• Provides exceptional service as the first point of contact for customers • Complete setups and reorders for equipment, answer questions from patients and referrals • Resolve issues efficiently and handle multiple tasks simultaneously while maintaining attention to detail • Assists all customers in a professional manner • Maintain a positive, empathetic and professional attitude toward customers at all times • Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed • Receives requests from multiple referral sources and completes requirements for equipment to be dispensed to the patients • Coordinates home equipment service request with Dispatch for prompt delivery or with our vendors for shipping to a patient • Provide customers with product and service information • Maintain current knowledge on Medicare, Medicaid and third-party payor sources for equipment • Verifies medical necessity, insurance coverage, physician orders and obtain additional documentation required for all insurance assigned services • Follows policy and work instructions to ensure the Billing Department has the correct paperwork to obtain payment for the equipment supplied • Understanding and striving to meet or exceed department metrics while providing excellent customer service • Other duties as assigned by management

• Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements • Communicate with customers and agents via multiple channels (phone, chats, emails) while navigating multiple systems and platforms • Receive and respond to inquiries related to insurance matters • Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions • Evaluate and interpret policy information within prescribed authority limits • Access account information and communicate while working in multiple systems • Use account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions • Document customer interactions and outcomes thoroughly in system • Escalate unresolved issues requiring advanced support for further resolution • Build knowledge and acumen through self-directed learning • Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements • Help maintain department knowledge resources to keep them current • Actively listen to customer concerns to identify trends or patterns • Recognize opportunities for process improvement and makes recommendations to leadership • Partner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries.

Role Description We are currently seeking motivated and people-oriented individuals to join our remote team as Customer Assistance Coordinators. In this role, you will help support clients by answering questions, coordinating requests, and ensuring a smooth and positive experience throughout the service process. This opportunity is ideal for individuals who enjoy helping others, staying organized, and working in a flexible remote environment. - Serve as a helpful resource for client questions and support needs - Assist with processing requests and coordinating service-related activities - Provide timely updates and communicate important information clearly - Help guide clients through available options and next steps - Monitor ongoing requests and ensure follow-up actions are completed - Maintain accurate records and update information within company systems - Review details for accuracy and address discrepancies when needed - Collaborate with team members to support client satisfaction goals - Participate in ongoing training and skill-development programs Qualifications - Strong interpersonal and communication abilities - Excellent organizational and multitasking skills - Ability to remain detail-oriented while managing multiple priorities - Comfortable using web-based applications and communication platforms - Strong customer-focused mindset - Self-starter with the ability to work independently - Reliable internet access and basic computer skills - Must be 18 years of age or older - Must be legally authorized to work and reside in the U.S., U.K., Mexico, Australia, or Spain or other regions Benefits - 100% remote work opportunity - Flexible schedule options - Complete training provided - Ongoing mentorship and professional support - Advancement and leadership development opportunities - Performance-based recognition programs - Travel-related benefits and discounts - Supportive and collaborative team culture

• Support travellers throughout their journey, providing real-time assistance, coordinating solutions, managing requests, and ensuring a smooth and thoughtful travel experience from start to finish.