• Communicate with customers via incoming phone calls • Provide knowledgeable answers to questions • Transfer to correct department • Data entry in various platforms

• Manage relationships between RCM Customers and the RCM Operations Teams • Train customers on RCM processes • Monitor customer’s business performance • Build and foster strong relationships with customers and business partners • Onboard new customers to RCM • Manage email communication and Salesforce cases • Perform Monthly Business Analysis around RCM related performance • Attend internal Operations meetings • Keep RCM Enabled Payer List Updated Monthly • Provide leadership and motivation • Assist Customers and RCM Operations with End of Month Processes • Collaborate with worldwide resources for information sharing. • Act as a liaison between all Brightree departments

• Atendimento e suporte ao paciente • Atender e resolver demandas de pacientes relacionadas a status de pedidos e envios • Fluxo de prescrição (sem orientação clínica) • Cobrança, pagamentos e subscriptions • Dúvidas gerais sobre a plataforma • Garantir comunicação clara, objetiva e alinhada com compliance • Atuar como ponto de escalonamento para casos mais complexos ou sensíveis • Coordenação e supervisão do call center • Ser o principal ponto de contato entre a empresa e o call center terceirizado • Garantir que o call center siga scripts, fluxos e orientações definidas • Fornecer informações corretas e atualizadas aos pacientes • Escalone casos quando necessário • Realizar alinhamentos constantes, repasses de contexto e orientações operacionais • Monitorar qualidade, consistência e aderência ao processo • Identificar falhas, recorrências e necessidades de treinamento • Supervisão de IA e atendimento automatizado • Trabalhar com ferramentas de IA para atendimento via e-mail • Revisar, validar e ajustar respostas automatizadas junto à empresa terceira • Garantir que a IA utilize linguagem adequada • Responda corretamente às dúvidas mais comuns • Atualizar prompts, templates e base de conhecimento

• Respond to customer inquiries via phone, email, and live chat, providing timely and accurate information. • Troubleshoot customer issues and provide effective solutions or escalate to the appropriate department if necessary. • Maintain customer records and interactions using CRM software and Microsoft Excel. • Draft and send professional emails and reports using Microsoft Outlook and Word. • Track and follow up on customer requests or issues, ensuring that all matters are resolved efficiently. • Use Microsoft Teams to collaborate with team members, attend virtual meetings, and coordinate with different departments. • Stay updated on company policies, product offerings, and customer service best practices. • Provide feedback to management regarding customer trends, common issues, and process improvements.