Role Description At Omnicare, compassion is at the center of everything we do. As you support Omnicare, a CVS Health company, we will support you by offering all the tools and resources you need in a collaborative team-based environment. Our goal is to ensure that you are able to provide top-tier service and resolution for our patient accounts. As a Private Pay Researcher , you will be responsible for monitoring and researching billable insurance on patient accounts in a long-term care setting. This role is essential to ensuring patient financial services are handled properly. The Private Pay Researcher is responsible for resolving any resident billing questions or concerns. - Serve as customer support for long-term care residents, responsible parties, and facilities. - Collect information and verify account specific billing, insurance, and coding. - Update and document customer accounts designated in work queues. - Verify accuracy of existing account standing and progress accounts accordingly. - Conduct outbound calls to reconcile account issues and outstanding account balances. - Ensure compliance through strict adherence to federal and state laws, as well as company policy. - Payment processing and post follow-up. - Participate in corporate campaign strategies to further leadership led initiatives. Qualifications - 1+ years of experience in customer service and a high-volume call environment. - Demonstrated proficiency in Microsoft Office Suite, specifically Outlook, Word and Excel, as well as technical proficiency in working in multiple systems and softwares simultaneously. Requirements - Strong written and verbal communication. - Strong technical knowledge, including an ability to troubleshoot issues, navigate websites, and toggle between various systems and screens. - Excellent problem-solving and adaptability skills. - Ability to work independently. - Previous experience with long-term care facilities. - Previous experience working from home. Education - High school diploma or GED. Benefits - Comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. - Medical, dental, and vision coverage. - Paid time off. - Retirement savings options. - Wellness programs and other resources, based on eligibility. Pay Range The typical pay range for this role is: $18.50 - $42.35. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

• Conduct end-to-end user research across the customer lifecycle, including registration, first deposit, activation, retention, churn, and reactivation journeys • Analyse payment and wallet experiences, including deposit flows, payment method coverage, withdrawal journeys, and transaction clarity • Evaluate promotional mechanics and user engagement across features such as wagering requirements, bonus structures, and campaign interactions • Support audience segmentation initiatives and help create tailored UX experiences for different user groups including VIP, high-value, casual, and recreational customers • Research and optimise vertical-specific user journeys including Sportsbook, Casino, and Live Casino experiences • Conduct market-specific and localisation research to improve regional user experiences • Partner with Product teams to proactively identify research opportunities and influence product strategy • Design and execute a variety of qualitative and quantitative research methodologies including: Usability testing, User interviews, Surveys, Ethnographic research, Behavioural and data analysis • Translate findings into actionable insights and deliver clear reports and presentations to stakeholders • Advocate for users and ensure research findings directly influence product decisions • Collaborate with UX, Product, and Engineering teams throughout the development lifecycle • Improve research frameworks, methodologies, tooling, and internal research processes • Stay updated with industry trends and emerging UX research practices

• **Conduzir pesquisas de ponta a ponta:** Liderar e estruturar pesquisas quantitativas e qualitativas de ponta a ponta, conectando os insights à priorização estratégica de produtos e serviços. • **Triangular dados e métricas:** Cruzar descobertas de pesquisa qualitativa com métricas de produto e dados de mercado para sustentar decisões estratégicas. • **Gerar impacto no negócio:** Traduzir descobertas em recomendações acionáveis, capazes de gerar impacto mensurável nos indicadores (ex: conversão, retenção, NPS, receita e redução de custos). • **Influenciar decisões de produto:** Articular narrativas de valor, apresentando descobertas de forma clara e convincente para stakeholders executivos, conectando dados de usuários a estratégias de mercado. • **Comunicar descobertas:** Conseguir traduzir descobertas complexas em relatórios visuais de forma clara e impactante, conectando os achados com as decisões de negócio para diferentes públicos. • **Contribuir com a estratégia de pesquisa:** Colaborar com a liderança de UX Research para definir prioridades e alinhar o roadmap de pesquisa aos objetivos da empresa. • **Atuar em parceria com times:** Trabalhar de forma próxima aos times de Produto, Design, Dados e Marketing, ajudando a definir hipóteses e medir resultados. • **Orientar e mentorear pesquisadores:** Atuar como referência e suporte para os demais UX Researchers. • **Evoluir a maturidade da área:** Desenvolver frameworks e processos de pesquisa que amplifiquem a maturidade e a eficiência de UX Research em toda a organização. • **Disseminar a cultura de pesquisa:** Atuar como embaixador da cultura de UX Research dentro do Asaas, promovendo o conhecimento e a centralidade no usuário em diferentes times.

• Define and own the CEM UX research roadmap, aligning research priorities with product strategy, migration planning, and the highest-impact customer experience opportunities across the platform • Identify and scope multi-domain research programs that address systemic usability challenges spanning administration, ESPP, batch processing, broker integrations, admin reporting, financial reporting, and participant experiences • Partner with the UX Manager and Director of Product to ensure research investment is directed toward the decisions that carry the most risk, ambiguity, or customer consequence • Lead the design and execution of complex, high-stakes research initiatives — including foundational studies that define user segments, multi-phase evaluative programs that span discovery through post-launch validation, and longitudinal studies that track experience quality over time • Select and apply advanced research methodologies based on the question at hand — including contextual inquiry, ethnographic observation, participatory design, concept testing, unmoderated and moderated usability testing, diary studies, surveys, conjoint analysis, and comparative benchmarking • Design research studies that account for the complexity and specificity of equity compensation workflows • Recruit and manage participant panels across relevant user segments, including equity plan administrators, finance and accounting teams, HR stakeholders, plan participants, broker operations contacts, and Professional Services consultants • Lead research sessions with senior-level customer stakeholders — including VP-level administrators, controllers, and CFO-office contacts