• 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

• Du führst Demo-Calls durch, in denen du aktiv zuhörst, die Bedürfnisse unserer Kund:innen im E-Commerce - und SaaS-Bereich verstehst und passende Lösungen ableitest • Du bearbeitest eigenverantwortlich Support-Tickets und findest schnelle, kundenorientierte Lösungen • Du arbeitest eng mit unserem Onboarding- & Automation-Team zusammen, um Kundenzufriedenheit sicherzustellen und unsere Lösungen stetig weiterzuentwickeln • Du erstellst eigenständig Content wie Blogartikel, Templates oder Hilfeseiten und unterstützt aktiv bei der Umsetzung unserer KI- & Content-Strategie