Role Description The Application Support Specialist I focuses on supporting Caregivers with FreedomCare Mobile App related issues. The position is customer-centric and focused on providing quality customer service to Caregivers with mobile app inquiries. You will receive customized training and will be well-versed to assist caregivers in successfully leveraging our app. This shift will be 9AM-6PM M-F. - Assist caregivers with app related issues by delivering one-call resolutions to address and resolve caregiver needs the first time they call. - Manage inbound calls/outbound calls, email, adoption, and caregiver community (proactively communicate with caregivers about updates related to the mobile app). - Act as mobile app subject matter expert; effectively troubleshoot and resolve issues related to clocking in/out, face recognition, troubleshooting, etc. - Answer high-volume mobile app related calls from caregivers; follow up and resolve outstanding mobile app issues. - De-escalate situations involving dissatisfied customers; escalate unresolved mobile issues. - Maintain excellent customer service by meeting expected metrics, KPIs, and quality service standards on a weekly and monthly basis. Qualifications - Proven customer service skills that show caregivers empathy, active listening, and patience. - Strong computer proficiency; ability to leverage technology and resolve customer issues. - Effective communication skills with the ability to articulate solutions with step-by-step troubleshooting. - Ability to effectively problem solve and identify the root cause of app issues. - Proven ability to provide a high level of customer service, including the ability to show empathy, active listening, and patience. - Strong work ethic and ability to take full ownership for all related tasks, activities, decisions, and results. - Relevant technical support experience. Benefits - Competitive compensation. - Medical benefits. - Retirement plans. - Wellness programs. - Fun company events. - Ongoing learning opportunities to grow your career.

• Handle the incoming calls from patients for Customer Service. • Perform all customer service duties focusing on managing the resolution of the phone call and all written and documented communication. • Answer patient questions regarding statements. • Post guarantor payments. • Set up payment plans within policies. • Research and resolve issues with accounts identified by patients. • Reach out to appropriate departments to resolve requests made by patients. • Connect patients with financial counseling department for charity screening. • Communicate patient balances. • Meet collection goals as set by department and provide excellent customer service for all patients.

• Assist 1099 service partners with onboarding and account management. • Monitor service dashboards and proactively reach out for real-time support. • Respond to delivery partner inquiries on Gladly via phone, e-mail, and text. • Cross-reference internal data to make decisions on 1099 account status. • Relay operational issues with local warehouse teams and operations managers. • Troubleshoot technical problems and deliver clear outcomes and solutions. • Prioritize tasks in a fast-paced and high pressure environment. • Look for patterns in customer communications to create actionable feedback and enhance processes for the company as a whole. • Communicate with a professional and friendly tone. • A passion for creating an amazing customer experience

• Independent handling of 1st-level inquiries from our hospital customers as well as our internal users (our DRG coders) • Written communication with hospital staff, IT personnel and end users (physicians, external coders) via HubSpot — and internally with teams via Slack • Creation of clear, precise Jira tickets for more complex issues to forward to development • Updating and expanding how-to guides and FAQs in our Confluence • Contributing to process improvements within the team — if you notice something, bring it up and help implement it • Close collaboration with the support team in daily standups and 1:1s