• Handle inbound and outbound phone calls, check voicemails, and accurately triage messages. • Manage the clinic calendar, schedule new and recurring patient appointments, and coordinate specialized surgery scheduling. • Conduct thorough insurance verification of coverage, process prior authorizations, and securely collect patient payments. • Sort, filter, and act on emails from patients and providers while processing inbound and outbound faxes. • Provide prompt, proactive, real-time updates to the in-clinic team regarding immediate scheduling changes.

• Answer inbound patient calls professionally and return missed calls or voicemails promptly. • Gather accurate patient information and determine the appropriate next action. • Escalate urgent or clinical concerns appropriately while maintaining a confident and courteous phone presence. • Create to-do tasks in Practice Plus / Nextech for refill requests, patient concerns, and administrative follow-ups. • Route messages accurately to the physician, technician, or appropriate team member. • Monitor pending requests to ensure no patient concern is missed or left unresolved. • Assist new and established patients with appointment requests using the clinic's approved workflow. • Complete required triage steps before scheduling patients who require physician review. • Schedule or reschedule appointments accurately based on approved instructions and urgency guidance. • Send appointment reminder texts using approved clinic scripts through Reach UC. • Handle scheduling-related communication professionally and clearly. • Communicate clearly with the clinic team through Microsoft Teams regarding breaks, updates, and pending items. • Submit a daily end-of-day report summarizing completed tasks, unresolved concerns, and escalations.

• Engage with customers via live chat to answer questions, resolve issues, and provide product or service information • Provide accurate and timely responses to inquiries related to product features, billing, technical support, and more • Escalate complex issues to appropriate departments while ensuring that customers are informed and updated • Handle multiple chat sessions simultaneously, ensuring high levels of responsiveness and customer satisfaction • Maintain up-to-date knowledge of company products, services, and policies to provide accurate responses to customer questions • Use Microsoft Word and Excel to document customer interactions, track common issues, and generate reports for management review • Resolve customer complaints by determining the root cause and working towards a timely solution, ensuring customer satisfaction • Work closely with the customer service and technical support teams to share information and continuously improve the chat support process • Safeguard customer and company information in compliance with data privacy and security standards

• Engage with customers through live chat, providing instant support and resolving inquiries efficiently. • Handle multiple chat sessions simultaneously, ensuring timely and accurate responses. • Troubleshoot customer issues and guide them through solutions using company-provided resources. • Document customer interactions, feedback, and issues in company databases using Microsoft Excel. • Draft and send follow-up emails to customers via Microsoft Outlook, ensuring all queries are resolved. • Collaborate with internal teams using Microsoft Teams to escalate complex issues and improve customer service processes. • Maintain a thorough knowledge of company products, services, and procedures to provide accurate information to customers. • Identify customer trends and common inquiries, reporting them to management for process improvements. • Adhere to company standards for response time, communication quality, and customer satisfaction.