• Provide friendly, accurate, and timely service to Customers (members/patients, providers, and other stakeholders) through inbound and outbound interactions via phone, email, chat, SMS, video calls, co-browser sessions, and other communication channels. • 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. • Go above and beyond to exceed Customer expectations and leave a lasting positive impression. • Protect Customers’ privacy, dignity, and Personal Health Information (PHI) at all times and comply with HIPAA and all applicable laws and regulations. • Backup and support other departments (i.e., Claims, UM, Intake, Quality, Care Management, Patient Engagement) and perform a variety of other duties as assigned. • Issue Resolution and Problem Solving: 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 (e.g., Claims, Provider Relations, Utilization Management, Intake, Care Management, Quality, etc.). • Take ownership of Customer issues, following through to ensure complete resolution and satisfaction. • Proactively identify and escalate recurring issues or trends to management. • Document all interactions and resolutions accurately and thoroughly in the appropriate systems. • Healthcare Consumer Education: Educate Customers on plan benefits, policies, and procedures. • Clearly and concisely explain complex healthcare information in a way that is easy to understand. • Encourage the use of our self-service portal and effectively teach Customers how to navigate and use our portal and other available resources. • Empower Customers with the knowledge they need to make informed decisions about their health and benefits. • Outbound Outreach and Program Enrollment: Conduct outbound enrollment outreach, inviting eligible members/patients to join Guidehealth’s care management and care coordination programs. • Conduct outbound clinical quality and wellness outreach, including medication refill reminders, blood pressure check-ins, preventive care reminders, gap-in-care closure, and general wellness check-ins. • Handle inbound calls from prospective enrollees inquiring about Guidehealth’s care management programs, qualifying interest and guiding them through next steps. • Clearly articulate the value, features, and benefits of our programs in plain, customer-centered language, helping Customers understand how participation supports their health goals. • Apply consultative listening and persuasion skills to address hesitation, answer questions, and overcome common objections with empathy, patience, and respect for the Customer’s decision. • Follow approved scripts, talking points, and call flows while adapting tone and pacing to each individual member. • Recognize and appropriately escalate clinical and behavioral health concerns, as well as urgent member needs, identified during Customer interactions. • Comply with all applicable outbound calling regulations and policies, including TCPA, state do-not-call rules, and Guidehealth scripting and disclosure standards. (Note: Customer Guides do not close sales transactions or collect payments; the focus is enrollment, education, and customer engagement.) • Compliance and Quality: Actively seek and accept coaching, feedback, and opportunities for professional development from peers, Customer Guide Coaches, Trainers, and Managers. • Adhere to all company policies, procedures, and regulatory requirements (e.g., HIPAA).

• Deliver engaging client training sessions to drive product adoption and proficiency • Build strong relationships through proactive outreach and ongoing support • Partner with clients during renewal cycles to strengthen relationships and identify growth opportunities • Respond to client requests and troubleshoot data, platform, and reporting questions • Support onboarding and business development with data requests and new client setup • Collaborate cross-functionally to ensure a seamless client experience

• You will onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals. • You will provide resources to your customers, including success plans, customer-specific training sessions and organize regular check in calls. • You will engage your customers early and frequently, to help them get the most out of UpGuard from day one and continue to drive engagement. • Advocate for the customer; Provide updates to internal cross-functional partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities. • You will translate your customer’s requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard. • You will monitor the health of your customers and intervene with proactive education when customers are not effectively using UpGuard to achieve the value they expected. • Willingness to travel 20% of time within the city and to other cities within India.

Role Description AO Globe Life is hiring professionals to join our remote team supporting veterans and their families. In this role, you will meet virtually with pre-scheduled clients to help them understand and access important supplemental coverage options. All consultations are scheduled in advance—there is no cold calling or prospecting required. This opportunity is ideal for individuals who enjoy working with people, communicating clearly, and building meaningful client relationships while working remotely. - Conduct scheduled virtual consultations with clients via Zoom - Evaluate client needs and present personalized coverage recommendations - Maintain accurate client records and ensure compliance with internal systems - Provide follow-up assistance regarding policies, updates, and client questions - Participate in regular team meetings, training sessions, and professional development programs Qualifications - Strong communication and organizational skills - Experience in sales, client service, or advisory roles is preferred - Familiarity with the veteran community is a plus - Authorized to work in the United States - Reliable high-speed internet connection and a Windows-based computer with a webcam Benefits - 100% remote work environment - Flexible scheduling options - Weekly pay through a commission-based structure - Vested renewals for long-term income growth - Equity opportunity for qualifying team members - Monthly and quarterly performance bonuses - Paid training and licensing support - Career advancement opportunities and leadership development pathways Company Description