• Answer incoming phone calls, texts, chats and respond to written communications. • Troubleshoot any issues related to the consumer product. • Identify and analyze consumer concerns; take or recommend appropriate actions; formulate alternative solutions; and follow-up to ensure problems are resolved. • Complete assignments in a thorough, accurate, and timely manner, achieving expected outcomes. • Prioritize and handle multiple responsibilities. • Provide information, support, and guidance to consumers. • Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette. • Fully, accurately, and immediately document all telephone calls in the appropriate CRM system. • Use correct grammar and make appropriate word choices in written communication and data capture. • Complete high-quality work according to specifications, thoroughly following standards, procedures, and demonstrating attention to detail. • Listen actively to others and ask appropriate questions for clarification. • Demonstrate receptiveness to feedback, listen with an open mind and understand differences in communication style adjusting as necessary.

Sky Castle Studios is seeking a detail-oriented and tech-savvy Technical Customer Support Specialist to join the Hero Forge team. In this role, you will be responsible for providing high-quality, email-based support to our users. You will need to troubleshoot and investigate user-reported issues, reproduce bugs, and document clear, detailed steps for internal teams. This position is ideal for someone who enjoys troubleshooting, investigating how systems work, and helping people solve technical problems. While specific tools and workflows will be taught, you must be comfortable working with technology. You will serve as an important bridge between our customers and our internal teams, helping ensure that issues are clearly understood, properly documented, and resolved efficiently while maintaining an excellent customer experience. Respond to customer inquiries via email (Zendesk) with clarity and professionalism. Provide in-depth troubleshooting for medium-volume and more complex tickets. Investigate and diagnose user-reported issues independently. Reproduce bugs and document clear, detailed findings for internal teams. Translate technical issues into clear, understandable explanations. Communicate issues and escalate to the appropriate internal team members when necessary. Identify and document recurring issues or trends. Assist in verifying fixes and confirming issue resolution when needed. Ensure every interaction reflects our strong commitment to customer care and positive user experience.

The Pharmacy Network Support Associate role involves supporting the Pharmacy Network Team in day-to-day tasks, managing relationships between pharmacies and network providers, onboarding new pharmacies, and providing support to existing pharmacies. The position requires close collaboration with valued pharmacy partners and internal cross-functional teams within the SmithRx organization. This role serves as a key point of contact for resolving internal and external escalations efficiently to maintain seamless service across the network. Building and maintaining strong relationships with pharmacy providers, addressing escalations, and facilitating effective communication between the pharmacy and the organization. Manage and resolve pharmacy escalations by gathering the necessary information, collaborating with internal teams, and coordinating subsequent follow-up communications. Resolving any issues or conflicts that arise between the organization and pharmacy providers, which may involve investigating complaints, conducting root cause analysis, and working collaboratively with internal teams and providers to find effective solutions. Helps orchestrate incoming communications within the Pharmacy Network Distribution inbox, ensuring inquiries are accurately triaged, tracked, and resolved within a timely fashion. Act as the administrative owner of the Pharmacy Network Jira board, routing tasks to the appropriate teams to ensure swift resolution of network issues according to established SLAs. Assists in managing the end-to-end network satisfaction survey, preparing materials and targeted questions, distributing to external partners, monitoring response rates, and translating feedback into actionable improvement plans. Escalate pharmacy concerns internally and help solve complex issues. Assist with building out a Knowledge Base and contribute to ongoing process improvement efforts.

• Responsible for answering incoming calls, emails, and chats from the Members and Care Coordinators. • Ensuring that members are navigated successfully through their healthcare and social determinant needs. • Responsible for demonstrating the highest skill levels regarding member service, data entry, problem-solving, and the ability to follow-up and follow through to assist members. • Responsible for learning all care plans and building a strong knowledge base to provide excellent customer care. • Help resolve member concerns pertaining to membership benefits, member portal support, and general inquiries. • Manage and resolve web support tickets and live chats from members. • Assist with member education and ensure that each member has access to the services needed. • Serve as a liaison between the member and other departments. • Consistently exhibit behavior and communication skills that demonstrate Revive Health’s commitment to superior member service, including quality, care, and concern with every internal and external customer. • Use, protect, and disclose members protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards. • Perform outbound calls to members as needed or assigned. • Perform additional duties as assigned.