• Answer inbound calls from customers and provide helpful support. • Listen to customers' needs and find solutions to their issues. • Provide accurate information about products or services. • Document customer interactions and issues in our systems. • Follow established processes and guidelines to ensure quality service. • Work as part of a team to achieve customer satisfaction goals. • Participate in training sessions to improve your skills and knowledge. • Stay up-to-date on product and service information. • Escalate complex issues to senior team members when needed. • Help create a positive experience for every customer.

Role Description The Customer Service Representative I responds to customer service inquiries including, but not limited to, benefit information and timely fulfillment of requests for Versant Health Membership, Providers and Client Representatives. Acting as a liaison with internal and external Versant Health business partners to provide exceptional customer service experience. - Responsible for providing exceptional customer service, while answering incoming Member and Provider telephone inquiries in a manner that is always respectful and courteous. - Proficient use of proprietary systems to respond to customer inquiries and requests, adhering to defined customer service standards (e.g., knowledge of in/out of network co-pays, non-plan allowances/retail value as well as the various network relationships). - Act as a liaison coordinating efforts between Member, Provider, Client Representatives and the manufacturing facilities. - Flexibility in work schedule as business needs require. - Ability to identify and perform requirements relative to specialty services (including but not limited to student proof, prior approval, medically necessary contacts, special voucher/authorization processing, and requesting enrollment cards as well as out-of-network requirements) and/or order entry. - Shadow perspective associates and new associates during initial instruction, providing feedback to the hiring management team and trainer. - Ability to probe and identify the critical content of inquiries and route caller as appropriate. - Achieve and maintain individual Key Performance Indicators (e.g., quality, adherence to schedule) at acceptable departmental levels while supporting organizational performance measures. - Perform in adherence to the company core values including but not limited to privacy, confidentiality and proprietary company policies and procedures (i.e., HIPAA). - Participate in any training and educational activities necessary to fulfill at least the minimum requirements as specified within your departmental goals. - Responsibility for reviewing educational notifications and remaining current on procedural changes. - Regular reliable attendance is required. - Meet and/or exceed all performance expectations. - Career opportunity with additional training in skills for higher level positions which will be considered minimal qualifications should open positions become available. - Other duties as assigned. Qualifications - Associate’s degree preferred. - Minimum 1 year of related call center experience. - Knowledge and experience in the insurance, health, or vision care industry preferred. - Proficiency in Microsoft Office. Requirements - All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI). - Associates may have access to covered information, cardholder data or other confidential customer information which must be always protected. - Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program. Benefits - Medical, dental, and paid vision coverage. - Paid time off and company holidays. - Retirement savings with employer contribution. - Employee wellness resources. - Professional development opportunities. - Additional benefits may include flexible work arrangements and employee assistance programs.

• Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements. • Communicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms. • Receive and respond to inquiries related to insurance matters. • Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions. • Document customer interactions and outcomes thoroughly in system.

• The Business Support Specialist handles client inquiries by gathering information through inquisitive questioning to identify the nature of the problem and troubleshoots product and training related questions. • Support and training are provided to clients via phone, email, and live chat. • You will document the issue in Salesforce and offering a resolution, so our clients are successful. • You must be able to understand and build technical knowledge of Meevo’s products, integrations, and business scenarios.