• Evaluates quality of service, regulatory compliance and adherence to established procedures in relation to contacts. • Evaluates potential impact of errors made on the customer and subsequent handling of the individual customer’s journey. • Contributes to benchmark audits and targeted reviews. • Identifies trends and recommends priority action items essential for the business to improve the experience for customers and subsequent handling. • Partners with leadership to identify targeted audit needs for individual sites or teams. • Works independently to execute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders. • Consults with business to identify top opportunities and recommends actions to improve work product and business results. • Regularly partners with business leadership in meetings and calibration sessions to provide consultation and recommendations, including delivery of communication when needed. • Provides technical assistance to the business with auditing tools, or other applicable technology, and provides suggestions on audits completed by supervisors and other reviewers. • May serve as team audit lead on a rotational basis. • Organizes and obtains pertinent data, communicates expectations to peers, and arranges internal calibrations and re-audits. • Analyzes audit data and assembles audit summary reports for leadership distribution. • Participates in audit closing conferences with leadership. • Completes secondary reviews of peer audits to ensure internal consistency of work. • Assists Compliance with targeted reviews. • Trains new members and mentors potential successors. Performs other duties as assigned.

• Handle inbound interactions for major brands • Assist customers with questions, service requests, account needs, and product support • Use guided systems and resources to deliver high-quality customer care • Maintain professionalism and accuracy while aligning with brand standards • Enjoy schedule flexibility once certified, ideal for seeking a stable role with growth potential

Role Description This is a Patient Services Representative role supporting Veterans Affairs. This is a long-term stable opportunity with the potential to transition to a government employee. You MUST have a REAL ID or Valid Passport. You MUST live in Los Angeles or Long Beach area. Pay Rate: $20.21 per hour + $5.09 per hour to utilize for Health & Wellness or Cash in Lieu. Address: Remote Schedule: - Monday - Friday (6:30am - 3pm) - Monday - Friday (8am - 4:30pm) - Monday - Friday (9am - 5:30pm) Start Date: Fingerprinting and a government background investigation will be conducted. The anticipated timeline to start is 45 days. Background Screening/Check/Investigation: Successful Completion of a Background Screening/Check/Investigation will/may be required as a condition of hire. Job Description: Medical Support: - Interpret and verify provider orders in accordance with VHA National Scheduling Directive guidelines. - Schedule, cancel, and re-schedule patient appointments and/or consults; enter no-show information; prepare for clinic visits; monitor appointments, consults, and request for areas of responsibility. - Enter recall reminders, monitor recall reminder processes and delinquencies, ensure that encounter forms are completed in order to obtain appropriate workload credit; respond to VS GUI, VISTA, and CPRS alerts. Community Care: - Assist VA Community Care Staff in contacting Veterans to obtain preferences (if needed), schedule/reschedule appointments with community providers and enter appointment provider, date, and time information. - Follow-up with the community provider or Veteran to confirm the Veteran was scheduled and/or went to their appointment and request medical records. Qualifications - Must possess the ability to communicate effectively and professionally with interdisciplinary team members and to provide optimal customer service to both internal and external customers. - Must be proficient in spoken and written English. - Must be a citizen of the United States. - Must have the following experience or education (or combination of both) to meet minimum qualifications for employment: - Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position. - One year above high school. - Experience/Education combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. - Must be dependable and use good judgment and effectively and properly analyze and evaluate all situations to ensure that the veteran’s welfare is protected. - Average 40 wpm, as data entry is a main responsibility of this position. - Knowledge of the operation of several types of office equipment and software/databases relative to data extraction and inputting. - Basic knowledge of the functionality of the computerized patient record. Benefits - 401(k) - Dental insurance - Health insurance - Life insurance - Paid time off - Vision insurance

Role Description The Insurance A/R Call Center Representative serves as the initial point of contact for customers, addressing inquiries, resolving issues, and delivering high-quality service to ensure a positive customer experience. This entry-level role requires excellent communication skills, attention to detail, and the ability to manage a variety of customer requests through multiple channels, including phone, email, and chat. The Representative works in a performance-driven environment, adhering to established service metrics and standards, while collaborating with other departments to ensure timely and effective resolution of customer concerns. - Responds to customer inquiries through phone, email, chat, or other communication channels, providing accurate and timely information. - Clarifies and resolves customer issues by identifying their needs, determining root causes, and implementing effective solutions. - Escalates complex or unresolved issues to appropriate team members or departments, ensuring prompt follow-up and resolution. - Provides triage support for common issues related to platforms, applications, and back-office processes. - Documents all interactions accurately and thoroughly in the customer relationship management (CRM) system, ensuring detailed records of inquiries and resolutions. - Adheres to quality standards and key performance indicators (KPIs), including productivity, response times, and customer satisfaction ratings. - Delivers exceptional customer service by maintaining professionalism, patience, and a customer-focused attitude in all interactions. - Contributes to a team-oriented work environment by sharing insights, offering assistance, and collaborating effectively with peers and supervisors. - Performs other duties as assigned. - Maintains regular and reliable attendance. - Complies with all policies and standards. Qualifications - H.S. Diploma or GED required - Associate Degree or some college coursework in a related field preferred - 1-2 years of customer service experience required, preferably in a call center or help desk environment - Familiarity with CRM software and customer service tools preferred Requirements - Strong verbal and written communication skills, with the ability to clearly convey information and resolve customer concerns. - Proficient in using computer systems, including Microsoft Office Suite and CRM platforms. - Excellent problem-solving and critical-thinking abilities. - Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. - Detail-oriented with a strong focus on accuracy and quality. - Demonstrated ability to work independently and as part of a team. - Strong interpersonal skills and the ability to build rapport with customers and colleagues.