Role Description This job provides customer service in a call center environment by primarily receiving and responding to telephone inquiries from policyholders, beneficiaries, providers, agents, or others for information concerning insurance policies by performing the following duties: - Provides information and assistance to providers, agents, policyholders, and others by responding to telephone inquiries from CHCS third-party administrator clients to include Medicare Supplement and Life Policies. - Accurately provide information regarding various insurance questions (i.e., verification of benefits, claims status) by accessing and updating software system data within company response standards. - Provides service and follow-up on insurance questions by researching company records to obtain information requested by customer, performing routine transactions, and retrieving results from an online terminal. - Maintains working knowledge base of all company products and services. - Complying with company regulations regarding Privacy, confidentiality, and private health information. - Providing written and oral communication to policyholders, agents, providers, and others regarding inquiry status and resolution. - Initiate and complete Call Tracks, checklists, and supportive clerical responsibilities as necessary. - Ability and Flexibility to work various shifts as required. - Able to type speed of 30 wpm with 95% accuracy rate. Qualifications - High school diploma or general education degree (GED); and six months related call center experience and/or training. - Preferred Experience: Associate’s degree. - Experience with Long Term Care Insurance preferable in a Call Center setting. - 2 years related call center and customer service experience. Requirements - Collaborative team spirit. - Accountable and able to work remotely and independently. - Able to pass background screening and drug tests pre and post hire – includes THC. - Verification of high school, GED, or college diploma upon request. - Timely responses from three professional references. - Able to provide a dedicated remote work location free from background noises, interruptions, and desk clutter. - Able to provide an ongoing reliable internet connection and access to a smart phone for Multi Factor Authentication and communication purposes. Company Description Wellcove has been recognized as the nation’s leading full-service senior market solutions provider for over 25 years. Our solutions span the insurance senior market sector, focusing on long-term care and Medicare Supplement plans. However, we don’t stop there. Wellcove also addresses challenges faced in accident & health, disability, and supplemental health insurance programs. Our team provides individuals and their families with peace of mind knowing their insurance needs will be met in a thoughtful, efficient manner. We are able to do this because of our dedicated associates, innovative solutions, and state-of-the-art technology.

Role Description The purpose of the Customer Support Representative for Electronic Visit Verification (EVV) and Facility Verification Department is to provide seamless support to clients by managing the usage and compliance of the EVV and Facility systems/platforms. The Customer Support Representative offers retraining, troubleshooting, and ongoing guidance to enhance system efficiency, improve client satisfaction, and ensure the accurate and compliant delivery of Home Care and Facility invoices to LTC insurance carriers. - Serve as a point of contact for clients utilizing Wellcove’s EVV and Facility platforms, addressing inquiries and resolving issues promptly. - Assist claimants, caregivers, home care agencies, and facilities in ongoing inquiries regarding the EVV and Facility platforms. - Provide training and guidance to clients on the use of EVV and Facility platforms, tools, and processes. - Gather required information from clients and accurately record data in Wellcove’s platforms/systems. - Maintain organized documentation for all client interactions, training sessions, and compliance activities. - Provide outstanding customer service via phone and email, displaying professionalism, empathy, a sense of urgency, and a genuine willingness to help. - Independently process caller requests accurately and promptly in Wellcove’s proprietary system and escalate as appropriate. - Comply with customer support objectives and performance standards. - Effectively use process resources to gain knowledge base and ensure the delivery of accurate information and error-free processing of requests. - Other duties as assigned. Qualifications - Excellent computer skills including proficiency with Microsoft Office applications. - Accountable and able to work remotely and independently. - Displays a positive ‘can do’/customer-first attitude. - Excellent communication skills and appropriate etiquette, great phone manners, and ability to speak with a wide range of personalities. - Demonstrate a high level of proficiency in the use of the English language in oral and written forms. - Willingness to learn new duties and technology-related skills as required. - Ability to effectively multi-task. - Collaborative team spirit. - Ability to pass background screening and drug test (includes marijuana). - Ability to provide responses from three professional references. Company Description Wellcove has been recognized as the nation’s leading full-service senior market solutions provider for over 25 years. Our solutions span the insurance senior market sector, focusing on long-term care and Medicare Supplement plans. However, we don’t stop there. Wellcove also addresses challenges faced in accident & health, disability, and supplemental health insurance programs. Our team provides individuals and their families with peace of mind knowing their insurance needs will be met in a thoughtful, efficient manner. We are able to do this because of our dedicated associates, innovative solutions, and state-of-the-art technology.

• Provide friendly, efficient, and professional customer service • Resolve issues quickly and effectively • Recommend solutions that enhance the customer experience • Handle inbound and outbound calls based on your assignment • Successfully complete training and stay updated with ongoing learning • Enter and manage orders, handle cancellations/changes, and request reprints or credits • Ensure security and privacy for every interaction • Accurately enter data and ensure smooth follow-up processes • Monitor individual performance and contribute to team success • Participate in outbound calls as needed to meet client objectives • Support team and company goals while maintaining a professional and secure work environment

Role Description As a Bilingual Customer Experience Associate at Ethos, you will be responsible for delivering an exceptional experience to both new and existing Spanish/English speaking customers and insurance agents who refer business to Ethos. To succeed in this role, you should have: - A relentless focus on the customer - Strong attention to detail and problem-solving skills - Exceptional communication skills This is a remote working role, working exclusively US hours - 8 AM - 6 PM Central Time (CDT). Candidate must be fluent in Spanish & English language both verbal and written. - Mandatory - Required minimum or equivalent to B2 certificate in Spanish language. - Mandatory - Required minimum or equivalent to C1 certificate in English language. Duties and Responsibilities: - Ensure accuracy in information being communicated to agents, especially regarding policy status and the agent’s compensation. - Become efficient in systems dealing with both consumer policy information as well as partner agent systems. - Able to understand and communicate complex agent payments and contract details. - Provide excellent service via email, live chat, SMS, and phone, answering inquiries in both Spanish & English. - Develop strong understanding and knowledge of Ethos products and processes to support customers/agents. - Identify customer/agent needs and process requests efficiently and effectively within defined service levels. - Build rapport and gain the respect of agents through clear and transparent communication. - Meet individual and customer support team goals and objectives. - Identify opportunities for process improvements for assigned functions, collaborating with management to implement solutions. Qualifications - 1-3 years bilingual experience in customer support, customer success, operations, or related role. - Experience in life insurance or related industry a plus, but not required. - Very detail-oriented, especially while working with agent compensation and contract details. - Bachelor’s degree preferred. - Proficiency working with Salesforce or equivalent support/help desk software preferred, but not required. - Strong intellectual curiosity and drive to solve problems. - Excellent time management, highly organized, and prioritization necessary to balance all responsibilities. - Possess grit and can adapt to changes quickly. - Adaptable to change and ability to change tasks quickly while maintaining attention to detail. - Excellent phone presence handling Spanish & English calls, screen navigation, and written communication skills. Requirements - Fluency in Spanish and English (verbal and written). - Availability to work US hours - 8 AM - 6 PM Central Time (CDT). Benefits - Remote work opportunity. - Diverse and inclusive workplace.