• Answer telephone inquiries in a pleasant, professional, and efficient manner assuring exceptional customer service. • Document all incoming calls and dialogue in the claims adjudication software. • Educate clients on plan policies, benefits, and procedures. • Resolve client drug benefit concerns of a medical, financial, or technological nature. • Initiate and facilitate prior authorization requests. • Make outbound calls to pharmacies and plans to facilitate completion of JIRA tickets. • Review after hours calls log-complete any follow up as needed. • Submit JIRA tickets for compound prescriptions. • Submit JIRA tickets to resolve NDC issues (pricing issues, missing NDCs). • Stay current on plan and benefit structures, pharmacological updates, and Medicare Part D guidelines. • Accept other duties as assigned; including but not limited to direct member reimbursement, processing, manual claims, reporting, and researching rejected claims. • Ensures that HIPAA guidelines are followed in every communication with clients.

Role Description As a member of the Customer Experience Strategy team, within the Customer & Partner organization, this role will focus on advancing our goal of delivering exceptional experience across the customers’ end-to-end journey. You will drive Customer Experience transformation initiatives by bringing the voice of the customer into the organization through strategic initiatives, engaging communications, and culture activation activities. What you get to do in this role: - Work on critical strategic initiatives that make a meaningful impact on the customer experience - Translate customer experience data into a concise, compelling call to action - Develop and manage an employee engagement program that effectively shares customer experience insights and strategic improvements through multiple mediums (written publications, podcasts, live events, etc.) - Partner cross-functionally to develop and execute culture change plans that engage employees and put the customer at the center of everything we do - Manage culture-building initiatives with diverse audiences, including workshop facilitation and employee recognition and engagement programs - Identify emergent needs and innovative approaches to drive thought leadership and improve the end-to-end customer experience - Provide program enablement and curate and maintain key information assets to democratize insights Qualifications - 6+ years of work experience, preferably in customer experience, strategy consulting, and/or communications strategy roles - Comfortable in business and technical discussions - Experience building trusting relationships (incl. executive audiences) - Enjoys multi-tasking in a fast-paced environment - Mastery of communications strategies and approaches for diverse internal and external audiences - Effective communicator, verbally and in writing, with experience in effective storytelling techniques through various mediums - Strong project management skills and ability to maintain strategic focus Requirements - Bachelor’s degree with strong academic performance Benefits - Base pay of $176,700 - $309,200, plus equity (when applicable), variable/incentive compensation and benefits - Health plans, including flexible spending accounts - 401(k) Plan with company match - Employee Stock Purchase Plan (ESPP) - Matching donations - Flexible time away plan - Family leave programs

• Service agent inquiries including basic to moderately complex software questions and issues. • Use information provided by the agent, and defined processes and procedures to triage potential issues and provide solutions or education in the process. • Document issues and work with subject matter experts on resolutions. • Serve as the main point of contact with the agent and be responsible for following up with resolutions. • Escalate more complex issues to others as needed. • Provide guidance and solutions to resolve field issues with sales technology tools. • Respond to emails that are received in the technical support queues. • Identify and escalate software issues to subject matter experts and IT partners. • Strive to provide exceptional customer service to agents as well as other company employees.

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.