• Provide quality customer service in the KanCare Contact Center. • Gather thorough documentation and enter information into various systems. • Answer questions about the eligibility process and provides general program information for Family Medical and E&D/LTC Programs. • Respond to calls courteously, accurately, and concisely. • Provide a high-quality customer service and focuses on the accuracy of information provided. • Evaluate information received through a phone contact and ask appropriate follow-up questions, solicits additional information, and evaluates the potential impact of the information provided.

• Under general supervision and following established practices, policies, and guidelines, provides patient relations support to Patient Financial Services • Identifying, analyzing, resolving and responding to customer inquiries, concerns and issues • Following up on accounts to ensure payment and resolution • Work independently and have strong customer service skills • Strong analytic and prioritization skills and the ability to understand, interpret and explain payor contracts and CSMC billing and collections policy and practices.

• Actively listen and be an advocate for customers • Resolve customer inquiries and issues efficiently while documenting all interactions • Educate customers about available resources and assist them in navigating their options • Anticipate customer needs and provide proactive solutions to enhance satisfaction • Collaborate with team members and other departments to address service issues • Document all customer correspondence and maintain confidential records

• Respond to business clients and their consumers through digital channels (chat and email), handling questions, requests, and issues efficiently and empathetically • Work an overnight schedule, Monday to Sunday, from 12:00 AM to 8:30 AM (Eastern Time), on a stable late-night shift • Develop a deep understanding of Paramount Commerce’s products and services to provide accurate, consistent, and helpful support • Collaborate with internal teams to investigate inquiries and resolve them in a timely manner • Ensure all interactions are well documented and compliant with internal processes and standards • Embrace a continuous-improvement mindset by identifying opportunities to optimize processes, tools, and the customer experience • Monitor customer accounts for potentially fraudulent activity and take appropriate action • Participate in special projects aimed at improving product quality, service delivery, and customer satisfaction • Perform various administrative tasks as required