• Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables • Provide customers a single point of contact for Customer management and ensure service delivery and Service Level Agreements (SLA) compliance • Work with customers to discuss concerns and drive corrective actions to closure • Ensure that Customers receive appropriate and timely reporting as required by the Services Contract • Manage sub-contractors deliverables and adherence to agreed scope and outcomes • Manage product quality issues as needed • Engage as needed in the case management process to ensure proper service delivery • Assist partners and vendors as needed with payment and billing issues • Identify and implement areas for improvement to ensure improved service quality and best practice delivery • Ensure all operational documentations remain up to date and relevant • Manage third party vendors as needed • Manage contract change management as needed

Title: Customer and Field Engagement Location: Redmond, WA, US Employee Type: Contract Remote: Yes Pay Range: $45 - $50 per hour Job Description: Job#: 3036858 This work is focused on driving product adoption, training, and usage at scale through customer activation, account team enablement, and structured learning programs. Key Responsibilities: Customer & Field Engagement Ownership - Act as main point of contact for customer account teams, particularly in the US market, supporting large districts and strategic accounts. - Provide direct guidance to field teams on Minecraft Education adoption, training pathways, and customer activation strategies. - Serve as the escalation and coordination point for customer growth questions, processes, tooling, and engagement models. Training & Adoption Programs - Plan and deliver strategic customer trainings (live and on demand) to drive educator and student usage at scale. - Execute training initiatives tied to growth priorities (e.g. AI, CS, Esports), transitioning from live delivery to scalable on-demand formats. - Track participation, registrations, and educator reach as key success metrics. Execution of Growth Strategy - Execute the education growth strategy defined by manager, with clear geographic ownership - Deliver programs aligned to FY25-FY26 growth objectives, including breadth training offerings, educator pipelines, and regional adaptation of global resources. Stakeholder & Partner Coordination - Collaborate cross-functionally with: - Marketing (demand generation, enablement assets) - Partnerships (training platforms, delivery partners) - Internal learning/content owners (e.g. curriculum kits, Hour of AI) - Coordinate with vendors and partners to ensure delivery quality and scalability of training programs. Operational & Program Management - Own project execution, timelines, follow-ups, and reporting for customer engagement initiatives. - Prepare decks, agendas, and materials for advisory boards and customer briefings. - Maintain handover documentation and field guides to support continuity across the team. Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide. Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered. UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems. Employee Type: Contract Remote: Yes Location: Redmond, WA, US Job Type: Pay Range: $45 - $50 per hour Similar Jobs - Customer Administrator - Customer Relations Manager - Customer Engineer for Dynamics 365 CE (French) - Field Chemist - Field Chemist

Coordinate daily support operations while acting as a Patient Service Representative. Provide leadership, ensure departmental workflow quality, and assist in staff training and performance monitoring to enhance service effectiveness.

Title: Customer Support Team Lead - Hybrid (Indianapolis, Indiana) Location: Indianapolis United States Job Description: Req ID: 36350 Work Mode: Occasional onsite (1-2 days per week recurring) It takes great medical minds to create powerful solutions that solve some of healthcare’s most complex challenges. Join us and put your expertise to work in ways you never imagined possible. We know you’ve honed your career in a fast-moving medical environment. While Gainwell operates with a sense of urgency, you’ll have the opportunity to work more flexible hours. And working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work-life balance, continuous learning, and career development. Summary The Customer Support Team Lead provides day-to-day leadership and operational support within a high-volume healthcare contact center environment. This role serves as the first point of escalation for customer issues while supporting service delivery to members, providers, and internal stakeholders. The Team Lead monitors operational performance, coaches staff, supports onboarding and training activities, reviews quality standards, and promotes compliance with healthcare regulations and contractual requirements. This position combines direct customer interaction with leadership responsibilities and serves as a key liaison between frontline staff and management. Your role in our mission - Support members, providers, and customers through inbound and outbound interactions while assisting with the resolution of complex or escalated inquiries. - Monitor daily call center operations, service levels, call queues, schedules, workloads, and operational metrics to support contractual performance requirements. - Provide ongoing coaching, mentoring, feedback, and development support to customer service representatives through huddles, side-by-side coaching, and performance discussions. - Conduct quality reviews of calls, documentation, and customer interactions while promoting adherence to HIPAA requirements, quality standards, and established procedures. - Partner with leadership and stakeholders to communicate operational updates, identify process improvement opportunities, prepare performance reports, and support continuous improvement initiatives. What we're looking for - Associate degree required; equivalent professional experience may be considered in lieu of a degree. - Minimum 2 years of experience in a call center, contact center, customer assistance, or customer service environment. - Prior leadership experience as a Team Lead, Senior Representative, Subject Matter Expert (SME), Trainer, Mentor, Escalation Specialist, or similar role. - Healthcare, health insurance, Medicaid, Medicare, provider services, member services, or healthcare customer support experience preferred. - Experience utilizing workforce management tools, quality monitoring systems, Microsoft Office applications, and performance reporting tools. What you should expect in this role - Hybrid position requiring remote work and a minimum of one day per week onsite in Indianapolis, Indiana. - Standard call center operating hours of Monday through Friday, 8:00 a.m. to 5:00 p.m., with flexibility to work additional hours as business needs require. - Fast-paced, metrics-driven healthcare contact center environment supporting members, providers, and State of Indiana stakeholders. - Opportunities for leadership development, employee coaching, process improvement initiatives, and career advancement into supervisory and management positions. - Comprehensive benefits package including medical, dental, vision, 401(k) with company match, paid time off, and company-observed holidays. Pipeline Requisition Notice: This is a pipeline requisition intended to proactively build a strong pool of qualified candidates for upcoming business needs. We will be actively reviewing applications, conducting screenings, and coordinating interviews on an ongoing basis. Our goal is to identify qualified talent in anticipation of filling this position in the near future. Please note that cameras will be required to be turned on during video screening calls and interview meetings as part of the interview process. #LI-HYBRID #LI-JT1 The pay range for this position is $39,520 - $47,840 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities. We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings. Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.