• Delivering friendly, helpful, and professional support to customers via phone, email, and more • Scheduling appointments and reminding customers about upcoming service needs • Following up on inquiries and solving issues • Keeping customer records up to date and handling confidential info • Collaborating with dealerships to ensure seamless communication • Conducting outbound and inbound calls to assist customers

Seasonal - Bilingual Member Service Specialist - Starting at 18.50 - Remote locations Home time type Full time job requisition id R-17069 At Prime Therapeutics (Prime), we are a different kind of PBM, with a purpose beyond profits and a unique ability to connect care for those we serve. Looking for a purpose-driven career? Come build the future of pharmacy with us. Job Posting Title Seasonal - Bilingual Member Service Specialist - Starting at 18.50 - Remote Job Description The Member Services Specialist is responsible for interacting with Prime members, pharmacies and doctors' offices by providing support and assistance with order processing and general account benefit inquiries. Responsibilities - Receive incoming calls or emails from members, pharmacies, doctor's offices about requests for information on medication and benefits - Investigate and resolve member inquiries in a timely manner or escalate to appropriate team member - Adhere to and reinforce Prime and departmental standard operating procedures and training guidelines specific to HIPAA - Other duties as assigned Minimum Qualifications - High School Diploma or GED is required Must be eligible to work in the United States without the need for work visa or residency sponsorship Additional Qualifications - Has suitable home office (i.e. chair, desk, internet, etc.) that meet Prime required standards (if work from home position) - Strong PC Skills with ability to navigate multiple software systems simultaneously - Strong communication skills with focus on professional demeanor and empathy - Ability to multitask - Detail oriented Preferred Qualifications - 1 year of customer service experience - Fluency in another language (Spanish) - Pharmacy Benefit Management or other Healthcare experience Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their job, and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures Every employee must be able to perform the essential functions of the job and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions, absent undue hardship. In addition, Prime retains the right to change or assign other duties to this job.

Role Description We are seeking a Patient Intake Specialist on behalf of our US-based client, a leading provider of innovative mental health and wellness treatments, including FDA-approved ketamine infusion therapy and Spravato (esketamine) treatments. The clinic serves patients struggling with treatment-resistant depression, anxiety, PTSD, OCD, and chronic pain, offering compassionate, medically supervised care. The Patient Intake Specialist is the warm, empathetic first voice that prospective patients encounter. This is not a traditional call centre role; the person in this seat must balance genuine human connection with clinical awareness and operational efficiency. The intake department is the critical first point of human contact for prospective patients — many of whom are in genuine distress — and plays a pivotal role in the clinical journey. The role is the bridge between a patient in need and life-changing treatment. The Intake Specialist is responsible for converting inbound interest into scheduled consultations with the right patients, while ensuring every caller feels heard, valued, and supported. PLEASE NOTE: - Working Hours: You will be working EST Hours (Monday - Friday | 9 AM - 6 PM EST), which converts to Monday – Friday | 03:00 PM – 12:00 AM SAST South African time – subject to change in accordance with daylight savings in the United States as well as the operational requirements of the Company. - Salary Range: This position offers between R10 000 - R23 000 GROSS (before deductions), depending on experience. Please note that there is no additional company benefits such as Medical Aid, Provident Fund, etc. - You will be required to work on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA). - Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered. - Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered. - Work Environment: This is a fully remote working role. Qualifications - Customer service or client-facing experience (minimum 1 year); experience in healthcare, social work, counselling, or mental health settings is a strong advantage. - Excellent verbal communication in English — clear, warm, and professional. - Computer literate with the ability to navigate CRM/patient management systems. - Comfortable managing a high volume of interactions while maintaining quality. - Experience with inbound/outbound phone-based roles is beneficial but not essential. Requirements - Warmth and genuine empathy — patients must feel cared for from the very first hello. - Strong active listening skills, including the ability to pick up on keywords, emotional cues, and unsaid concerns. - Ability to hold a conversation with dual intent: emotional support and clinical qualification, simultaneously. - Confidence to gently steer conversations toward an outcome without ever making a patient feel rushed or dismissed. - High emotional resilience — regular exposure to patients in distress, including those expressing suicidal thoughts. - Self-motivated and able to work independently in a remote environment during evening/night hours. Benefits - A natural night owl who is energised and sharp during evening hours. - Someone who finds deep meaning in helping people access mental healthcare. - Organised, detail-oriented, and reliable. - Able to set and maintain professional boundaries, even with emotionally demanding callers. - A long-term thinker who sees this as a career, not a stepping stone. What Success Looks Like In This Role - Quality Indicators: - Patients feel heard and cared for - High conversion rate (intake to booked consult) - Correct patients scheduled (clinical fit) - Call duration averaging 6–11 minutes - Volume Indicators: - 5–7 calls handled per hour - Follow-up pipeline kept current - CRM tasks and milestones up to date - Minimal “dead on arrival” consultations If you are not contacted within 14 working days, please consider your application unsuccessful.

• Patient Enrollment: Guide patients through the enrollment process for healthcare programs, ensuring accurate and complete documentation. • Program Eligibility Assessment: Evaluate patient eligibility for specific healthcare programs based on criteria provided, such as age, medical conditions, or other qualifying factors. • Patient Consultation: Conduct comprehensive consultations with patients to gather necessary information and explain the benefits and requirements of various healthcare programs. • Documentation and Record-Keeping: Accurately document patient information, enrollment details, and program eligibility assessments in electronic health records (EHR) or other designated systems. • Follow-Up and Coordination: Monitor the progress of enrollment applications, communicate with patients, and collaborate with internal and external stakeholders to facilitate the enrollment process. • Patient Education: Provide patients with clear and concise explanations regarding healthcare programs offered by Medsien. • Compliance and Privacy: Adhere to all relevant privacy regulations, such as HIPAA, and maintain strict confidentiality of patient information. • Program Updates: Stay informed about changes, updates, and new offerings related to healthcare programs, and effectively communicate these changes to patients. • Collaborative Approach: Work closely with healthcare providers, insurance companies, social workers, and other relevant parties to ensure seamless patient enrollment.