• The Patient Advocate will handle a variety of complex inbound and outbound inquiries to assist and empathize with our customers. • Responsible for coordinating testing services for patients by reviewing test request forms and additional documentation submitted with a patient specimen to ensure accurate and timely testing. • Working with healthcare providers to complete the required documentation and sample submission. • Confirming insurance eligibility and benefit levels. • Communicate with patients to explain insurance coverage benefits and test information including process and turnaround time. • Independently manage assigned work and meet production and quality metrics. • Identify issues and trends and collaborate with your team and leadership to develop best practices to ensure we are providing the best service and experience to all customers.

• Overseeing day-to-day customer service operations • Ensuring efficient handling of inbound and outbound calls while maintaining high-quality service standards • Managing a team of customer service representatives • Providing coaching and performance feedback • Monitoring workflow to meet client-specific service levels • Ensuring accurate and timely updates to policy information • Compliance with all regulatory requirements (including HIPAA) • Maintaining strict adherence to established communication scripts and procedures

Role Description Join Our Dynamic Team and Make a Meaningful Impact! Are you passionate about helping others navigate complex systems and achieve life-changing outcomes? We are seeking a Member Liaison to join our growing team. In this essential role, you’ll manage a caseload of pending Social Security applications, ensuring that all required documentation and information are collected to move each case toward a successful approval. You will serve as a bridge between our members and government agencies, providing exceptional service, timely follow-ups, and proactive problem-solving to ensure our clients receive the benefits they need. What You’ll Do - Manage and monitor a caseload of pending Social Security applications daily. - Act as a liaison between members and government agencies, conducting outreach via phone calls and letters. - Follow up with agencies to obtain status updates and advocate for expedited decisions. - Prioritize tasks using reports and queries to meet performance benchmarks. - Escalate complex or aging cases when necessary and recommend solutions. - Provide excellent customer service by educating and counseling members about the Social Security application process. - Accurately maintain demographic and case information in a proprietary database. - Prepare documentation for appeals in case of application denial. - Assist with team training, cross-training, and continuous improvement initiatives. - Participate in departmental projects and committees as assigned. Qualifications - Bachelor’s degree in a related field or equivalent combination of education and experience. - 1+ years of customer service or call center experience, preferably in healthcare. - Familiarity with medical terminology and health insurance, preferred. - Bilingual in English and Spanish, Portuguese, Vietnamese, Chinese, Russian are highly encouraged to apply. - Strong written and verbal communication skills; active listening a must. - Proficiency in Microsoft Office, data entry, and CRM/database systems. - Exceptional organizational skills and attention to detail. - Ability to handle a high volume of outreach calls and manage multiple priorities. - Emotionally mature with the ability to interact with a vulnerable population. - Willingness to work flexible hours 11-7 pm or 12-8 pm shifts and contribute to a team-driven environment. - Remote options are available M-F 40 hours per week. Benefits - Make a Difference: Your work will directly impact the lives of low-income and disabled individuals, improving their access to vital benefits and services. - Collaborative Environment: Work with a supportive team dedicated to the same cause and share your ideas to create positive change. - Equal Opportunity: We value diversity and foster an inclusive work environment. - Professional Growth: We encourage personal and professional development and provide opportunities for advancement within the organization. - Competitive Compensation: Enjoy a competitive salary package with benefits. - Flexible work options: Remote or Hybrid.

Service Center Representative Remote Full Time Sentinel Group Entry Level Location Note: This is a hybrid or remote role. Work hours are Monday-Friday, 10:30am-7:00pm EST. Open to candidates in the following US states: Massachusetts, New York, Michigan, Arizona, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Louisiana, Maine, Minnesota, North Carolina, New Hampshire, New Jersey, New Mexico, Nevada, Ohio, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Washington. The Purpose of Your Role: We are seeking an outgoing, highly motivated individual to join our company as part of our Service Center team. This individual will work in a team-oriented environment while acting as the point of contact for our clients’ participant inquiries relating to employee benefits, including 401(k), Flexible Spending Account and COBRA Plans. The ideal candidate will be committed to providing superior customer service while being self-motivated to learn industry material to grow within Sentinel. What you'll bring to Sentinel: - Customer-centric attitude and commitment to doing what is right for our participants - Positive and fun perspective to your daily interactions - Team player and continuous learner – you share your knowledge with your team and our participants and are always looking to further your own knowledge - Ability to both provide and accept feedback and apply that feedback to better your work process. Openness to new learning opportunities and desire to grow within the company - Quick learner, able to multitask, comfortable working in multiple applications What you’ll be responsible for: - Respond to our clients via telephone and electronic inquiry tools for multiple lines of business. - Use problem solving skills to assist participants with their requests. This will entail applying knowledge of the industry, our systems and processes, and all other available resources to provide complete and accurate solutions to our participants. - Act as the face of Sentinel to our participants, knowing that each interaction you have is an opportunity to demonstrate our superior level of quality service. - Serve as a liaison between participants and various internal departments by building relationships About you: We are looking for innovative thinkers to drive our business forward—someone with an entrepreneurial spirit, customer focus, drive, determination, and the strength of character to challenge the status quo. The financial services industry is forever changing and we are looking for someone who is flexible and willing to embrace change. Preferred qualifications: - Participant facing customer service experience - A sincere interest in working within/ learning about the financial service industry - A passion for customer service - Team-oriented attitude and ability to work well with others towards common goals Nice to haves: - Experience in benefits administration, human resources, investment services, and/or other related fields is preferred - A Bachelor’s degree is preferred but not required Salary Range: $22.00 per hour At Sentinel, compensation is calibrated to your geographic location to reflect local market conditions; the posted salary range may vary based on where you live. What you’ll be part of: Joining our company means becoming part of something special. We're driven by a mission to excel in our industry and within our team, supported by people who truly care about our organization. Sentinel was recognized by The Boston Globe as a Top Place to Work in 2020, 2023, and 2025. The firm also earned the Top Workplaces USA Award from Energage through 2021-2026. At Sentinel, we welcome people from diverse experiences, backgrounds, and perspectives – and we wouldn’t have it any other way. So even if you don’t meet every single requirement, please consider applying if you like what you see. Our priority is to find talented individuals who enrich our team culture, contribute with enthusiasm, and are passionate about what they do. Sentinel is an equal opportunity employer and welcomes everyone to our team. If you need reasonable adjustments at any point in the application or interview process, please let us know. Some of our Benefits: - PTO (vacation, sick, personal time bank) - FTO (Flexible time off for vacation, sick, and personal time) after 2 years of service - 12 Paid Holidays (10 stated and 2 floating holidays) - 2 Community Volunteer Days - 5 Summer Half Days - Medical, Dental, Vision - Life Insurance - LTD & STD - Retirement Plan with 4% Employer Match - Parental Leave See What We Stand For: https://www.sentinelgroup.com/About-Us/Join-Our-Team Who we are: Sentinel Group proudly serves nearly 5,000 clients throughout the U.S. For 35+ years, we’ve remained devoted to positively impacting the lives of our people, our clients and our communities. With a 9-year average associate tenure among our 265 professionals, our team’s commitment to excellent service has positioned Sentinel as the only provider who makes benefits EASY: easy for your people; easy for your business; and easy for you. Our ultimate goal is to help companies and their employees prepare for their future health, wealth and retirement needs. Whether it’s through retirement plans, group health insurance, reimbursement accounts or financial planning, we engineer simple solutions and continuously strive to make them better. Our in-house experts – and their commitment to excellence – define who we are. Sentinel is also one of the largest employee benefits firms in Massachusetts (Boston Business Journal) and was named a 2022 Retirement Plan Adviser of the Year in the Mentorship category (PLANADVISER Magazine).