• Serve as the first point of contact for members, clients, providers, pharmacies, and clinicians, delivering comprehensive customer support—including technical assistance—with empathy and efficiency • Proactively manage and maintain all assigned work queues, including internal cases, emails, faxes, voicemails, and follow-up actions, ensuring timely resolution • Independently prioritize and execute tasks in a fast-paced, deadline-driven remote environment • Demonstrate advanced proficiency in Microsoft Office, Salesforce Service Cloud, and other relevant platforms to support daily operations • Adhere strictly to all applicable state and federal regulations regarding the handling of personal health information (PHI) • Investigate and resolve service-related issues using helpdesk platforms, with a preference for Salesforce Service Cloud • Collaborate cross-functionally with internal teams to ensure accurate and timely resolution of customer concerns • Document all customer interactions thoroughly and contribute to continuous improvement by escalating unresolved issues, missed opportunities, or process gaps to leadership • Maintain a high standard of responsiveness and professionalism across all communication channels, including verbal, written, and digital platforms such as Microsoft Teams, Outlook, and Service Cloud

• Provide phone, email, and ticket-based technical support for software, hardware, and mobile applications. • Troubleshoot and resolve customer issues using standard processes and troubleshooting methodologies. • Analyze issues of moderate complexity and develop effective solutions aligned with support guidelines. • Document all cases, actions, and resolutions accurately in CRM or ticketing systems. • Prioritize, manage, and close assigned cases within defined service levels. • Escalate unresolved issues or system defects to Tier 2 support with proper documentation. • Identify recurring issues and report trends related to software or hardware performance. • Assist customers with system configuration, setup, and proper application usage. • Provide guidance to customers on best practices for system and mobile platform usage. • Support internal reporting needs including status updates and case progress tracking. • Collaborate with internal teams to resolve cross-functional technical issues. • Perform additional duties such as case reviews, customer follow-ups, and support tasks as assigned.

• Provide product or service information relative to Altor’s product portfolio • Respond to customer inquiries via phone, email, or chat in a timely and professional manner • Provide accurate information and assistance regarding products, services, and policies • Handle customer complaints and concerns effectively • Assist customers with placing orders, tracking shipments, and processing returns or replacements • Develop a comprehensive understanding of our products or services to effectively address customer questions and concerns • Build and maintain strong customer relationships • Maintain detailed records of customer interactions

• Delivers exceptional and consistent customer experiences by demonstrating excellence in understanding and resolving requests with patience, empathy, compassion, and sincerity. • Handles customer inquiries through inbound and outbound calls as well as written communication. • Effectively manages inquiries and concerns related to billing and insurance with the goal of offering payment options and facilitating the processing of payments. • Takes calls from patients, law offices, insurance companies, and other outside facilities to resolve complex billing and insurance issues. • Makes outbound calls and takes inbound calls from patients to resolve balances on accounts with a status that may be aging but has not been sent for collections. • Answers complex billing and insurance questions (i.e. deductibles, co-insurance, co-pays, complex denials and charge disputes, claim resubmissions, eligibility issues, and coding disputes). • Reviews financial information and recommends payment options and/or assistance programs in accordance with client guidelines. • Manages both common and challenging objections and concerns from consumers. • Discusses and helps consumers think through payment resources and makes necessary referrals to the client. • Uses required scripts/verbatims, skillfully navigating guidelines to maximize potential recovery on each call. • Maintains working understanding of account requirements, leveraging related documentation and resources as needed. • Independently and efficiently performs account documentation including notes and codes, making few errors, requiring minimal assistance. • Skillfully works within both internal and client systems. • Adheres to company Core Values and Strategic Anchors.