Role Description Join Our Team as an Answering Service Registered Nurse! At TriHealth, we are driven by a shared commitment to excellence and innovation in healthcare. We believe that every test, analysis, and result plays a vital role in our mission to provide the highest standard of care to our patients. Join us in our mission to advance healthcare and improve lives. Job Overview: - Answer incoming calls in a timely manner. - Triage calls using Nurse Triage and excellent customer service, telephone, and communication skills, including tone and accuracy. - Manage calls with "First Call Resolution" in mind. - Collect and document data from patients to provide the best course of action following protocols. - Facilitate care between physicians, hospitals, pharmacies, other specialties of TH, and the patient. - Must obtain and utilize a working knowledge of QGenda, Epic, Cadence, Cisco Phone System, Voalte, and Kronos. - Messages must be complete and thorough, including all nursing/medical advice rendered and routed to the appropriate pool. - Reporting of critical/vital value labs to physicians, call for care instructions, and referral process to ER or use of 911. - Voalte/call physicians for hospital/ER call back requests in a timely manner. - Ability to call in Rx's to a pharmacy and place in patient chart for signature from physician after obtaining a telephone order from the physician. - Relay messages to patients from the office and provide a positive experience to whoever is calling after hours. - Patient privacy, confidentiality, and HIPAA are always upheld when entering a patient's chart or providing information on a patient. - Satisfactorily meet department goals and expectations of performance. Qualifications - Associate’s degree in nursing (Required) - 2 - 3 years’ experience in Professional Nursing (Required) - Typing skills - Microsoft Office proficiency - Electronic Medical Charting experience - Phone Skills - Customer Service experience - Registered Nurse - COMPACT (Multi-State) RN - Registered Nurse - State Compact Licensure Requirements - Proactively handles patient complaints and refers to management as needed. - Utilizes downtime by assisting with in-basket messages, projects, or tasks for the department or organization. - Voluntarily takes on ambassador role and helps with orientation training of new hires. - Completes all points of required audit sheet on a consistent basis and maintains an average audit score of 95% or above. - Achieves the goal of minimum utilization of AUX/NOT READY mode during working hours. Goal less than 10% Total timed staffed. - Answers incoming calls working towards "First Call Resolution" with each call. - Adheres to handle time goal average of 6 Mins 30 Secs, telephone guidelines such as privacy and PHI review checking name, DOB, phone number, and address, and follows Scheduling and Messaging Protocols. - Appropriately triage patient calls utilizing Nurse Triage, accurately documents all nursing/medical advice rendered, and accurately documents patient concerns and actions taken on behalf of a patient in the patient's medical record. - Notifies physicians with emergency complaints, referral to ER, and demonstrates competency in clinical care protocols including when to contact 911. Benefits - Comprehensive benefits package, including medical, dental, vision, paid time off, retirement plans, and tuition reimbursement. Working Conditions - Bending - Rarely - Concentrating - Consistently - Continuous Learning - Consistently - Hearing: Conversation - Consistently - Interpersonal Communication - Consistently - Kneeling - Rarely - Lifting Pulling - Rarely - Pushing - Rarely - Reaching - Occasionally - Reading - Consistently - Sitting - Consistently - Standing - Rarely - Stooping - Rarely - Talking - Consistently - Thinking/Reasoning - Consistently - Use of Hands - Consistently - Color Vision - Rarely - Visual Acuity: Far - Consistently - Visual Acuity: Near - Consistently - Walking - Rarely TriHealth SERVE Standards and ALWAYS Behaviors - Serve: ALWAYS… - Welcome everyone by making eye contact, greeting with a smile, and saying "hello". - Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist. - Refrain from using cell phones for personal reasons in public spaces or patient care areas. - Excel: ALWAYS… - Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met. - Offer patients and guests priority when waiting (lines, elevators). - Work on improving quality, safety, and service. - Respect: ALWAYS… - Respect cultural and spiritual differences and honor individual preferences. - Respect everyone’s opinion and contribution, regardless of title/role. - Speak positively about my team members and other departments in front of patients and guests. - Value: ALWAYS… - Value the time of others by striving to be on time, prepared, and actively participating. - Pick up trash, ensuring the physical environment is clean and safe. - Be a good steward of our resources, using supplies and equipment efficiently and effectively, and look for ways to avoid waste. - Engage: ALWAYS… - Acknowledge wins and frequently thank team members and others for contributions. - Show courtesy and compassion with customers, team members, and the community. Job Keywords - Registered Nurse - Nurse - Answering Service

• Serve as the day-to-day support contact for FI client staff — branch admins, operations teams, and digital banking coordinators — via phone, email, and ticketing system. • Troubleshoot and resolve platform issues including user provisioning, permission errors, feature configuration, transaction exceptions, and integration discrepancies. • Guide FI staff through platform workflows, admin portal navigation, and self-service tools to build client independence and reduce repeat contacts. • Triage incoming cases, distinguish Tier 1 resolvable issues from Tier 2 technical escalations, and own both through to resolution. • Coordinate with internal teams including development and quality assurance to investigate and resolve platform bugs, data issues, and system outages affecting client FIs. • Document issues, workarounds, and resolutions in the CRM and contribute to the internal knowledge base. • Identify patterns in client issues that may indicate product gaps or training opportunities and surface these to the appropriate teams. • Support FIs during critical moments such as new feature rollouts, core system conversions, and platform updates. • Minimal travel onsite during onboarding of new FI clients for training and go-live functions.

Role Description We are looking for a motivated and results-oriented Customer Service & Lead Generation Specialist to join our dynamic team. In this role, you will play a critical part in driving the growth and market expansion of our services tailored for law firms. Your primary focus will be on building strong relationships with business partners, such as consultancy firms, who recommend or sell Stafi’s services. This role emphasizes strategic partnership development to generate leads and expand our client base. Key Responsibilities - Identify and build relationships with consultancy firms and other potential business partners who can recommend or sell Stafi’s services to law firms. - Conduct outreach through calls, emails, and networking events to establish partnerships and promote Stafi’s offerings. - Develop tailored partnership proposals and agreements that align with the goals of our business partners and highlight the value of our services. - Foster long-term relationships with business partners to ensure continued collaboration and mutual success. - Collaborate with internal teams to ensure smooth onboarding and service delivery for clients referred by business partners. - Monitor industry trends, competitor activities, and partnership opportunities to inform strategies and enhance Stafi’s market position. - Track partnership performance, sales metrics, and referral activities, adjusting strategies as needed to meet goals. Qualifications - Strong background in business development, partnership building, or B2B sales. - Experience working with consultancy firms or developing channel partnerships is highly advantageous. - Knowledge of or experience working with law firms is a plus. - Excellent verbal and written communication skills. - Proficiency in CRM and sales tools (e.g., Salesforce, HubSpot) to track partner activities and performance. - Ability to build rapport and maintain strong, trust-based relationships with business partners and stakeholders. - Self-motivated, driven, and capable of working independently as well as collaboratively within a team. - Creative problem-solving skills and a strong customer-focused mindset. - A background or understanding of legal services is a bonus. Requirements - Applicants must be U.S. citizens, and this application is open to applicants from any state.

• Provide exceptional technical support via calls, chats, and emails; • Resolve support inquiries of various difficulties, including “how-to” guidance and product assistance; • Gather required technical information to ensure the resolution of complex cases; • Ensure customers' satisfaction with any interaction; • Maintain working knowledge of our client’s products and services; • Securely work with customers’ sensitive information; • Troubleshoot common issues using the knowledge base and update transaction statuses when needed; • Escalate complex, repetitive, or merchant-related issues to L2 team; • Ensure proper case handling and follow-up to support timely issue resolution.