Title: Digital Support Specialist - Ambulatory - Hybrid Location: Indianapolis, IN, United States Job Description: Category Professional & Business Support Job Family Information Technology Department Digital Transformation Train Schedule Full-time Facility Shadeland Station Shadeland Ave Indianapolis, IN 46256 United States Shift Day Job Hours 8:00am - 5:00pm, Monday - Friday, with occasional evenings or weekends as needed Join Community Community Health Network was created by our neighbors, for our neighbors. Over 60 years later, “community” is still the heart of our organization. It means providing our neighbors with the best care possible, backed by state-of-the-art technology. It means getting involved in the communities we serve through volunteer opportunities and benefits initiatives. It means ensuring our dedicated caregivers can learn and grow to stay at the top of their fields and to better serve our patients. And above all, it means exceptional care, simply delivered — and we couldn’t do it without you. Make a Difference The Digital Support Specialist is a dual-function expert in end-user training and clinical/non-clinical application support, with a strong focus on Epic systems. This role delivers high-quality technical training, provides hands-on support, and ensures seamless adoption and optimization of applications across diverse care settings. The specialist collaborates with IT, training, and operational teams to drive effective application use and workflow integration. Key Responsibilities: Coaching & Engagement - Deliver virtual coaching and real-time support to end users. - Lead onsite training events - Analyze system data to identify optimization opportunities. - Document and share caregiver feedback for continuous improvement. Content Development & Collaboration - Partner with Principal and Technical Trainers to ensure content accuracy. - Observe workflows and suggest curriculum updates. - Test and validate lesson plans in training environments. - Identify and report build/workflow inconsistencies. Epic Credentialing & Application Support - Credential in multiple Epic applications as needed. - Provide at-the-elbow support during go-lives, upgrades, and rounding. - Offer workflow enhancement and general IT support. Training Delivery & Facilitation - Facilitate engaging classroom and virtual training sessions. - Prepare materials and follow standard operating procedures. - Foster a collaborative learning environment and adapt teaching methods to learner needs. Exceptional Skills and Qualifications Applicants for this position should be able to collaborate with others in a team setting, have excellent communication skills, and a positive attitude toward problem-solving. - Bachelor’s Degree is required. - A combination of education and experience may be considered in lieu of a degree. - Minimum of two (2) years of healthcare and/or relevant IT training experience required. - Strong instructional and presentation skills. - Deep understanding of clinical workflows. - Effective troubleshooting and communication abilities. - Passion for continuous learning and improvement. Why Community? At Community Health Network, we build teams that deliver exceptional care through empathy, communication and collaboration. We consider ALL an integral part of the exceptional patient experience. We PRIIDE ourselves on not having employees but Caregivers. Join our Community as we make a difference in your community.

Title: Customer Service Representative Location: Remote, US Requisition ID: 22247 Job Description: About Firstsource Firstsource is a specialized global business process management partner. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies. Job Overview - An 8-hour shift will be assigned between the hours of 7am -7pm PST, Monday-Friday (subject to change per the business need) - Pay Rate: $15 per hour Job Summary Customer Service Representatives deliver exceptional support to both new and existing members and providers by assisting with billing and claims inquiries, enrollment and eligibility verification, benefits inquiries, provider changes and provider searches, ID card requests, authorization status checks, CPT code lookups, pharmacy inquiries, transportation coordination, dental and vision benefits, general information requests, and managing grievances and appeals. Key Roles and Responsibilities - Call Center environment- Work From Home - Handling a high volume of inbound calls for Healthcare Member and Provider inquiries - Maintain awareness of the way performance and actions affect members. - Web camera visibility - Schedule Flexibility Qualifications & Experience - 1 year Customer service experience - 6 months Healthcare experience - 1 year Call Center experience - Data entry experience - Must have a private workstation to perform your work - Must have Internet to include a router with Ethernet jack for connectivity to PC (100mps download/20mps upload) Must Haves - Ability to navigate multiple computer screens - Ability to answer Healthcare Member and Provider inquiries and type information into the computer system simultaneously - Must be reliable and punctual - Work effectively in a team environment - Work independently without constant supervision - Positive professional attitude - Detail-oriented - Computer literate - Strong reading comprehension and writing skills - Problem-solving skills. We are an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state, or local law. It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.

• Oversee and mentor a fully remote team of customer service representatives to ensure peak performance and professional growth. • Act as the final point of escalation for complex customer issues, utilizing expert conflict management skills to reach positive resolutions. • Establish and monitor key performance indicators (KPIs) such as response times, CSAT scores, and first-contact resolution rates. • Refine and implement standardized support workflows to enhance efficiency and maintain brand voice. • Collaborate with cross-functional departments to provide customer insights that drive product and service improvements. • Conduct regular performance reviews and quality assurance audits to maintain high standards of service.

• Oversee the daily operations of the customer support team to ensure timely and accurate resolutions. • Mentor, coach, and develop team members through regular performance reviews and feedback sessions. • Establish and monitor key performance indicators (KPIs) such as CSAT, response times, and resolution rates. • Identify bottlenecks in the customer journey and implement process improvements to increase efficiency. • Act as an escalation point for complex technical issues or high-priority customer concerns. • Collaborate with cross-functional departments to advocate for the customer and influence product improvements. • Manage the recruitment and onboarding of new support staff as the team scales.