as a Pharmacy Technician. - Education: High School Diploma or GED required.

• Lead and oversee daily collections operations across inbound and outbound channels • Ensure achievement of key business metrics including recovery rate, promise-to-pay, right-party contact rate, quality, and productivity • Monitor queues, staffing levels, schedules, and performance trends to maximize efficiency • Develop action plans to address performance gaps and improve operational results • Drive continuous improvement initiatives to enhance workflows, reduce costs, and increase collections effectiveness • Manage Team Leaders and frontline staff, ensuring strong coaching and accountability culture • Conduct regular performance reviews, coaching sessions, and talent development plans • Build engagement strategies to improve morale, retention, and employee experience • Serve as the primary operations contact for client stakeholders • Present business reviews, operational insights, and action plans to internal and external partners • Ensure client expectations, SLAs, and service standards are consistently met or exceeded • Collaborate with Workforce Management, QA, Training, HR, and Recruitment to support program success • Ensure adherence to collections regulations, client policies, and data privacy standards • Monitor escalations, complaints, and compliance risks, implementing corrective actions when needed • Maintain audit readiness and process discipline across the program

Customer Success Manager RemoteCustomer Success & Account Management United States Overview Description At Calabrio/Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. The Customer Success Manager (CSM) is a strategic role that serves as our number one customer and company advocate. The role displays superior customer management and consultancy skills, striving to become a trusted advisor to the customer. The CSM is passionate about the product, engaging customers, ensuring their happiness, and showing the value of the overall solution. The role has strong relationship skills and can create win/win environments for all parties they work with. The CSM will be responsible for having a solid knowledge of Verint Product Solutions and applying this knowledge in all aspects of the job. Principal Duties and Essential Responsibilities - Identify, create, and lead efforts for delivering value to customers by understanding customer strategic outcomes, business challenges, key KPIs and providing recommendations. - Create and deliver a success roadmap that aligns with each customer's unique business goals and objectives. - Drive product adoption, education, and usage across your portfolio to deliver meaningful business outcomes that ensure all contacts are Verint evangelists. - Collaborate with customers to increase their usage and adoption of our solutions to ensure they achieve their desired outcomes. - Be an expert on assigned Verint Product Solutions to speak and demo intelligently about the value and usage of the product. - Responsible for an ongoing assessment of the business value being delivered and acknowledged by the client that can be leveraged for renewals and business growth discussions. - Identify Expansion Opportunities to drive revenue growth. - Negotiate and close renewals with existing customers. - Own working with the customers to: Increase usage and adoption, ensure retention, and create an environment of customer delight. - Evaluate the health scores of our customers using tools like Totango and assign a health score to each customer. Document the rationale for each health score assigned. - Bring intelligent product feedback and recommendations from customers back to the product team. - Advocate customer needs/issues cross-departmentally. - Manage account escalations as needed. - Act as one of the functions echoing the voice of the customer within Verint, ensuring that customer feedback and needs are effectively communicated within the organization. Requirements - Bachelor’s degree or equivalent experience - Minimum of 5-7 years of experience in a customer-facing role focused on Customer Success - A strong sense of urgency to perform actions quickly - Proven ability to drive continuous value of our product(s), with a passion for customers to help them succeed - Proficiency in quickly learning and understanding software, with the ability to effectively communicate and demonstrate their capabilities, whether in a presentation format or through direct demonstrations in a lab environment - A “do what it takes” mentality - Detail oriented and a strategic thinker - Strong team player but a self-starter that can operate independently - Proficiency in managing diverse tasks concurrently, such as handling support escalation calls in the morning, conducting best practices calls during mid-day, and facilitating onboarding meetings in the afternoon, etc. - Ability to effectively and successfully handle customer service issues and conflict situations - Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations Preferred Requirements: - Prior experience in closing renewals and/or professional services opportunities - Experience managing customers of various sizes and knowing how/why to manage them differently - Experience with Totango or other customer success platforms Benefits Benefits: You've learned about what you'll be doing, here are some of the benefits you'll be getting when you join Calabrio: - Global team recognized for their passion and innovation - Innovative product culture and project exposure - Training and development from industry-leading experts - Cutting edge benefit programs that include: 401(k) with company matching; medical, dental, and vision insurance; disability and life insurance; flexible PTO; paid holidays and parental leave; tuition reimbursement and more - We offer market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Starting rate of pay for this salaried position is targeted at $80,000. Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent What we value most…workplace diversity and ensuring an environment of mutual respect.  We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity.  Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements). As an Innovator with Purpose, you’ll feel motivated and genuinely excited to come to work! Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success. We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing . An applicant requesting accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information.

• Identify and pursue new business opportunities across UK educational institutions, sports organisations, charities, and other safeguarding-focused entities. • Develop and execute strategic plans to increase CPOMS’s market presence across multiple sectors, tailoring approaches to fit specific contexts. • Stay informed about industry trends, safeguarding regulations, and sector-specific requirements through market research. • Promote additional products from CPOMS’s suite to address safeguarding and wellbeing needs in education, sports, and nonprofit sectors. • Build and maintain strong relationships with key decision-makers, including Multi-Academy Trusts (MATs), local authorities, sports governing bodies, and charity leaders. • Represent CPOMS at conferences, exhibitions, and events relevant to education, sports, and nonprofit organisations. • Collaborate with government agencies, local authorities, and safeguarding organisations to ensure CPOMS aligns with national safeguarding policies and initiatives. • Set and achieve ambitious sales targets across UK education, sports, and charitable markets. • Prepare tailored proposals and presentations that address the unique needs of various organisations. • Negotiate and close contracts with educational institutions, sports organisations, and charities. • Identify and target prospective schools, sports organisations, charities, and other safeguarding-related institutions. • Develop compelling marketing materials that showcase CPOMS’s ability to address sector-specific safeguarding challenges. • Participate in UK exhibitions and conferences to engage with a diverse audience and promote CPOMS’s solutions.