Role Description The Client Support Representative I plays a critical role in delivering high-quality service to members by resolving inquiries with empathy, accuracy, and efficiency. This entry-level position is ideal for individuals passionate about helping others and interested in building foundational skills in client support within the healthcare, insurance, or benefits space. Key Responsibilities - Member-Level Support - Respond to member inquiries via phone, email, or chat with professionalism and empathy. - Resolve member level issues related to pharmacy benefits, claims, eligibility, and other service needs. - Escalate complex cases to senior support staff as needed. - Document all member interactions accurately to ensure compliance and service quality. - Identify recurring issues and share feedback with leadership for process improvement. - Collaboration & Communication - Work closely with Client Support Supervisors and Account Managers to ensure seamless service delivery. - Participate in team huddles and training sessions to stay informed on product updates and policy changes. - Maintain a positive and solutions-oriented approach in all member interactions. - Review general team processes for accuracy and recommend updates to leadership. - Professional Development - Engage in ongoing training to build skills in customer service, systems navigation, and healthcare knowledge. - Seek mentorship and feedback to grow into more advanced support or account-facing roles. Qualifications - Required - 1–2 years of experience in customer service, healthcare, insurance, or benefits. - Strong verbal and written communication skills. - Ability to manage member issues with empathy and attention to detail. - Preferred - Associate’s degree in Business, Healthcare Administration, or related field. - Familiarity with CRM platforms, call center tools, or SOP documentation. - Interest in career growth within client support or account management. Requirements - Anticipated Weekly Hours: 40 - Time Type: Full time - Pay Range: The typical pay range for this role is $17.00 - $28.46. - This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. Benefits - This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. - The benefits for this position include: - Medical, dental, and vision coverage - Paid time off - Retirement savings options - Wellness programs - Other resources, based on eligibility - Additional details about available benefits are provided during the application process.

Role Description The Consulting Services Team Lead guides a functional team and collaborates with cross-functional teams to deliver high-quality onboarding and post-production cases and projects. As the primary escalation point for issues, this role applies deep OSV service and Workday system knowledge to enhance service consulting and delivery, ensuring alignment with enterprise goals. With a strong grasp of the OSV services, systems, and processes, the Team Lead proactively identifies risks, resolves issues, and mentors junior team members. This position plays a key role in driving initiatives and delivering scalable, effective solutions across the team and functional area. Responsibilities - Assist the team with training & process updates. - Experience coordinating project deliverables. - Partner with our internal teams & Leaders on any process improvements. - Mentor the team & manage performance. - Effective problem solver for internal peers and cross-functional teams. - Review & provide suggestions on OSV Services and onboarding methodology. - Assist in discussions, outlining processes & documentation for any new OSV service offerings. - Administer yearly goal setting/performance review criteria & conduct discussions with the team. - Work effectively with others in a team-oriented environment to meet customer expectations. - Manage project assignments and resource management. - Lead efforts to continue to improve processes and efficiencies for the team and related areas. - Participate in Projects/Cases as a Service Consultant to support our teams and customers. - Other duties as assigned by management. Qualifications - Bachelor's degree or equivalent experience - Workday Integration Certification - 3-5 years of experience designing, building, testing, and deploying Workday Integrations - Expertise with Workday or other HRIS platform - Mentoring or leadership experience - Excellent customer service skills - Proficiency in Microsoft Office (Word, Excel, Outlook) Benefits - Encouragement to learn and share ideas. - Reward for innovative thinking, fresh perspectives, creative collaboration, and hard work. - Values-based culture. - Upward mobility and professional development opportunities.

• Deliver the UHNW client experience • Oversee daily workflow • Provide technical expertise • Foster custodial relationships • Problem resolution • Collaborate cross-functionally • Maintain operational integrity • Contribute to process improvement

Role Description Evaluates, processes, manages and/or audits claims that require complex judgement and investigation such as: - Cancer claims - Leave Absence Management Claims - Short Term Disability claims requiring claim management - Permanent and Total Disability claims - Claims requiring Pre-Existing investigation - Life claims and claims on other life-related products and associated riders - Stop Loss claims All actions are in accordance with Company policy terms, insurance laws, regulatory requirements, department standards and adjusting guidelines. Provides appropriate verbal and/or written communication to internal and external Customers in a positive and knowledgeable manner to ensure a high standard of Customer service. Meets standards established in department performance metrics for appropriate handling of Customer phone calls. Acts as a direct contact and communicates with internal and external Customers and medical providers in a positive, knowledgeable and professional manner, providing them with direction and assistance in all facets of insurance coverage and needs. Qualifications - Minimum 3 years claims processing experience - FMLA/PFML experience required - Prompt and reliable - Advanced knowledge of medical terminology - Proficient with PC Windows-based software, including Microsoft Office - Easily adapts to new software/technology applications and is able to excel in a paperless environment - Advanced contract knowledge - Advanced familiarity with CPT and ICD-10 coding - Possesses a high degree of decision-making ability - Strong research and analytical skills - Flexible work schedule, including willingness to work overtime as needed - Strong communication skills, both verbal and written - Ability to handle fast-paced environment - Professional attitude - Dedicated to providing world-class customer service - Ability to work in a team environment Benefits Compensation range: $24.17/hour to $35.87/hour, plus may be eligible for an annual discretionary company bonus. Actual compensation within that range will be dependent upon the individual's skills, experience/qualifications and geographic zone. For more information on our organization and company benefits please visit our career site at http://americanfidelity.com/careers/ . Company Description