Role Description This role supports post-funding account corrections and updates initiated by Quality Control (QC) or dealership requests. Responsibilities include: - Processing high-volume requests received via email - Completing related outbound calls to resolve issues - Building strong relationships with program administrators, dealerships, and internal partners - Using a consultative approach to research and resolve operational issues Success in this role requires: - Strong written and verbal customer service skills - The ability to multitask across multiple workstreams - A high level of attention to detail due to the accuracy required for account updates and QC oversight The position also supports: - Delinquency management - System and program implementations - Process improvements - Maintaining accurate documentation - Following up on inquiries - Collaborating with internal teams to ensure consistent, high-quality service delivery Location: Remote Wisconsin or Florida Qualifications - High school diploma or equivalent - Typically two to three years of customer service experience Requirements - Effective verbal, written, and interpersonal communication skills - Effective telephone skills including listening and demonstrating courtesy, empathy, and accuracy - Basic knowledge of all relevant operational processes and procedures and company products and services - Ability to perform interest calculations and account adjustments - Strong analytical and problem-solving skills - Ability to manage multiple tasks/projects and deadlines simultaneously - Demonstrated customer service experience, including handling inbound and outbound calls to complete tasks - Proven ability to multitask and manage multiple workstreams in a high-volume environment - Strong attention to detail with a consistent focus on accuracy - Prior experience in banking, financial services, or auto/dealership environments preferred Benefits - Healthcare (medical, dental, vision) - Basic term and optional term life insurance - Short-term and long-term disability - Pregnancy disability and parental leave - 401(k) and employer-funded retirement plan - Paid vacation (from two to five weeks depending on salary grade and tenure) - Up to 11 paid holiday opportunities - Adoption assistance - Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

• Own end-to-end onboarding. • Manage onboarding projects for newly contracted clients, including project timelines, stakeholder communications, and go-live milestones. • Serve as the implementation lead. • Act as the primary point of contact during implementation, guiding clients through product configuration, workflow setup, and initial staff training. • Partner across the client journey. • Work closely with Client Success Managers to ensure a seamless transition from implementation to ongoing engagement while building the skills to independently manage client relationships over time. • Drive product adoption and value realization. • Proactively engage clients to encourage adoption and utilization of Phreesia products and features, helping them achieve meaningful business outcomes. • Collaborate cross-functionally. • Partner with Support, Product Management, Sales, and Business Development teams to resolve issues, mitigate risks, and support client success. • Monitor client health and performance. • Analyze product usage trends and key performance indicators to identify potential risks early and take action before they impact satisfaction or retention. • Track onboarding success metrics. • Measure and report on onboarding KPIs, including time-to-live, product activation rates, and early satisfaction scores. • Maintain implementation documentation. • Capture client configurations, feedback, and implementation outcomes to support continuous improvement and knowledge sharing. • Advocate for client needs. • Surface recurring client feedback and product enhancement opportunities to Product Management to help inform roadmap priorities.

• Directs the successful delivery of audit services to the client by managing the team(s) assigned to the engagement and providing leadership and direction and ensuring that the client’s needs and expectations are met and exceeded. • Develops and implements key metrics to drive performance in quality and productivity and to ensure that the customer experience is consistent and satisfactory across all phases of the audit. • Reviews audit progress against established metrics and direct activities as needed to ensure achievement of business goals and customer expectations. • Ensures effective coordination with Business Optimization and other support functions to achieve audit goals. • Continually work to improve efficiency, productivity and reduce operational costs while providing 100% compliance with customer contract and company policies. • Supports the continuous development of innovative solutions and audit concepts with audit team. • Effectively manages customer problems and conflict, including direct communication with customers to achieve mutually accepted resolution. • Ensures compliance all HIPAA regulations regarding the safeguarding of Protected Health Information (PHI) and communicate to all associates involved in the audit engagement. • Partners with the client and sales team on renewals and work through any RFP process by identifying gaps in current contract in place and understanding customer needs in order to successfully renew the contract. • Meets regularly with audit and audit support managers to ensure appropriate staffing levels and to plan and organize workloads and staff assignments according to the needs of the audit. • Provides managerial leadership and direct the selection, supervision, evaluation and development of staff.

Role Description LabCorp is seeking a remote Client Service Representative to join our team! Schedule: Monday - Friday, 6am - 3pm Pacific - Act as a liaison between Invitae|LabCorp, the customer base, and patients. - Be well-versed in all Invitae products, processes, and policies to effectively solve client inquiries and complaints over the phone or via email. - Speak with customers in a courteous, friendly, and professional manner using protocol procedures. - Inquire, clarify, and confirm customer requirements and understanding of the solution. - Provide additional customer education and information as needed. - Qualify and establish inbound new customers requesting Invitae|LabCorp's products and services. - Work in multiple databases to research complex issues and questions. - Respond to client inquiries within 24 hours. - Assist in resolving order submission errors with clients. - Participate in peer training, documentation of client feedback, and relaying of feedback to drive improvement of customer satisfaction and business performance. - Engage in continuous development through customer service training, individualized coaching, constructive feedback, and performance improvement initiatives. - Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance. - Manage daily workflows by prioritizing tasks and ensuring timely completion within queue-based systems. Qualifications - High School Diploma or GED equivalent. - 2 or more years experience in a customer service role. - 1 or more years experience working in a contact center/call center environment. Requirements - 1 year of experience or more working in a healthcare, laboratory, or diagnostics environment. - 1 year of experience or more handling healthcare-related calls, preferably supporting patients or medical providers. - Familiarity with medical terminology or laboratory test ordering systems. - Bilingual skills (Spanish/English). - Proficiency with Salesforce.com or similar CRM platforms. - Proficiency with remote collaboration tools (e.g., Teams, Slack). - Proficiency with Microsoft Office. - Excellent verbal communication skills, with the ability to explain information clearly and sensitively. - General understanding of medical laboratory workflows, terminology, or test processes. - Strong attention to detail and ability to navigate multiple systems simultaneously. - High level of professionalism, reliability, and self-motivation. - Excellent organizational and multi-tasking capabilities to effectively handle heavy inbound email and call volume. - Enjoys problem-solving in a dynamic and rapidly changing environment. - Strong flexibility and the ability to manage and adapt to changing priorities quickly. - Skilled in computing fundamentals, basic technology troubleshooting, and ticket management. - Dedicated to exceeding client expectations through a customer-first approach. Benefits - Comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement, and Employee Stock Purchase Plan for employees regularly scheduled to work 20 or more hours per week. - Employees regularly scheduled to work less than 20 hours, Casual, Intern, and Temporary employees are only eligible to participate in the 401(k) Plan. - Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO.