Role Description Exciting remote opportunity to join an expanded centralized clinical team supporting BJC Medical Group primary care clinics in a team lead role! The Clinical Rep, Cust Svc (Access Ctr) provides remote clinical support by performing a variety of clinical duties such as: - Managing medication refill requests - Prior authorizations - Responding to patient messages through the electronic health record (e.g., MyChart) Working under the direction of licensed providers, this position requires strong clinical judgment within scope, attention to detail, and efficient inbox management in a fast-paced ambulatory environment. Monday through Friday 8 a.m. to 4:30 p.m. Qualifications - High School Diploma or GED - 5-10 years of experience - No supervisor experience required - Associate's Degree preferred - Less than 2 years of supervisor experience preferred Requirements - Manages a high volume of incoming calls from patients, healthcare providers and facilities for various reasons, including scheduling appointments, refilling medications, obtaining insurance referrals, and more. - Leverages critical thinking with speed and accuracy to identify the reason for the call and take appropriate action. - Navigates the electronic health record to obtain and validate historical information. - Schedules patient visits based on complex provider preferences and verifies insurance eligibility. - Manages calls within established performance and customer service standards. - Assists with candidate interviews and provides training and coaching to team members. - Completes proactive quality audits of performance standards and reports operational performance metrics. - Ability to work in a constant state of alertness and in a safe manner is essential. Benefits - Comprehensive medical, dental, vision, life insurance, and legal services available first day of the month after hire date - Disability insurance paid for by BJC - Annual 4% BJC Automatic Retirement Contribution - 401(k) plan with BJC match - Tuition Assistance available on first day - BJC Institute for Learning and Development - Health Care and Dependent Care Flexible Spending Accounts - Paid Time Off benefit combines vacation, sick days, holidays, and personal time - Adoption assistance

• Ensure high telephone availability (service level) • First point of contact for all employees of our business customers for IT incidents and requests in the areas of workplace, operating systems, password and account management, and identification and access management • Accurate recording, analysis and triage of incidents and requests • Flawless handling of all tasks according to the prescribed standards and compliance with defined processes, directives, policies and ITIL best practices • Additional specific tasks within the scope of our various mandates

Role Description We are seeking a dedicated and proactive Customer Service Representative to join our team. As a Customer Service Representative, you will be the primary point of contact for our clients (inbound and outbound calls), ensuring exceptional service delivery and fostering positive relationships. This role requires a strong focus on client satisfaction, accountability, problem resolution, and dependability. Responsible for servicing clients. Answer all incoming Client and Creditor calls; maintain accurate client records while acting as a company-client liaison. - Client Interaction: Serve as a point of contact for clients and creditors answering inbound and making outbound calls to verify or update needed information. Provide timely, accurate, and professional responses to inquiries, concerns, and requests while noting client contact in the database. - Problem Resolution: Listen actively to client concerns, troubleshoot issues, and provide appropriate solutions or escalate to the relevant area when necessary. Strive for a first-call resolution to ensure client satisfaction and retention. - Relationship Building: Build and maintain strong, trusting relationships with clients through excellent communication and personalized interactions. Understand their needs, preferences, and expectations to deliver tailored solutions to their expectations and make them feel valued. Maintaining a courteous manner with clients at all times. - Product and Company Knowledge: Develop a comprehensive understanding of our service and policies to effectively address client questions and provide accurate information. Continuously learn and grow your knowledge base to stay informed about product updates and/or changes. Familiarity with the other departments and duties in how they align with CS cause and effect. - Documentation and Reporting: Maintain detailed and accurate records of client interactions, while ensuring good satisfaction levels. - Collaboration: Collaborate with the CS team and other internal teams as needed to ensure seamless client experiences. Share client feedback and insights to drive improvements. - Adherence to Policies: Adhere to company policies, procedures, and superior service standards at all times. Ensure compliance with regulatory requirements and data protection laws in handling client information. Ensuring dependability and having a sense of responsibility to teammates and clients. Qualifications - Customer-centric: A genuine passion for delivering exceptional customer service and creating positive experiences for clients. - Communication Skills: Excellent verbal and written communication skills with the ability to articulate information clearly and effectively. - Computer Proficiency: Use and ease of computer systems and proficient data entry skills, ability to multi-task during use of systems. - Problem-solving: Strong analytical and problem-solving skills with the ability to think critically and resolve issues promptly. - Organization: Coordination and planning of tasks and activities. - Detail Oriented: Either through listening skills, documentation, learning, or communication. - Empathy: Empathetic and patient demeanor with the ability to understand and empathize with client concerns and frustrations. - Dependability: Demonstrated reliability and accountability in meeting job responsibilities. Punctuality and consistency are essential. - Adaptability: Ability to adapt to changing priorities, workload, and procedures in a fast-paced environment. - Team Player: Collaborative mindset with a willingness to support teammates and contribute to team success. - Experience: Previous experience in customer service or a related field preferred. Familiarity with CRM software and ticketing systems is a plus. Benefits - Competitive compensation package. - Career development & growth opportunities through performance and career pathing. - 100% Premiums paid on Basic Life insurance, AD&D, Short-Term Disability, and Long-Term Disability. - Affordable Medical, Dental, and Vision coverage that begins on the first day of employment with generous contribution. - Optional Supplemental Insurance for Life Insurance, Critical Illness, and Accident. - Employee Recognition Programs – Standing Ovation, Voice of Support, and Time in Service Bonus. - 401K plan with 100% matching up to 4% and immediately vested. - No cost Employee Assistance Program and Travel Assistance. - Generous PTO package that starts on day 1 and increases after 1st year. - Commitment to employee communication through employee suggestions and engagement surveys. - Experienced leadership team with decades of industry experience. - Great team members who want you to succeed!

Role Description You will be responsible for leading a team of motivated and skilled Support Engineers for our EMEA-based Support Team. This role balances hands-on technical support with team leadership, queue oversight, and quality control. You will be part of a highly functioning team of individuals comprised of Level 1 and 2 engineers. This is a working team lead role. You will carry cases, coach engineers, and drive operational discipline across the team to achieve world class support. What you'll do - Provide daily guidance and direction to Nerdio Support Engineers - Review cases for troubleshooting depth, documentation quality, and communication clarity - Set expectations for case ownership, follow-through, and customer updates - Support onboarding and ramping of new engineers - Deliver direct coaching and performance feedback aligned with Technical Support expectations - Reinforce consistent ways of working across regions Operational Ownership - Own day-to-day performance of the Nerdio Support queue - Identify trends and recurring issues and partner with leadership on process improvements - Ensure escalated cases meet readiness standards and include proper documentation and diagnostics - Monitor ticket flow, backlog, aging, and response times - Ensure SLA adherence and proactive communication in priority cases - Partner with the Escalation team to ensure clean, well-documented handoffs - Step in on high-impact cases when needed to stabilize customer situations Nerdio Customer Support - Provide advanced troubleshooting support for complex Nerdio Product Issues: AVD, Intune, and Modern Work centric. - Support deployments and customer onboarding activities - Engage directly with customers via screen share and live troubleshooting sessions - Serve as a senior technical resource for high-impact customer cases Technical Expertise - Demonstrate strong working knowledge of Azure Virtual Desktop (AVD) - Windows 365 Cloud PC - Microsoft Intune - Microsoft Entra ID (Azure AD) or Active Directory (AD DS / Entra DS) - FSLogix - Azure networking fundamentals - Promote structured troubleshooting and consistent ways of working - Complete Microsoft AZ104 Certification within 90 days of employment Cross-Functional Collaboration - Partner with Escalation teams to ensure clean handoffs and efficient resolution - Collaborate with the Engineering and Product teams on reproducible issues and feedback - Support Sales Engineering and Customer Success during customer engagements - Drive alignment across regions to maintain global standards Qualifications - 5+ years of technical support, cloud infrastructure, or enterprise systems experience - Strong experience with Azure Virtual Desktop and Intune environments - Comfortable leading peers and setting technical standards - Clear communication with both customers and internal stakeholders - Strong diagnostic and troubleshooting mindset Preferred Qualifications - Previous experience in providing support for cloud-based services or SaaS (Software as a Service) products - Knowledge of Active Directory, Group Policy, and identity management concepts - Experience with ticketing systems, such as Zendesk - Understanding of ITIL (Information Technology Infrastructure Library) framework and best practices - Certification in relevant technologies, such as Microsoft Azure certifications (e.g., Azure Administrator, Azure Solutions Architect) or ITIL certifications Benefits - Competitive Base and Incentive Plan - Stock Options - Health and Welfare Plans* - Life and Disability Plans* - Retirement Plan* - Unlimited Flexible Paid Time Off, including your birthday off! - Collaborative Team Culture * Benefits for international employees, outside the US, vary by country. Company Description Nerdio is committed to a diverse and inclusive workplace. Nerdio is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.