Role Description The Customer Assurance Lead will provide support to the Customer Assurance Supervisor by conducting quality assurance and training with Customer Assurance Specialists and assisting in processing escalated claims. - Ensures that our customers/dealers are provided with quality customer service at every step of their inquiry. - Provide training to new employees on case processing procedures and creating, building, and executing training plans for low performers. - Provide recommendations to team members on potential next steps or resolutions for outstanding questions or concerns. - Ensures Customer Assurance Specialists properly manage department queues. - Monitor Customer Assurance Team daily metrics and report out for performance management. - Provide first-class communication with customers/dealers by being proactive and professional via provided email and call-based software. - Makes and receives calls to/from customers to provide quick resolutions on escalated issues. - Professionally corresponds with other departments within the company to foster awareness and data-driven resolutions for certain products or issues that arise. - Manages email inbox to ensure all issues are addressed in the timeframe specified by the set parameters. - Assist Manager in gathering critical data on high priority issues and products. - Conduct projects that drive continuous improvement and change throughout the department. - Provide in-depth analysis of claims to ensure all issues are properly reviewed before resolutions are provided to customers/dealers. - Conduct quality assurance audits to ensure proper processes and procedures were followed and the correct resolution was provided. - Assist manager with other tasks and escalated issues. - Be available for in-office meetings. Qualifications - Leadership and coaching skills. - Ability to communicate with empathy to deal with upset customers/dealers. - Ability to communicate promptly and effectively, verbally and in writing. - Ability to establish and maintain effective working relationships with employees and customers. - Ability to follow written and verbal instruction. - Working knowledge of Office Suite to include: Outlook, Word, Excel, and Teams. - Ability to multitask and conduct research. - Proficient keyboarding skills: touch typing preferred. - Time management skills. Requirements - High school diploma or equivalent. - Customer Service experience required. Physical Requirements - Prolonged periods of sitting and working on a computer. - Must be able to lift 15 pounds at a time. Benefits - Fully remote opportunity. - No waiting period for medical, dental, and vision benefits - available on day one. - Company-paid life insurance and employee assistance program for all employees. - 401K with company match. - Employee discount on Ubique Group products. - Employee-led organization Ubique Cares engages in monthly and quarterly employee engagement activities packed with fun and giveaways! - Free office chair for remote employees. - 9 paid holidays and 1 floating holiday per year and up to 13 Accrued PTO days per year.

• Call center representatives answer multiple call types focused on assisting KY residents with a variety of different health benefits (such as SNAP, Medicaid and TNAF). • Call types include password resets, application status, application intake/updates and our customer also need help navigating the government's online application tool. • It also includes dealing with multiple systems to input and read/interpret data back to the caller. • These calls can be difficult as we handle SNAP and other benefits (Supplemental Nutrition Assistance Program) and deal with callers who are missing/denied benefits.

Role Description HealthMark Group is growing and looking for bright, energetic, and motivated candidates to join our team. This is an entry-level position and an exciting opportunity for someone looking to start their career with a fast-growing company. Job duties include but are not limited to: - Process medical record requests - High volume and fast-paced environment - Reports directly to the Processing Manager - Assist as needed in overflow processing due to high volume issues and/or coverage issues - Abide by HIPAA guidelines while ensuring the confidentiality of PHI - Maintain consistent schedule by processing all requests within 24-48 hours of receipt for assigned accounts - Provide feedback regarding request volume and perceived issues - Monitors incoming requests received through various means - General office duties - Answering phone calls and phone coverage for medical records requests will be required to support client needs Qualifications - Fast learner - Dependable - Quick worker - Team player - Positive attitude - Someone who strives to do more Requirements This role does or may require regular access to Protected Health Information (PHI) and/or confidential client data. The incumbent must demonstrate a strong understanding of confidentiality requirements, adhere to all HIPAA regulations and organizational privacy and security policies, and report any known or suspected unauthorized access, use, or disclosure of PHI immediately to the Privacy Officer or Information Security team. This position requires timely completion of all required company-sponsored and regulatory training programs. Benefits - Health Insurance Plan Options with Company Coverage - Vision and Dental Plan Options - STD, LTD, Life and Life A&D - Competitive Paid Time Off, including Paid Holidays - 401(k) Plan Offering with Employer Matching

• Handle payroll support, covering pay runs, direct deposit, garnishments, new hire onboarding, off-cycle payments, and tax filing corrections (W-2s, 1099s, and the rest of the fun stuff) • Diagnose and resolve payroll issues with urgency and accuracy, knowing that a missed payroll isn't just an inconvenience, it affects real people's lives • Guide customers through Mercury's payroll product with patience and clarity, translating compliance requirements and technical concepts into plain language • Turn patterns into product improvements - when you see the same question three times, you don't just answer it a third time, you flag it, document it, and help us fix it • Work closely with your lead and peers to escalate bugs, surface edge cases, and close the loop on systemic issues • Stay current on federal and state payroll tax regulations, filing deadlines, and compliance changes so you can give customers reliable, accurate guidance • Write and maintain help articles, internal playbooks, and FAQs that make the whole team smarter and customers more self-sufficient • Help build and improve internal tooling and processes that make payroll support faster, more consistent, and more scalable as Mercury's customer base grows