• Triage and manage customer support tickets in Jira or other internal systems. • Execute assigned support workflows according to Simbe SOPs and internal processes. • Review ticket context, customer requests, internal notes, and relevant system information to determine next steps. • Help resolve common support requests such as: - traversal schedule changes, - customer-requested updates, - map or remap-related requests, - follow-up on missed or degraded traversals, - support cases requiring coordination across internal teams. • Document actions taken clearly so each ticket has accurate, useful context. • Keep tickets organized, current, and moving toward resolution. • Escalate issues to the right internal team when they cannot be resolved through the documented support workflow. • Identify repeated themes, unclear SOPs, or opportunities to improve internal support processes. • Partner with the Customer Support lead to maintain a responsive, reliable customer support operation. • Communicate blockers clearly and proactively.

• Representing the client on the phone to the consumer • Inbound and outbound calling efforts using effective relationship building skills • Navigate multiple systems during calls while functioning efficiently on the computer • Reduce fraud losses focused on customer experience • Analyze account processes and transactions • Reviews and identifies fraudulent activity • Receive inbound calls related to potentially fraudulent activities • Document accounts in a timely manner while speaking with the customer • Work flexible schedule, required weekends and holidays as needed • Achieve schedule adherence and compliance expectations

• Project Coordination & Execution • Active Project & User Support • Contributor Support & Community Management • Vendor & Partner Management • Operational Coordination & Reporting • Stakeholder Communication & Collaboration • Problem Solving & Continuous Improvement

• Conduct patient-facing financial discussions regarding insurance benefits, coverage determinations, and out-of-pocket cost estimates • Explain Kandu's income-based cash-pay program structure and guide patients through tier qualification and enrollment processes • Field inbound calls from patients with questions about their insurance benefits, billing statements, and payment options • Provide clear, accurate information about coverage for Kandu devices across Medicare, Medicaid, and commercial insurance plans • Provide support for patients who have insurance claim and/or statement questions with a focus on single-call resolution. • Interpret explanation of benefits (EOB) documents and communicate findings to patients in accessible language • Navigate billing software to access patient accounts, payment histories, and outstanding balances • Document all patient interactions and financial counseling sessions in company systems • Evaluate patient eligibility for financial assistance programs within established guidelines • Offer and set up payment plans for eligible patients within authorized approval limits • Escalate complex financial assistance cases and exceptions to appropriate leadership for review and approval • Maintain accurate documentation of all patient financial interactions in compliance with HIPAA and company policies • Track and report key metrics related to patient financial interactions and outcomes • Collaborate with Revenue Cycle and Patient Services teams to resolve billing issues and improve patient experience • Stay current on changes to insurance policies, coverage guidelines, and reimbursement regulations