• Leads the day-to-day activities of a specialized team in a contact center or client service environment • Achieves specific outcomes and key indicators for their work group in order to optimize performance • Delivers CARES model to customers and service partners • Collaborates with business partners to meet customer and employee needs in a responsive, efficient manner • Manages escalated issues and interacts with customers • Manages the customer experience process • Ensures that reporting is accurate and completed in a timely manner • Conducts problem solving locally to own issues and share continuous improvement opportunities to the team • May help manage workforce functions of the group • Accountable for the performance of the customer support team • Review team behaviors and identifies trends to drive employee engagement and outcomes • Inspires, motivates, grows and develops customer service staff • Leads change efforts and owns all outcomes • Effectively plans, organizes, directs, analyzes and evaluates staff and processes

• Provide leadership to customer service representatives and develop growth opportunities within the Call Center • Handle administrative functions related to Human Resources, e.g., scheduling, time-off reports, performance reviews and performance management. • Implement and monitor key controls and manage appropriate operational risks. • Regularly review department workflows, performance impacts and implementation of new processes and strategies affecting the Call Center • Establish group policies and procedures, and recommend strategies and priorities for supporting SLA deliverables • Excellent verbal and written communications skills • Reviewing various Call Center reports to identify coaching and performance opportunities. • Ability to work hard and long when conducting research and awaiting results • Able to react to change productively and handle other essential tasks as assigned • Establish and maintain relationships with the company’s vendors and operational support departments. • Other duties, responsibilities, and job functions as assigned

• Conduct outbound and inbound calls to potential patients to explain services and assist with enrollment or scheduling. • Complete short intake forms to accurately collect demographic, eligibility, and clinical information. • Schedule patient appointments based on availability, location, and provider match. • Meet or exceed daily, weekly, and monthly performance goals (e.g., calls made, conversions, appointments scheduled). • Maintain a positive, empathetic, and professional attitude toward patients and teammates at all times. • Follow scripts and workflows while maintaining flexibility to personalize each conversation. • Document all interactions thoroughly and accurately in the company’s EHR system. • Collaborate with team members to troubleshoot scheduling or communication issues. • Adhere to HIPAA and confidentiality standards when handling patient information. • Participate in ongoing training, feedback, and quality assurance sessions to continually improve performance.

• Handle inbound phone conversations with candidates • Build rapport with candidates and understand their qualifications, preferences, and career goals • Recommend job opportunities that best match each candidate • Answer questions, address concerns, and handle objections professionally • Follow up with candidates until applications are completed • Review AI generated conversation history and recommendations before contacting candidates • Approve, edit, or override AI generated messages and next steps when appropriate • Decide when AI should continue managing conversations and when human intervention is needed • Maintain accurate CRM records, lead statuses, and recruiting workflows • Identify recurring issues and communicate process improvements to the team