• Atender llamadas y consultas de clientes de manera profesional. • Brindar información precisa y resolver inquietudes. • Documentar las interacciones de acuerdo con los procedimientos establecidos. • Mantener la confidencialidad de la información y cumplir con las políticas de la empresa. • Ofrecer un servicio de excelencia y cumplir con los estándares de calidad.

Role Description Are you a natural communicator who enjoys helping people solve problems? We are seeking an enthusiastic and reliable Call Center Representative to join our Customer Service team. In this entry-level role, you will serve as a vital point of contact for our customers, handling inbound and outbound calls with professionalism, empathy, and efficiency. This is a fantastic opportunity to launch your career in customer service with a flexible, remote-friendly position based in Maryland. As a Call Center Representative, you will be responsible for managing incoming and outgoing customer calls, addressing inquiries, resolving issues, and ensuring a positive customer experience with every interaction. You will work closely with team members and supervisors to meet performance goals while representing the company's values and commitment to excellent service. Qualifications - High school diploma or equivalent - Strong verbal communication skills with a clear, professional phone presence - Ability to actively listen and empathize with customer concerns - Basic computer proficiency, including typing and navigating multiple software applications simultaneously - Ability to work in a fast-paced environment while maintaining accuracy and professionalism - Reliable internet connection and a quiet workspace if working remotely - Availability to work flexible shifts, including evenings or weekends, as required Requirements - Respond promptly and professionally to inbound customer calls regarding products, services, billing, or account inquiries - Initiate outbound calls to follow up on customer requests, surveys, or service updates as needed - Document call details, customer interactions, and resolutions accurately in the company's CRM or call management system - Resolve customer complaints and issues efficiently, escalating complex cases to supervisors when necessary - Provide accurate information about company products, services, and policies to customers - Meet or exceed individual and team performance metrics, including call handling time, customer satisfaction, and resolution rates - Collaborate with team members and other departments to ensure consistent and accurate customer communication - Maintain up-to-date knowledge of company offerings, promotions, and procedures to provide informed assistance Preferred Qualifications - Previous experience in customer service, retail, or a call center environment - Familiarity with CRM software or call center systems - Bilingual communication skills a plus - Strong problem-solving skills and ability to de-escalate difficult situations Technical Skills - Proficiency with computer systems, including Microsoft Office or similar software - Ability to navigate call center software, CRM platforms, and ticketing systems - Comfortable using headsets, dialers, and multi-line phone systems - Basic troubleshooting skills for technical or account-related customer issues Benefits This role offers an hourly rate of $24–$35, based on experience, along with the flexibility of remote work options for candidates located in Maryland.

Role Description This position is Remote in Massachusetts. You will have the flexibility to work remotely as you take on some tough challenges. Under direct supervision, assists patients and other callers through management of incoming calls related to various appointment and medical care needs. The Patient Service Representative (PSR) plays an integral role as a member of the patients care team by: - Screening all incoming calls and helping complete the request with first call resolution or directing to another member of the interdisciplinary care team. - Providing extraordinary customer service and strong problem-solving skills to strengthen the patient/care team relationship. - Managing a high volume of calls most often from a remote setting for a defined service line. - Organizing and prioritizing action items following standard work, including allocating tasks to the appropriate member of the care team. - Ensuring efforts are coordinated and avoid duplication. - Having outstanding verbal and written communication skills to ensure the patient and team members understand process and next steps. This position is part time (20 hours a week) Friday - Sunday. Employees are required to have flexibility to work any of our schedules during our normal business hours of: - Friday 5:00 pm - 9:00 pm - Saturday and Sunday 1:00 pm - 9:30 pm It may be necessary, given the business need, to work occasional overtime. We offer 4 - 6 weeks of paid training. The hours during training will be either weekends or weeknights. Training will be conducted virtually from your home. Primary Responsibilities: - Supports a high volume of phone calls adhering to department productivity standards set forth by service line. - Manages all incoming patient calls to determine whether those inquiries can be appropriately handled by the Patient Service Representative or if they need to be directed to other team members/clinical staff. - Adheres to service line booking guidelines to ensure that practice and/or urgent care utilization is optimized safely and effectively. - Documents details of each call in the patients’ electronic medical record where appropriate and in accordance with standard work. - Effectively deescalates issues with upset patients using advanced listening techniques. - Participates in resolving operational difficulties and communicates with supervisor regarding department issues/problems and opportunities for improvement. - Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies. - Participates in problem-solving activities, focusing on productivity and quality. - Attends required team and/or regional meetings to learn new workflows and stay connected with teams working in a remote environment. Qualifications - High School Diploma / GED OR equivalent work experience - Must be 18 years of age OR older - 2+ years of customer service OR clinical experience - Electronic medical record (EMR) experience and/or aptitude to master the EMR based on other technology experience - Knowledge of medical terminology - Experience booking, rescheduling, and canceling appointments using digital scheduling platforms - Proficient in Microsoft Outlook and Microsoft Teams - Ability to work part time (20 hours a week) Friday - Sunday Preferred Qualifications - EPIC experience - Experience in a high volume call center OR clinical practice Telecommuting Requirements - Reside within Massachusetts - Ability to keep all company sensitive documents secure - Required to have a dedicated work area established that is separated from other living areas - Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection Soft Skills - Customer Service: Ability to provide a high level of customer service to patients, visitors, staff, and external customers. - Decision Making: Ability to make decisions guided by general instructions and practices. - Problem Solving: Ability to address varied problems requiring analysis or interpretation. - Written Communications: Ability to summarize and communicate moderately complex information. - Oral Communications: Ability to comprehend and communicate complex verbal information. - Knowledge: Ability to demonstrate full working knowledge of standard work, practices, procedures, and policies. - Teamwork: Ability to work collaboratively with interdisciplinary teams. Benefits - Comprehensive benefits package - Incentive and recognition programs - Equity stock purchase - 401k contribution

• Oversee all client account operations (quality, performance, productivity, client satisfaction) • Manage and support 2 to 3 Team Leaders • Ensure achievement of operational and contractual objectives (KPIs, SLAs) • Act as the primary client contact for operational and strategic matters • Implement and monitor continuous improvement plans • Provide regular, structured reporting to the Operations Director • Anticipate operational risks and propose appropriate solutions • Contribute to process optimization and team skill development