• Manage behavioral health billing processes • Perform medical coding and claims processing • Maintain accurate billing and patient records • Handle insurance verification tasks • Process insurance claims and follow-ups • Submit and manage prior authorizations independently • Conduct follow-ups on pending authorizations • Utilize the Availity portal for insurance workflows and prior authorizations • Coordinate insurance-related administrative tasks • Handle tasks inside Simple Practice EMR • Assist with client scheduling and documentation support when needed • Provide reliable HIPAA-compliant administrative assistance • Support daily operational workflows to reduce owner workload • Help streamline administrative processes for business growth • Maintain organized and accurate documentation • Appointment setting • Business development support (cold calling / BDR tasks) • Customer service and call handling • Inside sales support and payment collection assistance • Account / client success management support

Role Description We are looking for a Head of Customer Support to build and lead a high-performance customer experience operation that improves customer satisfaction, reduces refunds and chargebacks, and turns support into a strategic business advantage. - Own and improve support KPIs including CSAT, response time, resolution time, refunds, chargebacks, and ticket backlog - Lead, coach, and manage remote customer support agents - Build SOPs, QA systems, macros, workflows, and knowledge bases - Improve automation, AI chatbot flows, self-service systems, and support efficiency - Reduce refunds, chargebacks, and repetitive customer complaints - Deliver actionable customer insights and weekly CX reports to leadership - Collaborate with operations, marketing, and product teams to improve customer experience Qualifications - 5+ years of experience in customer support, CX, or customer operations - Experience managing remote support teams - Strong DTC/eCommerce background - Experience with Shopify and support platforms such as Gorgias, Zendesk, or Intercom - Strong understanding of KPIs, SOPs, QA systems, refunds, chargebacks, and shipping-related issues - Excellent written English and strong operational mindset Requirements - Full-time - Competitive Salary in USD - Work From Anywhere

• Provide information about SNAP EBT transactions to customers • Provide exceptional customer service by addressing inquiries, resolving complaints and guiding customers through solutions • Maintain a thorough understanding of products, services and policies to effectively assist customers • Accurately document customer interactions and transactions across all tools/platforms • Collaborate with other departments to resolve customer issues and escalate complex problems as necessary • Strive to exceed customer satisfaction goals and performance metrics • Continuously seek opportunities to improve the customer experience and streamline processes • Stay updated on product knowledge and industry trends to better assist customers • Ability to work within the defined hours of operation with flexibility needed on weekends and holidays

Title: Customer Support Specialist - Hybrid (Full-time) Location: Iselin, NJ, US Workplace: Full-Time Department: Contact Center Job Description: How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community? Provident is a successful and highly regarded multi-billion-dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania and New York. Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do. At Provident Bank, we are committed to enhancing our customer and employees’ experience. POSITION OVERVIEW: The Customer Support Specialist is responsible to take inbound calls from bank customers and ensure an exceptional customer experience during each call. This role is responsible for engaging clients to interpret needs, troubleshoot and provide solutions to inquiries. Also, this role is responsible for staying abreast of any new and/or changes to existing bank and department policies and procedures, products, services and marketing trends to ensure customer satisfaction All Provident Bank employees are expected to adhere to the Bank’s Code of Ethics, Core Values, and Mission Statement. Works under general supervision. Our contact center operates Monday through Friday from 8:00 AM to 7:00 PM, and Saturdays from 9:00 AM to 2:00 PM. Team members are scheduled to work within these hours, and it’s important that candidates are fully available during this time frame. KEY RESPONSIBILITIES: - Independently responds to customer inquiries regarding the Bank's ATM and debit card services, reviewing transactions, identifying merchants, resetting pins and passwords, and other banking related services. - Receive inbound calls from clients/ business partners and assist them with banking needs, while providing clear and accurate information about bank products and services - Ask provoking questions to uncover client needs, recommend services and products, directs calls to the appropriate staff for assistance as needed while - Creates and mail customer correspondence regarding account information and account holder documentation. Research account transactions to determine source of the transaction to produce copies of paid and deposited checks and statements upon request - Meets or exceeds individual service including but not limited to 24-hour follow-up, adherence to schedule, call monitoring scores and unavailable time. - Properly identify customers using verification process, implement enhanced security verification measures as the situation warrants to minimize risk and fraud to the bank. MINIMUM QUALIFICATIONS: - High school diploma or GED - 0-2 years related experience and/or training or equivalent combination of education and experience - Proficient Critical thinking skills, ability to problem solve, make sounds decisions to produce thorough and accurate work. - Adaptive, Flexible, Resourceful and the ability to cope with the fast-changing environment. - Intermediate proficiency in Microsoft Office suite and alphanumeric data entry - Ability to communicate clear, concise information to customers/co-workers and identify the best method to communicate information for each situation. - Ability to function both as a team member and works well independently. - Ability to work a flexible schedule according to the hours of operation of the contact center. PREFERRED QUALIFICATIONS: - Prior banking experience - Prior call center experience $16.46 - $20.56 Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs. This role is incentive eligible based upon company, business, and/or individual goal achievement and performance. Team members accrue paid time-off (PTO), receive Holiday (PTO) and are eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan. In addition, the company provides Disability Insurance, an Employee Assistance Program, and Basic Life Insurance. Company sponsored Tuition Disbursement and Loan Repayment programs are also available. Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.