• Answer inbound customer service calls and make some outbound follow up calls in a professional, service-oriented manner. Answer the calls timely without drops/abandons. • Ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution. Facilitate resolution by referring the matter to the issue/content expert. Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter. • Other duties as assigned.

• Handling inbound and outbound calls in a high-tech environment • Resolving general questions regarding insurance, financial assistance, and processing payments • Makes and answers calls in the name of the client to resolve billing and payment issues utilizing establish work queues and call pools as necessary • Responds to requests for information by patient/account holders in a professional, thorough, explainable manner • Acts to gain payment or arrangement of payment on behalf of the client as appropriate • Follows client-specific protocols and policies when carrying out duties • Investigates and responds to client inquiries as needed • Enters and monitors payment arrangements • Adhere to all FDCPA, FCRA, HIPPA and other applicable laws

• Manage and prioritize client requests for new hardware or equipment, ensuring timely, efficient responses. • Create and provide customized quotes for both existing and potential clients, tailored to meet specific needs and preferences. • Engage in personable, friendly email communication, with occasional phone outreach to clarify requirements—avoiding impersonal, robotic responses. • Maintain accurate, up-to-date records in our ticketing and documentation systems for easy access and smooth operations. • Actively participate in daily internal team meetings to align tasks, ensuring consistent client service and workflow efficiency.

• Lead, coach, and inspire a team of Customer Service Representatives, fostering a culture of accountability, collaboration, and exceptional service. • Oversee the daily operation of the customer service team, ensuring timely, accurate, and high-quality support across phone, email, and case management channels. • Establish and monitor key performance indicators (KPIs), including response times, resolution rates, customer satisfaction, and team productivity. • Lead initiatives that improve operational efficiency, streamline workflows, and enhance the customer experience. • Collaborate closely with teams across Accounting, Product, Marketing, Sales, IT, and Client Experience to resolve customer issues and improve end-to-end processes.