Role Description Responsible for answering inbound calls from borrowers, third parties, and clients, answering questions, and performing loan maintenance requests. - Maintain availability to answer inbound calls daily, answering various and complex inquiries concerning all aspects of loan servicing, and handling escalated issues from junior staff. - Appropriately refer inquiries and research requests to the applicable department or staff member. - Verify and change account information, process, and forward documentation requests to various internal departments, perform and request research on tax and insurance issues, process loan payments, resolve and explain billing issues, and verify tax and insurance disbursements. - Submit requests to initiate, correct, or resolve issues of payments, tax and hazard insurance, escrow accounts, purged loan information requests, loan payoff requests, transfer and conversion, and general research on lien releases. - Prepare and send account information and other correspondence to borrowers, clients, and other third parties. - Document all activity timely and accurately in appropriate databases. - Represent “Private Label” clients by using organizational names accurately when interacting with their customers. - Comply with the Code of Conduct and successfully complete annual regulatory training requirements. - Assist with outbound telephone call projects, such as welcome calls or task completion calls. - Maintain knowledge of current policies and procedures for each department within loan servicing and each Private Label client. - Maintain a minimum of 75 incoming calls per day with at least a 90% quality score. - Identify and communicate ideas for improved workflow, enhanced automation, and increased service levels. - Successfully complete annual regulatory compliance training. - Perform other related duties as assigned. Qualifications - High school diploma or equivalent. - 1+ years in a high-volume call center. - Solid PC skills: Proficient with Microsoft applications and mortgage servicing platforms. - Strong analytical and problem-solving skills and attention to detail/accuracy. - Ability to handle complex, multiple tasks simultaneously in a fast-paced environment. - Effective verbal and written communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences, including an ability to explain complex matters to customers clearly and concisely. Requirements - Knowledge of loan processing systems. - College degree or mortgage industry experience equivalent. Benefits - Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more. - Employer paid Life Insurance, Short Term Disability, and Long-Term Disability. - 401 (K) Plan with company match. - Paid Vacation, Sick, Personal and Holidays.

• Serve as the primary point of contact for patient inquiries related to billing statements, account balances, and financial policies • Manage inbound patient phone calls and portal/secure messages with professionalism, empathy, and timely follow-through • Handle patient escalations with care and composure, resolving concerns or routing to appropriate leadership when needed • Communicate clearly about patient financial responsibility, explaining charges in plain language that is easy to understand • Process patient payments accurately via phone, portal, and other approved payment channels • Set up and manage patient payment plans in accordance with Diana Health policies, ensuring payment arrangements are documented and tracked • Monitor payment plan adherence and proactively follow up with patients to support successful completion • Maintain accurate and thorough documentation of all account activity and patient communications • Educate patients about available financial assistance programs and eligibility criteria • Guide patients through the financial assistance application process with compassion and clarity • Review and process financial assistance applications in accordance with established policies • Collaborate with internal teams to ensure timely decisions and a seamless patient experience throughout the assistance process • Comply with all revenue cycle and patient financial services policies and procedures • Maintain strict confidentiality and HIPAA compliance in all patient interactions and documentation • Prioritize tasks effectively to meet response time standards and patient experience goals • Accurately track daily activity and meet department productivity standards as defined by management • Support special projects and initiatives as assigned by Manager or Supervisor

• Lead, mentor, and manage a global/offshore CSR team to deliver consistent, high-quality customer support • Supervise a group of team resources and align your team’s activities/objectives with organizational business goals • Interact with all levels of the customer support organization from Senior Management to Customer Support Representative level • Conduct regular 1:1s, performance check-ins, coaching sessions, and skills development training • Recruit, onboard, and train new team members to ensure capability and cultural alignment • Monitor and report on key support metrics (SLA, FCR, CSAT, backlog, productivity) • Collaborate with Customer Success to align on customer health, adoption, renewal risk, and proactive support opportunities • Own and refine Standard Operating Procedures (SOPs), playbooks, and knowledge base articles

Role Description Our Medicare Customer Service Rep plays a critical role in providing responses to telephone inquiries from medical providers or representatives related to a wide range of Medicare topics involving Part A (hospital insurance) and/or Part B (medical insurance). They are accountable to educate customers on coverage, claim submission, and use of self-service offerings. Success is accomplished by navigating multiple systems to research and resolve inquiries with a clear, accurate, and easy to understand response. Preference will be given to those that have Medicare and call center experience. Qualifications - High School Diploma or GED or equivalent. - 1 or more years of customer service experience working with health insurance and/or Medicare. - Ability to function in a fast-paced, high-volume call center environment. - Proficiency in Microsoft Office Suite and customer service software. - Strong verbal and written communication skills with the ability to effectively explain complex information. - Solid ability to multitask, prioritize, and manage time effectively in a fast-paced environment. - Ability to maintain a high level of accuracy and attention to detail. Requirements - Can provide responses to provider (and other third-party contacts) calls relating to: - Part A and/or Part B General Inquiries - Part A Appeals Status - Part B Reopenings - Part A and Part B Provider Enrollment Inquiries - Would enjoy assisting and educating providers on Medicare regulations on inquiries by utilizing CMS guidelines, publications, and reference materials to ensure correct claim submission. - Can enroll providers with recurrent concerns or errors into contact programs for intensive education. - Would like to maintain knowledge of A and/or B processing systems and applications required for job functions, including: - Multi-Carrier System Desktop (MCSDT) - Fiscal Intermediary Shared System (FISS) - Common Working File (CWF) - CMS Secure Net Access Portal (SNAP) - Provider Enrollment Chain and Ownership System (PECOS) - OnBase - Medicare Appeals System (MAS) - Customer Relations Management System (CRM) - Like to work with internal and external customers to obtain information required to respond to and ensure consistency in the resolution of inquiry-related issues. - Can assist the department in meeting CMS performance and award fee metrics and all quality and quantity standards. - Would enjoy supporting other departments within the division as needed, to ensure CMS performance requirements are maintained. - Want to ensure adherence to regulatory guidelines (i.e., HIPAA, CMS) when providing information and can service to members and providers. Preferred Qualifications - 1 or more years of Medicare customer service experience and/or claims processing. - Solid knowledge of Medicare Part A and/or Part B program guidelines. - Solid knowledge of insurance, medical coding, and medical terminology. Remote Work Requirements - Wired (ethernet cable) internet connection from your router to your computer. - High speed cable or fiber internet. - Minimum of 10 Mbps downstream and at least 1 Mbps upstream internet connection (can be checked at speedtest.net ). Benefits - Remote work options available. - Performance bonus and/or merit increase opportunities. - 401(k) with a 100% match for the first 3% of your salary and a 50% match for the next 2% of your salary (100% vested immediately). - Competitive paid time off. - Health insurance, dental insurance, and telehealth services start DAY 1. - Employee Resource Groups. - Professional and Leadership Development Programs.