Role Description Advocates at Solace play a vital role in helping patients navigate complex health challenges and address health-related social needs. We’re seeking a Lead Advocate to serve as a front-line resource to our growing team of advocates, providing guidance and support through all the steps of the advocate-patient journey. Reporting to our Advocate Lifecycle Manager, this position will assist with advocate onboarding and training, be the first-line responder for advocate questions, and develop content and protocols that will allow advocates to help a wider array of patients. What You’ll Do - Translate your experience as an advocate to inform improvements to the advocate and patient experience - Lead onboarding sessions for advocates, set Solace’s tone, and provide an excellent initial experience for advocates - Act as a primary touchpoint for questions from advocates about how to solve patients’ problems - Partner closely with advocate operations managers to carry out operational processes to improve the advocate service - Develop clinical content and protocols to ensure advocates feel supported in the work they do and that patients are able to access the resources they need - Ensure that Solace’s protocols are being followed by the advocate team Qualifications - Bachelor's degree required - Active licensure in good standing in chosen health profession (RN, LCSW, etc.) required - Minimum 3 years of working in care management, care coordination or a related field - Prior experience working as an advocate at Solace is strongly preferred - Comfortable leading virtual training sessions and bringing positive energy to group interactions - Strong organizational skills, verbal communication, and written communication - Flexibility, as the needs of a growing organization will evolve - Excitement at the prospect of working in a fast moving, high growth, tech-forward startup environment, taking complete ownership of the work you do - Applicants must be based in the United States Company Description Healthcare in the U.S. is fundamentally broken. The system is so complex that 88% of U.S. adults do not have the health literacy necessary to navigate it without help. Solace cuts through the red tape of healthcare by pairing patients with expert advocates and giving them the tools to make better decisions—and get better outcomes. We're a Series C startup, founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, Signalfire, and IVP. Our U.S. based team is lean, mission-driven, and growing quickly. Solace isn't a place to coast. We're here to redefine healthcare—and that demands urgency, precision, and heart. If you're looking to stretch yourself, sharpen your edge, and do the best work of your life alongside a team that cares deeply, you're in the right place. We’re intense, and we like it that way. Fraudulent Recruitment Advisory: Solace Health will NEVER request bank details or offer employment without an interview. All legitimate communications come from official solace.health emails only or ashbyhq.com. Report suspicious activity to recruiting@solace.health or advocate@solace.health.

• Assist clients and their employees with various benefit questions • Handle incoming phone calls and emails • Work under the direction of the Account Manager • Coordinate client events such as health fairs and wellness meetings • Complete annual benchmark reports and employee survey reports

• Responsible for high-level relationship management for one or more assigned clients that are strategic to Dark Matter Technologies division. • Serves as the primary management contact and client liaison with the responsibility for client satisfaction, maintaining client communication, and the overall management of client relationship. • Identifies areas where continuous improvements can be applied. • Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. • Works to maintain and grow the client relationship while ensuring ongoing customer service. • Leads the sales effort for incremental revenue opportunities and contract renewals. • Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new Dark Matter products or service. • Coordinates with the delivery organizations to ensure the delivery of continuous and effective services, and ensures project completion within budget and in accordance with contract requirements. • May lead personnel who assist in the management of the client relationship.

Role Description Reporting to the Technology Success Manager, the Technology Success Advocate provides outstanding customer service to all end-users, has excellent interpersonal and communication skills, a deep but ever-evolving technical knowledge, a positive attitude, a sense of urgency, and is collaborative, resourceful, punctual, and professional. The Bartlett Office of Technology works to ensure proper computer and mobile device operation in support of essential business tasks for approximately 3,000+ users across 170+ office locations. Responsibilities include: - Actively resolving help requests promptly - Maintaining all applicable software applications and hardware - Continuing ongoing learning of new technology - Using diagnostic and service management tracking tools - Providing in-person, hands-on help at the desktop level, phone support, and chat/email support Candidate must be available to work during standard business hours in the Central (CT), Mountain (MT), or Pacific (PT) time zones. Responsibilities - Provide exceptional customer service support in person, on the phone or through chat/email - Utilize helpdesk platform (Freshdesk) to monitor, assign, and respond to helpdesk tickets while meeting SLA’s - Install and configure computer hardware, software, and printers - Investigate, diagnose and resolve computer software and hardware issues - Assist with onboarding of new users - Assign users and computers to proper groups in Active Directory and manage security settings on files, folders, and shares - Manage stock of equipment and other supplies - Support use of the Microsoft 365 Platform - SharePoint / OneDrive standards and use - Teams / PBX use - Office Suite Training - Maintain Technology service desk policies and procedures - Develop Knowledgebase articles for Technology group and end-users - Manage Technology assets and maintain software/hardware inventory Qualifications - Undergraduate degree in Computer Science, Information Technology, or a similar technical field - 5 or more years experience in a similar role - Extensive knowledge of Microsoft Active Directory, Windows 10/11, PC and Mac hardware, printing, peripherals, mobile devices, remote access, systems imaging, virus/malware removal, and productivity applications (Office 365, Google Apps, Adobe, Okta, Zoom, etc.) - Working knowledge of ticketing platforms (Freshdesk preferred), operating systems migrations, automated deployment of software packages and updates - Strong working knowledge of networking, wireless, servers, telecom and security principles - Excellent interpersonal skills and command of written/spoken English, with the ability to communicate complex information easily and tactfully to a variety of audiences - Ability to work independently and take initiative; demonstrated ability to identify and troubleshoot complex problems and see them through to a resolution - Professional and service-oriented demeanor; must be able to work cooperatively with users and external partners - Excellent attendance and punctuality - Available to work on occasional evenings and weekends (as needed) - Technical certifications a plus (e.g. MCP, MCSE, ITIL, A+, etc.) - Fluency in written and spoken Latin American Spanish a plus - 10% - 20% travel as needed Benefits - Competitive compensation - Life, LTD, ADD, medical and dental - RPP Plan, Healthcare spending account, and paid vacation and holidays To find out more about what life is like at Bartlett, check us out on Instagram @LifeatBartlett.