• Responsible for assisting customers who have questions and/or concerns regarding their citation • Identify customers’ needs, clarify information and provide our customers with solutions and/or alternatives • Engage in active listening with customers, confirming or clarifying information and diffusing angry callers, as needed • Meet or exceed call center metrics/KPI’s while providing excellent consistent customer service and adhering to standards and guidelines • Multi-tasking in a fast-paced environment (documenting all customer details in our database, while assisting customers and providing solutions) • Responsible for assisting the Call Center Team Lead with meeting operational objectives by handling calls and additional projects as well as supporting the entire operational team in cross-training initiatives to assist departmental workload • Embrace a collaborative work environment and provide positive feedback to build a climate in which the team can succeed in bringing value and pride to their work. • Treat everyone with respect, dignity, and multi-cultural sensitivity. • Act with transparency and fairness in all transactions with colleagues and leadership

• Act as a liaison between the contact center leadership and the Enterprise Contact Center strategy team • Maintain a unified and effective partnership in the Knowledge Management system • Ensure call center employees have pertinent information for daily job functions • Collaborate with leadership and teams to identify trends and conduct quality reviews • Assist in strategic projects execution • Build training materials in collaboration with the Organizational Development & Learning team

• Provide intermediary service between Client Account Manager or designee and Call Center Communicators. • Support Vice President, Director, Supervisor, and Client Account Manager or designee in all project business initiatives and objectives. • Update training materials and conduct trainings as directed by Call Center Supervisor. • Investigate inquiries and complaints and handle escalations for program. • Inform Supervisor and Client Account Management Team of all system failures/slow-downs. • Assist with call monitoring; provide timely feedback to Call Center Communicators. • Be innovative, using creativity, imagination and information to develop ideas and suggestions for improvements. • Assist the management team with the compilation of individual monthly program metrics. • Disseminate all project information/directives to team. • Lead by example, adhering to corporate compliance and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership. • Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines. • Accurately collect information required by individual programs and correctly document data in specific project databases. • Complete and accurately document Adverse Events and Product Quality Complaints as per client and federal guidelines. • Exhibit effective communication and tele-management skills. • Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed. • Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed. • Adhere to all company policies and Standard Operating Procedures. • Possess effective organizational skills, including working on multiple projects simultaneously. • Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).

• Serve as the primary point of contact for patients entering the healthcare system. • Coordinate the end-to-end registration process, including gathering demographic information and obtaining necessary consent forms. • Manage high-volume appointment scheduling across multiple clinical departments, ensuring adherence to provider-specific protocols. • Perform real-time insurance eligibility checks, obtain prior authorizations, and communicate estimated out-of-pocket costs to patients. • Assist patients in understanding their financial responsibilities and facilitate Point-of-Service (POS) collections. • Maintain the accuracy of the Electronic Health Record (EHR) by identifying and merging duplicate records and updating insurance coverage. • Act as a navigator, providing directions, prep instructions for procedures, and resolving scheduling conflicts with empathy.