• Handle inquiries for the New Jersey Department of Human Services Office of Child support via inbound calls • Respond to telephone inquiries and concerns using approved procedures and guidelines while ensuring the quality and integrity of the call • Answer questions on various issues such as child support payments history and account histories • Reset Personal identification of callers unable to self-serve in the Interactive Voice Response system • Gather information, research/resolves inquiries, and appropriately document customer calls • Understand and retain a large amount of information • Answer and respond professionally to escalate calls • Communicate appropriate options for resolution promptly • Review customer needs and inform customers of services and resources available to them

• Handle all incoming patient inquiries with professionalism, efficiency, and compassion, serving as the primary point of contact for every patient. • Adhere strictly to the Inbound Call Procedure and Scripting, including the Standard Greeting Script, for consistent and empathetic communication. • Triage and resolve common inbound call reasons, including initial scheduling, re-scheduling, appointment troubleshooting, insurance/billing questions, patient feedback/complaints, medication status questions, and urgent patient needs • Provide support for appointment management, including verifying appointment times and rescheduling appointments.

• Be the client's focal point throughout the entire post-onboarding journey. • Conduct handoff meetings, callbacks, and success meetings. • Handle cancellation cases directly, seeking retention and recovery of the relationship. • Perform NPS follow-up, identify root causes, and propose improvement actions. • Drive adoption of level-1 features (usability, strategic vision, processes). • Map churn risks and act proactively to mitigate them. • Create and track personalized success plans. • Monitor metrics such as health score, engagement, and adoption. • Record interactions and updates in the CRM with quality and consistency. • Partner with the technical team to ensure deliveries are aligned with client needs. • Identify expansion opportunities (upsell/cross-sell) when appropriate for the client.

• Support growing US-based customer support operations • Handle inbound and/or outbound customer interactions • Thrive in fast-paced support environments