Role Description We are seeking customer-focused professionals to join our team as a Member Experience Representative. In this role, you will serve as the primary point of contact for members, providers, customers, and brokers, assisting with questions related to health insurance coverage, claims, benefits, billing, and authorizations. This is an excellent opportunity for individuals with healthcare customer service, insurance, or call center experience who enjoy helping others and solving problems in a fast-paced environment. - Answer incoming calls and emails from members, providers, customers, and brokers. - Assist with questions regarding: - Health insurance coverage - Claims status - Benefit interpretation - Billing inquiries - Prior authorizations - Investigate and resolve member concerns while striving for first-call resolution. - Clearly explain healthcare and insurance information in an easy-to-understand manner. - Document all interactions accurately within company systems. - Research member issues and collaborate with internal departments to resolve concerns. - Escalate complex issues when appropriate. - Maintain confidentiality and protect sensitive member health information. - Meet quality, service, and productivity metrics. Qualifications - Minimum of 2 years of healthcare customer service or call center experience. - Experience working with: - Commercial insurance - Insurance verification - Explanation of Benefits (EOBs) - Prior authorizations - Strong customer service and problem-solving skills. - Excellent verbal and written communication abilities. - Ability to navigate multiple computer systems simultaneously. - Intermediate Microsoft Office skills, including Outlook, Word, and Excel. - Ability to work independently in a remote environment. Requirements - Medicare experience (preferred). - Health plan or health insurance experience (preferred). - Previous call center experience (preferred). - Knowledge of insurance concepts and terminology (preferred). Benefits - Medical, dental & vision. - Critical Illness, Accident, and Hospital. - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available. - Life Insurance (Voluntary Life & AD&D for the employee and dependents). - Short and long-term disability. - Health Spending Account (HSA). - Transportation benefits. - Employee Assistance Program. - Time Off/Leave (PTO, Vacation or Sick Leave). Training & Schedule - Training: First 6-8 weeks, Monday-Friday, 8:00 AM - 4:30 PM CST. - After Training: Monday-Friday, 8:00 AM - 4:30 PM CST or 8:30 AM - 5:00 PM CST. Job Type & Location This is a Contract to Hire position based out of Menasha, WI. The pay range for this position is $18.25 - $18.25/hr. Application Deadline This position is anticipated to close on Jul 15, 2026.

• To negotiate, facilitate and monitor successful return-to-work of claimants within appropriate disability duration guidelines • Assist case management staff with client competence decisions for individual positions • Determine objective, quantifiable, medically supported work restrictions for assigned claims • Facilitate return-to-work (RTW) and accommodation efforts through negotiation with client, treatment provider and claimant • Complete all accommodation/RTW related jurisdictional or client directed documentation, notification, or reporting • Document client contact in claim notes as per Sedgwick CMS standards • Adhere to medical and legal regulations and accreditation standards in written communication • Contact employers to determine specific information regarding employment area • Ascertain the specific physical tolerances, vocational skills and essential job functions needed for specific employment positions • Recommend necessary adaptive equipment as needed • Maintain regular contact with clients following placement as per program guidelines

• Handle 40+ inbound calls daily from members and providers in a back-to-back call center environment • Address multiple members and provider needs, including benefit questions, service issues, and general inquiries • Escalate unresolved and pending customer grievances • Document all interactions, actions taken, and outcomes in internal systems • Resolve routine to moderately complex issues by following established guidelines and workflows • Identify issues requiring escalation and ensure handoff to the appropriate teams • Meet quality, productivity, and customer experience expectations

• Supports guests across phones, email, chat, social media, and other digital platforms as the voice of our brand. • Manage high volume guest communications, reservations, and inquiries across all channels to ensure seamless, high-quality service. • Personalize interactions to create memorable experiences. • Handle online reservations, group events, adjustments, cancellations, and refunds accurately. • Identify opportunities to enhance the guest experience through recommendations and upgrades. • Coordinate with on-site operations teams to deliver a seamless and memorable guest experience. • Provide guests with support regarding retail transactions, promotions, seasonal programs, season passes, gift cards, rainchecks, leagues, etc. • Proactively and creatively resolve guest challenges, including technical issues and service recovery situations. • Escalate issues when appropriate. • Become a product knowledge expert to provide accurate information regarding center details, property features, onsite promotions, and event sales processes across all brands. • Respond to billing inquiries and concerns. • Meet quality assurance expectations across all channels to deliver a memorable guest experience. • Identify recurring trends and provide feedback to leadership.