• represent us by addressing incoming telephone, digital, or written inquiries • perform basic administrative/clerical/operational/customer support/computational tasks • work on routine and patterned assignments • address customer needs which may include complex benefit questions, resolving issues, and educating members • record details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it • escalate unresolved and pending customer grievances

• Proactively contact at-risk patients before they disengage or cancel — using behavioral signals, usage patterns, and CRM flags to prioritize outreach • Handle inbound cancellation and pause requests with empathy and confidence — save accounts where there's a real path to do so • Re-engage lapsed or paused subscribers through structured win-back campaigns via phone, SMS, and email • Educate patients on their progress, plan options, and the rationale for staying on track — using approved, non-clinical messaging • Identify patients who need escalation to care or clinical teams and hand off cleanly • Maintain precise CRM documentation on every patient interaction, outcome, and next step • Hit retention, save rate, and reactivation KPIs consistently • Surface patterns — reasons for cancellation, common objections, product gaps — and feed them back to product and ops teams • Contribute to refining retention playbooks, save scripts, and win-back sequences as we scale

• You will own the relationship with our existing patient base — proactively engaging subscribers before they disengage, handling cancellation and pause requests, and identifying the moments where a patient needs a nudge, a reframe, or a real conversation to stay committed to their care. • This is not a reactive churn queue. You'll reach out before the cancel request comes in, identify at-risk patients through behavioral signals, and build the kind of trust that makes patients want to stay. • You'll need empathy, persistence, and the ability to have honest conversations about health commitments — not just subscription logistics. • Proactively contact at-risk patients before they disengage or cancel — using behavioral signals, usage patterns, and CRM flags to prioritize outreach. • Handle inbound cancellation and pause requests with empathy and confidence — save accounts where there's a real path to do so. • Re-engage lapsed or paused subscribers through structured win-back campaigns via phone, SMS, and email. • Educate patients on their progress, plan options, and the rationale for staying on track — using approved, non-clinical messaging. • Identify patients who need escalation to care or clinical teams and hand off cleanly. • Maintain precise CRM documentation on every patient interaction, outcome, and next step. • Hit retention, save rate, and reactivation KPIs consistently. • Surface patterns — reasons for cancellation, common objections, product gaps — and feed them back to product and ops teams. • Contribute to refining retention playbooks, save scripts, and win-back sequences as we scale.

• Communicates about product in a way that's meaningful and relevant to each individual customer; customizes discussions and client interactions based on understanding of customer's needs • Engages in informed discussions about products with HCP customers - knowing when/how to seek and provide additional information • Within select customer accounts acts as primary point of contact for customer, meet with key customers/personnel to understand practice structure, business model, key influencers Managed Care Organization (MCO), employers, state and local regulations)/network structure, customer needs and identifies business opportunities • For select customer accounts/HCPs, coordinate with customer team to develop customer strategy - outlining strategy for interactions/ relationship, solutions and potential offerings for customer • Partners with National Account Executives (NAEs) to maintain strong focus on Managed Care pull-through • Shares learning and best-practices from one customer to help other customers meet their needs • Demonstrates a focus on better health outcomes (beyond acquisition, considers the HCP and patient experience) • Provides input into resource allocation decisions across customers • Identifies and selects programs/services available in the library of our Company's "resources" to address customer needs • Works with solutions group (Headquarters - HQ) and/or Medical Account Executive (MAE) to develop and deliver relevant offerings that address desired customer needs • Maintain current understanding of practice structure, business model, key influencers/ network structure and make information available to relevant stakeholders • Collaborate and communicate effectively with extended "in-scope" customer team to ensure a consistent customer experience across our Company's divisions and functional areas; ensure integration with National Account Executive (NAE), our Company's Vaccines personnel, Health Management Services (HMS) Manager, Solutions Consultant, Customer Strategies and Solutions (CSS), Regional Medical Director (RMD) and other key stakeholders to share key customer learning and support customer needs • Outstanding in all competency areas (Account Management; External Market Focus; 1:1 Customer Interactions) • Influences beyond their specific geography or product area • Implements approved resources, programs and messages to address customer and company needs. • Create awareness of approved Inpatient Hospital Letters of Participation (LOP) with eligible and appropriate customers. To include discussing approved details of the contract.