Role Description At Guidehealth, we are committed to creating a positive and supportive work environment where our employees can THRIVE. We value teamwork, innovation, technical aptitude, and a dedication to providing exceptional service to our Customers. Join our team and make a difference in the lives of others! As a Customer Guide at Guidehealth, you serve as the voice of our company and a primary point of contact for our valued members/patients and providers (“Customers”). You are more than a responsive Customer service representative; you are a trusted navigator, a problem-solver, and an expert guide through the often complex world of healthcare benefits and care management. Your work spans inbound service calls, inbound program inquiries, and outbound outreach — including enrollment invitations and clinical quality calls such as medication refill reminders, blood pressure checks, and wellness check-ins. Your main focus is to deliver an exceptional, empathetic, efficient experience in every interaction. You’ll build trust, resolve issues, and empower members/patients to take full advantage of the benefits and care programs available to them through expert guidance and clear, human-centered communication. Qualifications - High school diploma or equivalent required. - Minimum of 2 years of experience in one or more of the following: - Customer service in a health plan, HMO, TPA, or healthcare setting; - Program enrollment, telemarketing, cold calling, appointment setting, inside sales, or other outbound calling roles. - Minimum of 1 year of experience in a healthcare contact center or outbound calling environment. - Exceptional customer service skills, with a genuine passion for helping others. - Strong empathy, patience, and the ability to build rapport with diverse individuals. - Excellent verbal and written communication skills, excellent grammar, and pronunciation. - Ability to communicate clearly, concisely, and professionally. - Active listening skills and the ability to understand and address customer needs effectively. - Strong persuasion and objection-handling skills. - Comfort with structured outbound calling, scripted call flows, and dialer-based workflows. - Resilience and a positive, professional attitude. - Strong problem-solving and critical-thinking abilities. - Proficiency with computer systems, including CRM software and Microsoft Office Suite. - Knowledge of medical terminology, healthcare benefits, and insurance processes. Requirements - Actively listen to understand Customers’ needs and concerns and demonstrate empathy and patience. - Help Customers navigate internal processes and available resources to achieve their desired results. - Build rapport and establish trust with Customers to create a positive, personalized experience. - Protect Customers’ privacy, dignity, and Personal Health Information (PHI) at all times and comply with HIPAA and all applicable laws and regulations. - Answer inquiries regarding benefits, claims, eligibility, provider networks, prior authorizations, preventative health promotion, and other healthcare-related topics. - Research and resolve complex issues, collaborating with other departments as needed. - Take ownership of Customer issues, following through to ensure complete resolution and satisfaction. - Document all interactions and resolutions accurately and thoroughly in the appropriate systems. - Educate Customers on plan benefits, policies, and procedures. - Encourage the use of our self-service portal and effectively teach Customers how to navigate and use our portal and other available resources. - Conduct outbound enrollment outreach, inviting eligible members/patients to join Guidehealth’s care management and care coordination programs. - Clearly articulate the value, features, and benefits of our programs in plain, customer-centered language. - Follow approved scripts, talking points, and call flows while adapting tone and pacing to each individual member. - Comply with all applicable outbound calling regulations and policies. - Actively seek and accept coaching, feedback, and opportunities for professional development. - Meet or exceed individual and team performance goals related to Customer satisfaction (CSAT), first contact resolution, quality, efficiency, attendance, and schedule adherence. Benefits - Work from Home: Guidehealth is a fully remote company, providing you the flexibility to spend less time commuting and more time focusing on your professional goals and personal needs. - Keep Health a Priority: We offer comprehensive Medical, Dental, and Vision plans to keep you covered. - Plan for the Future: Our 401(k) plan includes a 3% employer match to your 6% contribution. - Have Peace of Mind: We provide Life and Disability insurance for those "just in case" moments. - Feel Supported When You Need It Most: Our Employee Assistance Program (EAP) is here to help you through tough times. - Take Time for Yourself: We offer paid time off plans helping you achieve work-life balance and meet your personal goals. - Support Your New Family: Guidehealth offers paid parental leave to give you the time you need. - Learn and Grow: Guidehealth offers various resources dedicated to your learning and development to advance your career with us.

• Provides strategic guidance towards compliant, safe and efficient handling of Waste Streams • Monitors operational efficiencies and cost goals • Provides strategic consultative resources to hospital staff • Conducts Surveys identifying compliance gaps • Project manages implementation of new compliance-based services • Regularly schedules and completes customer-facing activity

Role Description MERIT is seeking a full-time Project Coordinator to work under direct supervision, assisting the Project Management Division with the coordination and conduct of project management activities, including the creation and distribution of study-related documents. Primary functions include: - Supporting the management of clinical trial data in the EXCELSIOR™ cloud application environment - Performing data upload and quality control functions - Recording and distributing meeting minutes - Maintenance of controlled documents including Master Project Files - Providing support functions for clinical sites, reading centers, and clients according to company and/or study-specific procedures and Good Clinical Practices (GCP) ESSENTIAL DUTIES AND RESPONSIBILITIES: - Administrative Duties: - Assist in the management of office tasks, including organization and coordination of controlled documents - Assist with all aspects of study management - Assist in the development of the project and regulatory documents; includes proofreading of documents - Assist in the creation, duplication, and dissemination of documents - Assist with responses to quality review audits - Monitor own work to ensure quality and completeness - Study-Related Duties: - Assist with all study activities from start-up through close out - Organize and prioritize work assignments to complete assignments and tasks on time, with quality, and has the ability to anticipate problem areas in advance - Apply creative approaches and ideas to solve problems maximizing the effective use of appropriate resources - Initiation of Master Project File and maintenance of project documents - Generate and email eligibility notifications - Attend project meetings internally and with the sponsor (via teleconference or face-to-face) throughout the project - Communicate with Shipping and Receiving Department to confirm shipment and receipt of study-related materials at the designated address - Software-related Duties: - Understand the EXCELSIOR™ product, protocol, and conduct of clinical trials in sufficient detail to be able to adequately discuss tasks with study team members - Assist with the review of EXCELSIOR™ study-specific configuration - Manage and review site surveys; update EXCELSIOR™ for site registration - Assist with providing guidance and training to sponsors, CROs, clinical sites, and graders on the use of EXCELSIOR™, including software functionality and technical support - Image check-in and quality control - Issue and review data query responses to ensure completeness and accuracy of response relative to other data - Review, categorize, and respond to customer support and complaint tickets in the helpdesk application - Perform and document periodic review of inactive users in EXCELSIOR - Other: - Comply fully with company policies and Standard Operating Procedures (SOPs) - Other responsibilities may be assigned as required Qualifications - Preferred bachelor’s degree in a health-related, biological science, computer science, data entry, customer service, or business management field (or internal company work experience) - Strong interpersonal and organizational skills - Excellent attention to detail - Ability to follow direction, assess Company needs, and work independently - Computer skills to include proficiency in Microsoft Office software and ability to learn Company specific software - Ability to project a professional attitude and image appropriate for the work environment - Ability to participate and contribute in a team environment as a team member - Oral and written communication is clear, concise, and effective Requirements - None Benefits - 401k Retirement - Health Insurance - Paid Holiday - Paid Long-Term Disability insurance - Paid Life Insurance - Paid Time Off Company Description MERIT CRO, Inc. is a global clinical trial endpoint expert specializing in multiple therapeutic areas. We’re committed to making a difference and are seeking talented people to join our team. Collaboration and customer focus are at the core of everything we do. We value diversity and are interested in people with drive, dedication, and creative problem-solving skills. We offer flexible schedules and remote opportunities.

• Act as first line of contact for customers with emergent technical needs • This role primarily supports international customers • Manage technical projects from customer inquiry to project closure • Provide leadership and project management for assigned projects • Ensure project management practices are followed in accordance with business policies and projects are delivered within schedule and cost constraints • Identify, assess, and manage project risks and issues, implementing mitigation strategies as necessary • Ensure compliance with industry regulations, safety standards, and business policies • Monitor project performance, track key performance indicators (KPIs), and report progress to stakeholders • Negotiate contract terms and manage change orders as needed to address project scope changes or non-standard events • Mentor and guide junior project managers, sharing expertise and best practices • Develop specialized knowledge in nuclear energy and stay updated on the latest technical developments in the field • Use technical expertise for data analysis to support project decisions and recommendations