• Applies problem-solving and critical thinking skills to prioritize, analyze, clarify and execute data entry and processing requests of basic to difficult complexity from internal and external customers related to agent contracts, commission schedules, licenses, appointments, product authority, system access, and terminations. • Provides excellent customer service by ensuring that their needs are met. Pulls work items from a queue and prioritizes based on established service levels. • Ensures compliance with department and company procedures, standards and applicable regulations by utilizing documented procedures. • Follow up as needed with the appropriate person(s) to gather missing information and resolve problems. • Advises customers via the appropriate media when requests have been completed. • Updates processing systems and other tools to reflect work activity and communication with customers. Supports large accounts and network requests. • This sometimes includes contacting accounts to better understand requests and conducting meetings to clarify processes or procedures or better understand pain points. • Recommends and helps implement approved system, process and other improvements to reduce waste and deliver a better customer experience. • Identifies and reports system defects. Limited support system testing for transactions of basic to difficult complexity as assigned. Limited support for handling inbound calls. • Complete requests within department service and quality standards. • Complete expected volume of requests to meet established efficiency expectations.

Role Description Using excellent customer service skills, answer incoming lines in order to assist patients, referring physician's offices, and other patient support agencies in a personal, efficient, and organized manner. - Use Call Center standard operating procedures and protocols to register new patients, update patient demographics, schedule, reschedule, cancel, and verify appointments. - Verify patient insurance. - Accurately enter patient telephone messages into the computer and electronically route messages to the appropriate pool in Epic, the Electronic Health Record (eHR). - Regularly communicate with internal employees to meet the patient's needs. - Maintain professionalism, courtesy, and confidentiality at all times. - Repetitively answer a high volume of phone calls each day. - Work with other team members to achieve Call Center and organizational goals in order to provide quality patient service. Qualifications - Significant interest in customer service and helping achieve optimal outcomes for all callers. - Particular interest in the healthcare field. - High School graduate or GED required. - College or vocational training a plus. Requirements - At least 1 year direct customer service contact experience, preferably in a medical facility. - Previous computer experience in a Windows environment for a minimum of one (1) year. - Call center experience preferred. - Six months previous appointment scheduling experience. - Knowledge of what excellent customer service entails. - Knowledge of the principles of good communication and teamwork. - Knowledge of medical terminology and an understanding of health insurance guidelines are helpful. - Outstanding customer service skills with sensitivity towards patients' rights and confidentiality. - Excellent listening skills. - Ability to read, write, and verbally communicate in English using good spelling and grammar skills. - Ability to maintain excellent customer service and composure while taking repetitive calls throughout the day. - Ability to deal with challenging telephone encounters while providing excellent customer service. - Ability to work in a dynamic, fast-paced environment utilizing good decision-making skills. - Ability to be positive and a good team player. - Perform multiple tasks with a high level of accuracy and ensure quality communication. - Ability to learn and successfully utilize the electronic health record, Epic. Benefits - 401(k) - Flexible schedule - Paid time off

• Proactively coordinate medication refills including data entry and pharmacy claim adjudication • Make outbound patient refill phone calls and complete the patient refill request • Answer, resolve and triage inbound inquiries • Clarify prescription orders with pharmacist and/or clinician as appropriate • Identify medications requiring special storage and/or handling such as hazardous medications and/or refrigerated medications • Manage, organize, and update relevant data using database applications • Apply observations and recommendations regarding operational issues, increased productivity, and quality standards • Identify trends and resolve problems by recommending improvements and implementing changes • Actively participate in process improvement initiatives • Act as a value-added business partner to stakeholders throughout the organization • Protect organization's value by maintaining confidential information • Update knowledge by participating in educational opportunities, reading professional publications, and maintaining networks • Ability to be flexible on shift times: typical shift times: 8:30AM to 5:00PM but can differ based on time zone and clinic operating hours (standard hours to be discussed at time of hire and overtime and weekend hours may be required as needed) • Other duties and/or responsibilities may apply

Bilingual Contact Center Representative Remote (USA) Portland, OR Remote, USA Full time REQ006734 The next part of your journey is right around the corner — with The Standard. A genuine desire to make a difference in the lives of others is the foundation for everything we do. With a customer-first mindset and an intentional focus on building strong teams, we’ve been able to uphold our legacy of financial stability while investing in new, innovative technologies that support the needs of our customers. Our high-performance culture focused on operational excellence thrives thanks to remarkable people united by compassion and a customer-first commitment. Are you ready to make a difference? Job Summary Join our team to provide exceptional customer service by responding to inquiries, resolving issues, and ensuring members have a positive experience with our products and services. You’ll be responsible for answering product-related questions, conducting research, and guiding members through procedures. Additionally, you will help resolve issues, escalate when necessary, and follow up with clients as needed to ensure satisfaction. Utilizing various tools and systems, you'll contribute to maintaining high standards in service quality and customer satisfaction. Key Responsibilities: - Respond to customer inquiries, providing clear and accurate information about products and services. - Research and resolve member issues, escalating when needed to meet service timelines. - Ensure customer satisfaction through effective communication, de-escalation, and follow-up. - Collect and analyze customer feedback for process improvement. - Support division projects related to customer service activities and administrative functions. Skills and Background You’ll Need Education: High school diploma or equivalent; Associate degree preferred. Experience: 2+ years of customer service or telephonic experience. - Bilingual in Spanish and English - Strong communication and problem-solving skills. - Experience in a contact center environment. - Proficiency with customer service technologies and systems. - Ability to work in a fast-paced environment and manage multiple tasks. Key Behaviors of a Successful Candidate - Adaptability: Able to adjust to new processes, systems, and feedback. - Problem-solving: Identifies issues, investigates solutions, and resolves concerns effectively. - Customer-centric: Focused on delivering an excellent experience for members. Why Join The Standard? We have built an enduring legacy of stability, financial strength and exceptional customer service through the contributions of the service-oriented people who choose to work at The Standard. To ensure we can attract and retain the best talent, when you join The Standard you can expect: - A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions - An annual incentive bonus plan - Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure - A supportive, responsive management approach and opportunities for career growth and advancement - Paid parental leave and adoption/surrogacy assistance - An employee giving program that double matches your donations to eligible nonprofits and schools The actual compensation for this role will be based on a combination of education and experience, knowledge and skills, position budget, internal equity, and market data. Salary Range: 20.00 - 26.20