• Build rapport with each customer • Ask probing questions and understand how to create a best-in-class experience and resolve customer requests on first contact • Educate customers about their insurance policies with MassMutual • Apply knowledge to handle many problems independently while seeking guidance in highly complex situations • Balance time effectively to ensure the department meets expected service levels • Utilize multiple systems and tools to meet the established goals and objectives, including customer experience, first contact resolution, call quality and call handling time

• Provide superior customer service to attendees, exhibitors, and others utilizing Experient service systems in a fast-paced environment. • Provide professional, empathetic customer service while managing calls with appropriate pace, tone, and etiquette. • Identify guest issues quickly and resolve them using problem‑solving skills, system tools, and escalation protocols. • Document account history accurately and communicate resolutions clearly to guests. • Navigate multiple technical systems simultaneously to deliver fast and accurate support. • Enter transaction details with precision while following event guidelines and PCI compliance. • Use internal resources (event sites, wiki pages, training materials) to resolve inquiries. • Communicate trends or issues to internal teams and escalate calls when needed. • Participate in required meetings and training sessions.

• Handle and manage clients' immigration applications primarily for Singapore Citizenship and Permanent Resident status. • Communicate clearly and regularly with clients to collect, verify and organise necessary documents. • Provide accurate documentation advice and tailored guidance, staying updated on Singapore immigration regulations and polices. • Draft personalised and compelling cover letters based on individual client backgrounds. • Ensure precision and compliance in all submissions to relevant government agencies. • Deliver an exceptional client service experience from consultation to post-submission support. • Respond promptly to client queries and assist in all necessary post-submission formalities. • Maintain digital tracking systems and record with updated information. • Assist with any other tasks assigned by the management.

Role Description The Sr. AR & Case Management Specialist (Sr. AR Manager) is responsible for complete, accurate and timely processing of all designated claims, reviewing and responding to daily correspondence from physician practices in a timely manner, answering incoming SalesForce cases and providing information as requested or properly authorized. The Senior AR Manager will take steps necessary to resolve all claim issues or questions that escalate to the RCM team. Resolution of SalesForce cases and management of issues and the team resolving the cases is a key element in this role. Additionally, the Senior AR Manager is responsible for overseeing functions within Accounts Receivable in accordance with compliant best practices, such as Claims Worklists, Zero Pay, Unapplied, and Denials, to ensure that all are reviewed, reconciled and resolved in a timely manner. The Senior AR Manager will also serve as a subject matter expert and point of escalation on one of our internal sub-teams. - Management of the accounts receivable (AR) including analysis of the aged AR, looking for root cause issues; writing rules where appropriate to stop errors from occurring. - Denial management - investigating denial sources, resolving and appealing denials which may include contacting payer representatives. - Makes independent decisions regarding claim adjustments, resubmission, appeals, and other claim resolution techniques. - Serves as an escalation point, and escalates issues to the appropriate party. - Suggest and run point on policy updates as needed. - Work directly with practice consultants and/or physicians via Salesforce to ensure optimal revenue cycle functionality. - Focused on driving toward achievement of department’s daily and monthly Key Performance Indicators (KPIs), requiring a team-focused approach to attainment of these goals. - Other duties as assigned. Qualifications - High School Graduate. - 5+ years experience in a physician medical billing office or equivalent claims experience. - Must understand the drivers of revenue cycle optimal performance and be able to investigate and resolve complex claims. - Microsoft Excel skills (ex: pivot tables, VLOOKUP, sort/filtering, formulas) preferred. - Experience working with athenaOne suite of tools preferred. - Experience using Salesforce for case management preferred. - Must provide accessibility to private, quiet work space with high-speed internet to effectively work remotely (if a remote worker). - Experience with VA payers & providers preferred. - Must comply with HIPAA rules and regulations. - Excellent written and verbal communication. Requirements - The hourly range for this role is $23/hr to $25/hr in hourly base pay and exclusive of any bonuses or benefits (medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs). - This role is also eligible for an annual bonus targeted at 10%. - The base pay offered will be determined based on relevant factors such as experience, education, and geographic location. Benefits - All your information will be kept confidential according to EEO guidelines. - Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.