Role Description This position is part of a team of representatives who respond to member and provider inquiries regarding benefits, eligibility, status of claims, and other related issues to provide information and facilitate and/or coordinate appropriate resolutions. To be successful in this role, you: - Are committed to serving the underserved community and treating others with respect, courtesy, and maintaining member confidentiality. - Are knowledgeable of Washington Apple Health state medical insurance. - Are knowledgeable of medical terminology and healthcare. - Desire to be part of a collaborative, ever evolving, dynamic team. - Have a minimum of one (1) year of customer service and/or call center experience preferably in insurance, managed care, or from a provider setting. - Are comfortable working in a 100% remote environment. Essential functions and Roles and Responsibilities: - Provide first call resolution by responding accurately and courteously to member inquiries regarding benefit interpretation, eligibility, accessing care through plan providers and other related issues under Washington Apple Health, Cascade Select Plans and other products as offered by Community Health Plan of Washington. - Document inquiries, complaints, and other data in computer database in an accurate, clear, and timely manner. - Meet attendance and call quality standards. - Perform all functions of the job with accuracy, attention to detail and within established timeframes. - Other duties as assigned. Essential functions listed are not necessarily exhaustive and may be revised by the employer, at its sole discretion. Qualifications - Ability to gather and assess information from multiple systems, apply protocols, and determine appropriate actions. - Ability to use MS office products such as Outlook, Word, and Excel. - Excellent verbal and written communication skills, including typing. Requirements - Complete and successfully pass a criminal background check. - Has not been sanctioned or excluded from participation in federal or state healthcare programs by a federal or state law enforcement, regulatory, or licensing agency. - Vaccination requirement (CHPW offers a process for medical or religious exemptions). - Candidates whose disabilities make them unable to meet these requirements are considered fully qualified if they can perform the essential functions of the job with reasonable accommodation. Benefits - The position is FLSA Non-Exempt and is eligible for overtime. - The starting salary for this position is $21.00 with a 5% annual incentive target based on company, department, and individual performance goals. - CHPW offers the following benefits for Full and Part-time employees and their dependents: - Medical, Prescription, Dental, and Vision - Telehealth app - Flexible Spending Accounts, Health Savings Accounts - Basic Life AD&D, Short and Long-Term Disability - Voluntary Life, Critical Care, and Long-Term Care Insurance - 401(k) Retirement and generous employer match - Employee Assistance Program and Mental Fitness app - Financial Coaching, Identity Theft Protection - Time off including PTO accrual starting at 17 days per year - 40 hours Community Service volunteer time - 10 standard holidays, 2 floating holidays - Compassion time off, jury duty Company Description Community Health Plan of Washington is an equal opportunity employer committed to a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to any actual or perceived protected characteristic or other unlawful consideration. Our commitment is to: - Strive to apply an equity lens to all our work. - Reduce health disparities. - Create an equitable work environment.

• Manage day-to-day support operations for a team of 8-10 Support Engineers. • Lead the onboarding, technical mentoring, and career coaching for all direct reports. • Conduct regular 1:1s and performance management reviews to ensure team alignment and growth. • Oversee the support queue to ensure SLA/SLO adherence, including response and resolution times. • Act as an internal escalation point for both complex technical issues and difficult customer situations. • Align team activities and outcomes with the strategic roadmap set by the VP of Customer Engineering. • Partner with Support and CX Operations to refine workflows and improve internal tooling like Jira, Incident.io, Kapa.ai, and PagerDuty. • Perform regular QA reviews on tickets to maintain technical accuracy and brand voice. • Analyze support data and customer feedback (CSAT) to identify and report trends to leadership.

• Manage day-to-day support operations for a team of 8-10 Support Engineers. • Lead the onboarding, technical mentoring, and career coaching for all direct reports. • Conduct regular 1:1s and performance management reviews to ensure team alignment and growth. • Oversee the support queue to ensure SLA/SLO adherence, including response and resolution times. • Act as an internal escalation point for both complex technical issues and difficult customer situations. • Align team activities and outcomes with the strategic roadmap set by the VP of Customer Engineering. • Partner with Support and CX Operations to refine workflows and improve internal tooling like Jira, Incident.io, Kapa.ai, and PagerDuty. • Perform regular QA reviews on tickets to maintain technical accuracy and brand voice. • Analyze support data and customer feedback (CSAT) to identify and report trends to leadership.

Role Description Every day, patients, providers, and partners come to Helix at moments that matter, like a patient signing up for a research study, a provider with a clinical question, or a partner organization launching a program at scale. Researchers are becoming a part of this picture too, leaning on our clinicogenomic database to advance scientific discovery. Helix is reshaping customer service into an AI-augmented operating model and the Head of Customer Service is the person driving this build forward. You'll partner with AI Ops on the technical work, lead the CS team, and work closely with the Head of Strategy & BizOps to shape where CS goes next. This is a role for someone who balances systems thinking with the people leadership it takes to bring a team through transformation. Key responsibilities: - Lead the AI transformation of the team, partnering with internal AI Ops engineers on the technical build and defining what the system should do and what’s worth automating. - Bring a strong point of view on where CS needs to go, partnering closely with the Head of Strategy & BizOps on direction, team structure, and capability gaps. - Lead the CS team, setting direction, coaching, and keeping the team delivery-ready through the transformation. - Own the knowledge base maintenance model and feedback loop across AI Ops, Product, Clinical, Partner Success, and Commercial. - Bring the voice of the customer into Product prioritization, and partner with Sales and Marketing to establish clear service expectations for new types of inquiries as they emerge. - Define and codify the "never automate" ruleset (high-distress moments, clinical queries, enterprise escalations, and other contacts where human judgment must lead), revisiting as the system matures. - Own the metrics that tell the story (CSAT, AI resolution rate, escalation rate, first-contact resolution, first response time) and the weekly reviews where the team acts on what the data shows. - Develop sharp intuition for what moves each metric, with readiness to experiment when answers aren’t obvious. - Surface insights to leadership on what's working, what isn't, and where to invest for the most impact. Qualifications - 8+ years in customer experience, support, or operations, with hands-on experience leading systems and process transformation. - A clear understanding of AI in customer service, with a framework for what it should and shouldn’t do. - Preference for process over headcount, with judgment to know when hiring is the right answer. - Demonstrated ability to coordinate across teams without direct authority, and surface tradeoffs. - Strong organizational discipline and people leadership, with comfort leading a manager who owns daily team delivery. - Uses data and metrics to evaluate performance, communicate what's working, and identify what to improve. - Excellent communication skills, able to tell a clear story about how the function is doing and flag what matters to leadership. Pluses - Experience in healthcare, genomics, or other industries serving patients and providers where service quality directly affects customer outcomes. - Prior experience with AI in a service or ops context. - Experience with HubSpot, Dialpad, or comparable CRM / contact center tooling. - Experience working across both consumer and partner / B2B2C channels. Expected Interview Process - 1) Recruiter Screen - 2) Manager Screen/Tech Screen - 3) Onsite - 4) Offer Expected Pay For This Role - Expected Helix Base: $110,000 - $135,000 - Expected Helix Discretionary Annual Bonus: 20% of your annual salary - Equity: We offer generous equity at Helix. If you receive a Helix offer your recruiter will book dedicated time with you to educate you on our equity model. Benefits - Comprehensive Health Insurance with Date of Hire eligibility - Above average employer paid premium coverage - 12 weeks Helix Paid Parental Leave option - 401(k) with employer matching of up to 3% and 100% Vesting on the Date of Hire - Comprehensive Well-Being Benefits - Flexible PTO - Remote options for many roles and a home office stipend What you'll accomplish In your first 3 months: - Built working relationships with the CS Manager, the CS team, AI Ops, and cross-functional stakeholders (Product, Clinical, Partner Success, Commercial). - Developed a clear, data-grounded view of current operations (volumes, contact drivers, team performance, gaps) and absorbed the AI transformation plan in motion. - Tested and refined AI-assisted triage and escalation while humans handle customer responses. - Set a working rhythm with the CS Manager on how the transformation work connects with daily operations. - Formed a strong point of view on where CS needs to go over the next 12 months, grounded in direct observation and developed with the Head of Strategy & BizOps. In your first 6 months: - Shipped AI-assisted triage and escalation across all written channels, with first use cases identified for full AI end-to-end resolution. - Evolved the knowledge base maintenance model based on actual use. - Built a working voice-of-customer rhythm with Product. - Partnered with the Head of Strategy & BizOps on the team structure for where CS is going. - Delivered early impact in key metrics (CSAT, AI resolution rate, escalation rate). Company Description Helix is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws.