Role Description Responsible for advanced level scheduling for all patients to include scheduling patient appointments via telephone or electronic communication for procedures, follow-up office visits, and ancillary services. Additionally, responsible for obtaining accurate documentation of patient information, physician scheduling, endoscopy center scheduling, requests received via the Patient Portal, and for responding, resolving and/or escalating as required, to all patient related issues. Responsibilities - Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times. - Schedules, reschedules, and manages cancellations and no shows for patient office visits and procedures. - Maintains and updates current information on physicians schedules and endoscopy block time; schedules patients according to physician availability and preference. - Collects and records accurate patient information according to the AGA Documentation Requirements. - Ensures all applicable procedures are scheduled in AGA endoscopy suites; coordinates scheduling of procedures in hospital if necessary. - Ensures all applicable ancillary services are scheduled at AGA. - Handles requests for information or appointment received via the eCW Patient Portal or AGA Website in an efficient and timely manner. - Mails/Emails information packets to patients who are new to the practice. - Addresses questions regarding patient appointments and requests for information from referring providers. - Accurately provides or counsels patients and/or relatives with pertinent information regarding medical treatment or procedures; distributes or mails preps to patients if necessary. - Meets or exceeds quality and productivity standards as set by the Patient Service Leadership team. - Answers emails and voicemails and returns patient calls in a timely and efficient manner. - Completes requests for information from other AGA staff and ensures that they are handled promptly and effectively to guarantee payment on patient accounts. - Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information. - Participates in staff meetings as directed by the Patient Service Supervisor or Manager. - Participates in marketing activities as directed by the Patient Service Supervisor or Manager. - Participates in ongoing customer service training as directed by the Patient Service Supervisor or Manager. - Any other duties and/or special projects as assigned. Qualifications - High School Diploma or GED required. - Certified Medical Assistant preferred. - Strong customer service skills and ability to type 45 words a minute are required. - 2-3 years of call center, eCW, specialty clinic, and/or gastroenterology experience preferred. - Must be computer literate, able to operate healthcare systems and multiple Microsoft Office applications. - Bilingual skills are strongly preferred, but not required. - Must have a quiet place to work remotely, with sufficient internet bandwidth to work effectively from a remote location. Additional Skills and Experience - Possesses the ability to deal with patients, visitors, co-workers, and physicians with courtesy and respect. - Displays a professional outgoing warm and helpful attitude. - Possesses compassion for dealing with people who are ill and need help. - Plan, prioritize, and complete multiple tasks as delegated by the Patient Service Manager. - Work under pressure; assess, respond, and communicate issues in a timely manner. - Communicate clearly with patients and coworkers through the telephone, email, and in-person. - Interpret and apply clinical and non-clinical policies and procedures. Physical/Mental/Environmental Demands Requires sitting and standing associated with a normal office environment; travel within the Metro area required.

• Manage a high volume of inbound and outbound calls • Provide exceptional customer service • Schedule patient appointments accurately using the organization's EMR system • Assist patients in rescheduling or canceling appointments • Verify and update patient demographic and insurance information • Document all patient interactions and maintain accurate call records • Collaborate with clinical staff and other departments to ensure a seamless patient experience • Follow HIPAA regulations to maintain patient confidentiality and data security

Role Description We are seeking individuals who are passionate about helping others, possessing natural empathy, and providing thorough solutions for healthcare-related inquiries. If you find fulfillment in making a positive impact on people's lives, solving complex issues, and offering effective solutions, this role is for you. While call center experience is a plus, it is not a requirement. In this position, you will be answering calls regarding healthcare benefits, assisting members with: - Medicare enrollments - Billing - Claims - Benefits - Other services as mutually agreed There are plenty of career growth opportunities within the healthcare team! You must be flexible: the hours of operation are between 7:45am-11:00pm EST MON-SAT & SUN 7:45AM-8:00PM EST. The Pay Rate is $16.00 per hour, which may be below your state’s minimum wage. Please take this into consideration when applying. Training: 9:00am – 5:30pm EST - Training is 8 Weeks and 3 days classroom and 2 weeks nesting & you cannot miss a day. Paid time off is accrued after 180 days of employment. Medical, Dental, and Vision benefits are available on the 1st day of employment. Responsibilities include: - Manage a steady volume of incoming calls regarding Benefits, Enrollment, Eligibility, Invoicing, Claims, and related topics. - Fully explain the Medicare Part D, Part C Medicare Advantage Programs and Dual Special Need Program (DSNP). - Actively listen to understand customers’ needs and answer their questions, including callbacks and follow-up calls as needed. - Strive for one call resolution by taking all necessary actions to resolve members' issues. - Navigate the Members’ plan benefits, review Client's policy and procedures, while using resources provided by the Client to comply with regulatory guidelines. - Utilize multiple Client systems to provide accurate information. - Demonstrate proficiency in problem-solving skills. - Maintain politeness and a strong focus on servicing the caller. Qualifications - High school diploma, GED, or college degree. - Minimum of 6 months customer service experience. Requirements - Successfully complete customer service assessment & typing test on a computer (not compatible with mobile devices). - Complete a mandatory paid training program with 100% attendance. - Successful completion of a background check is required for this position. - This role is subject to continued monitoring to ensure a distraction-free workspace. - Must have a home internet connection with 25 Download and 10 Upload Speed. - Must be able to hardwire your work computer directly to your home modem via ethernet. - Must have a quiet, distraction-free workspace. Benefits - Paid time off accrued after 180 days of employment. - Medical, Dental, and Vision benefits available on the 1st day of employment. - Health insurance coverage. - Voluntary dental and vision programs. - Life and disability insurance. - Retirement savings plan. - Paid holidays. - Estimated hourly rate of $16.00/hour.

Role Description A Patient Services Representative II will act as a liaison, answer questions, and resolve any emerging problems that our pharmacies/patients might face with accuracy and efficiency. The successful candidate will be able to accept ownership for effectively solving patient issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior. - Receives calls from pharmacies, clients, and patients and provides the requested information or support while following LucyRx’s policies and procedures for the release of information. - Troubleshoots pharmacy claims submission and documents calls in the ticketing system. - Provides clinical call support for prior authorization-related calls and documents in the ticketing system. - Understanding of pharmacy benefit plans and how to access the plan information, as well as how to communicate this information to patients accurately. - Escalates incoming customer service calls when needed to the appropriate party for resolution. - Assist with keeping the pharmacy outreach queues up to date. - Demonstrate OMNI channel experience by effectively managing customer interactions across multiple communication platforms, including phone, email, chat, and other digital channels, ensuring a seamless and consistent service experience. - Cross-department support with projects as needed. - Will be required to provide after-hours support on a rotational basis with other team members. - Other duties as assigned. Qualifications - High School Diploma or GED required. - A current Pharmacy technician license or certification required, in good standing, from at least one state. - A Minimum of 2 years’ experience providing excellent customer service, preferably in a call center, pharmacy or healthcare setting. - Proficient in MS Office Suites – Outlook, Excel, Word, and Teams. - Excellent communication skills. - Excellent customer service skills to maintain LucyRx’s high standard of patient service. - Adaptable and work well in a fast-paced environment, multitasking while keeping focus on the customer. - Flexibility to work different shifts (including evenings, weekends, or holidays). Requirements - Preferred: Bachelor’s Degree in a related field. - Preferred: Pharmacy, PBM or Healthcare experience. - Preferred: High volume call center experience, servicing patients or members with healthcare needs. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is a largely sedentary role; however, some standing, walking, bending, and reaching may be required. Regularly operates a computer, mouse, keyboard, and occasionally other standard office equipment, such as a printer, copier, and phone. Salary $17.50-$20.53 per hour