Role Description Seasonal staff September 2026 thru April 2027 - Full time: Monday through Friday - Non-exempt - Receives inbound participant phone calls and provides appropriate customer service support in accordance with program guidelines. - Utilizes authorized computer systems to gather and confirm information prompted by incoming calls. - Provides rapid, efficient, and accurate customer service in a professional manner for extended periods of time. - Receives, comprehends, provides, and responds to routine informational inquiries and service requests through various communication technologies including but not limited to telephones, e-mail, facsimile, postal mail, and the Internet. - Provides both inbound and outbound call center support for customer inquiries. - Researches and resolves complaints to ensure customer retention and satisfaction. - Tracks the questions and answers in the call center system. - Updates or checks customer benefits statuses. - Answers benefits questions. - Provides information and solutions in response to inquiries pertaining to products, services, and customer complaints. - Accesses databases to retrieve and record information into the call center system. - Reports to a supervisor. Qualifications - Minimum of one year of incoming call center experience is required. - Telework experience preferred. - Must possess valid REAL ID. - Must live in Cleveland/Euclid, Ohio area. - Authorized to work in the U.S. - Public Trust clearance required to successfully obtain the position (the process will be completed with Oxford Government Consulting prior to hire). - High school diploma or equivalent. - Demonstrated verbal and written proficiency in the English language. - Experience working in an office setting answering telephones, including demonstrated keyboard skills. - Ability to facilitate clear and accurate exchange of information with callers. - Outstanding customer service skills. - High keystrokes per hour. - Strong computer skills. - Possesses an understanding of general aspects of the job. - Excellent judgment and use of discretion; trustworthiness with sensitive information is paramount. - Must be able to work all shift schedules. - Working overtime and on weekends may be required. - Repetitive motion may be required. - Must work well with coworkers and managers. - Must be able to monitor email account daily. - Must be able to work at computers for long periods of time. - Ability to adapt to change and varying work priorities upon short notice. Benefits - Oxford provides a robust benefits package. - Employer pays majority of employee medical insurance premiums OR payment of $5.09/hour in lieu of medical insurance benefits. - Medical insurance - Dental insurance - Vision insurance - Short-term disability insurance - Accident insurance - Universal life insurance with long-term care - Paid time off - Paid sick leave - 11 paid government holidays per year - Matching 401(k) savings

• Respond to customer inquiries via phone, email, chat, and other communication channels. • Resolve customer complaints and provide appropriate solutions within defined timelines. • Maintain accurate records of customer interactions and follow-up actions. • Coordinate with internal teams to address customer concerns and ensure timely resolution. • Deliver a high level of customer satisfaction through professional and empathetic communication. • Meet quality and productivity benchmarks set by the organization.

Role Description The Representative Patient Financial Clearance Customer Service is responsible for inbound/outbound calls and/or written inquiries from patients, attorneys, insurance companies, and vendors with questions, issues, and concerns related to hospital and physician office visits. The daily functions will include but are not limited to: - Processing and inputting patient data - Fulfilling document requests - Maintaining performance and quality standards - Ensuring compliance with confidential data - Staying abreast of changing policies and/or procedures related to Mosaic Life Care policies - Working under direction from Customer Service Manager to ensure high-quality service delivery - Escalating issues to team lead or functional caregivers as appropriate Benefits - Concierge services - Employee lounge - Wellness programs - Free covered parking - Free on-site and virtual health clinics - Many more perks designed to ensure employees feel valued Company Description Mosaic Life Care is a health care system in northwest Missouri. With a vision of transforming community health by being a life-care innovator, Mosaic places the holistic needs of patients first by providing the right care at the right time and place, offering high value and quality health care.

• You are the first point of contact for our users and healthcare professionals — by phone and in writing — always calm, empathetic and genuinely solution-focused. • You don’t just solve technical and content-related questions — you understand them. • You follow bugs and issues through to the final click without letting up. • You enjoy communicating, manage your time well, and keep track even when several requests are open at once. • We guarantee our users a response within 24 hours — including weekends and public holidays. • Modern support tools such as Intercom are not new to you — you use them efficiently and get the most out of them. • You actively follow new technologies, especially developments around AI and AI-powered tools, and bring ideas for how we can use them meaningfully in support. • You think beyond your immediate tasks: you spot where processes can be improved, proactively propose changes and take responsibility — not because you have to, but because you want to. • You want to invest full-time in something that really makes an impact.