• Be there for our customers: You will always have an open ear for customers on the phone and provide support at all times, whether they have questions about our charging stations or our mobile app. • Handle written inquiries: In addition to phone support, you will manage written inquiries, proactively look for new solutions, and collaborate closely with the entire customer care team and other stakeholders at Qwello. • Optimize and set up internal processes: By interacting with customers you will learn what matters most to them and identify recurring issues. You are encouraged to propose improvements to processes. • Inspire customers and colleagues: With your friendly, service-oriented manner you will engage customers with our product and be a positive addition to the team.

Role Description The Patient Accounts Customer Service Representative is an integral member of the Revenue Cycle team, responsible for delivering exceptional service to patients while supporting the financial health of the organization. This remote role serves as the first point of contact for patient account inquiries, assisting patients with billing questions, payment arrangements, refunds, and account resolution. Schedule: Monday - Friday, 9am - 5:30pm PST. Key Duties and Responsibilities - Answer incoming patient phone calls in a professional, courteous, and timely manner while providing accurate information regarding billing, balances, payments, and account status. - Respond to voicemail messages and make outbound calls to patients to resolve outstanding balances, discuss account discrepancies, and assist with payment-related inquiries. - Review patient accounts for accuracy, ensuring demographic, insurance, and claim information is complete and correct prior to billing. - Process patient payments securely and accurately while maintaining compliance with organizational policies and payment handling procedures. - Manage self-pay credit balances by reviewing accounts, determining appropriate resolution, and requesting patient refunds as needed. - Perform follow-up on outstanding patient accounts receivable balances to ensure timely resolution and payment collection. - Maintain detailed and accurate account notes for all patient interactions and account activity. - Complete duties and assist others as directed. - Must follow all policies as introduced during new teammate On-Boarding, updated real-time and outlined in Teammate Handbook. Qualifications - High School diploma or GED. - Minimum 1-2 years’ experience within a medical office, healthcare billing, or revenue cycle environment required. - Experience handling high call volumes in a customer service environment preferred. - Experience with Nextgen and SIS Billing Systems a plus. - Knowledge of insurance billing, patient balances, and account reconciliation processes preferred. Requirements - Strong customer service skills with the ability to communicate empathetically and professionally with patients regarding financial matters. - Excellent verbal and written communication skills. - Knowledge of medical billing terminology, insurance processes, and patient account workflows. - Ability to work independently while following detailed instructions and established procedures. - High level of attention to detail and commitment to accuracy. - Ability to effectively use Office equipment. - Basic knowledge of Microsoft Office Word and Outlook. - Understanding of and adherence to all safety, risk management and precautionary procedures, including the consistent respect for confidentiality (HIPAA). - Using time efficiently, with meticulous attention to detail, accuracy, and completion. - Ability to manage multiple factors for the best result. - Resourcefulness in addressing first level problems and tenacity to see things through to solution. - Ability to remove oneself personally from given situations, remaining objective. - Able to adapt to change, delays or unexpected events while maintaining a positive mindset. - Clear oral and written communication. - Ability to provide feedback to improve performance. - Self-motivated; able to work following specific guidelines and in accordance with detailed instructions; measure self against standard of excellence, overcome obstacles and challenges with little supervision. Benefits - Comprehensive and competitive benefit and pay package including health coverage. - 401k with match and profit share. - PTO and more.

• Respond to customer enquiries via email, chat, and other non-voice channels in a timely and professional manner • Provide accurate information about products, orders, and general support queries • Enter and process customer orders accurately and efficiently within internal systems • Troubleshoot issues and guide customers toward practical solutions • Collaborate with internal teams to resolve more complex concerns • Maintain clear and organised records of customer interactions • Utilise AI agents and AI tools to improve efficiency, streamline workflows, and enhance customer support processes • Support the creation and improvement of help guides, FAQs, and knowledge base content • Identify recurring issues and share insights to help improve processes and customer experience

Role Description We have a great opportunity to join our CS&Q team. We are looking for a confident and professional Customer Experience Leader to work as part of our improvement team. This role will involve focusing on customer, connecting, and amplifying customers across the UKI zone, using customer insights to identify and implement improvement actions across the end-to-end customer journey to grow customer satisfaction and loyalty within UK&I Zone. - Act as the Customer Experience Advocate, providing regular insights from NSS/OES surveys across UKI zone. - Develop & lead CX plan within the zone, focusing activities on key personas & key touchpoints. - Support stakeholder engagement across the UK&I zone with insights and key personas for CX (including VIP) by topic for UK&I. - Provide knowledge and expertise on E2E customer journey for key personas, ensuring these are known and understood by employees across the UK&I zone. - Develop and manage shift to sentiment driving & deploying new tools as part of the transformation (e.g. Medallia apps, LivingLens). - Lead Customer connect programme with key customer personas. - Partner with Commercial teams & GSC CX on customer connect programme. - Lead Customer Mindset programme (workshops) as part of memorable experience. - Lead and deploy annual OES programme, managing alert management. - Be the SPOC with Global CX ensuring UKI aligns with global CX programme and continues to evolve. Qualifications - 2 - 3 years relevant experience (Customer Experience). - Knowledge and experience of CX/CI tools to resolve and prevent reoccurrence of customer issues (CJM, A3, Lean, Six Sigma). - Self-motivated, results oriented and able to work on own initiative is essential. - Strong communication & influencing skills, with the ability to communicate & influence within all levels of the organization to drive customer experience & ensure effective resolution of improvements. - Ability to work collaboratively with cross-functional teams. - Be proficient in software tools (MS Office, Visio, bFO, Medallia). Requirements - Certified Lean, Six Sigma Green/Black Belt or CX Certified (desired). Benefits - Opportunity to drive significant impact on customer satisfaction and business growth. - Leadership role in shaping customer experience strategies. - Collaborative environment with exposure to multiple business functions. - Professional development and growth opportunities. - Chance to build and influence customer-centric culture across the organization.