Role Description Represents and provides information about the EA schools to prospective students via the telephone. - Transfers phone calls to appropriate campus - Provides information about campuses - Provides a professional company image through phone interaction - Accurately and completely portrays educational programs, expected outcomes, student services, and financial consideration to students - Organizes workflow to meet departmental goals - Meets all quality standards - Regular and reliable attendance Qualifications - High School Diploma or GED - Basic PC skills with capability to learn customer service applications - Persuasive communication skills - Typing 20-25 wpm - Previous call center / customer service experience preferred - Record of achievement illustrating strong goal orientation - Display of highest levels of integrity and intelligence - Ability to multi-task and to succeed within strict deadlines - Strong detail orientation and capability to be highly organized - Proven ability to interact effectively with prospective students

Role Description This is the entry level professional claim handler. Exercises some discretion in the determination of compensability of claims. Considers many factors in the determination claim reserves. Negotiates and settles claims within given authority. This is the intermediate level of the claim handler career path. Handles moderate to difficult claims. Exercises progressively more discretion in the determination of compensability of claims. Considers many factors in the determination claim reserves. Negotiates and settles claims within given authority. This is the advanced level of the claim handler career path. Investigates claims and exercises significant discretion in the determination of compensability of claims. May handle large, more complex customers requiring high touch, labor intensive claim service. Considers many factors in the determination claim reserves. Negotiates and settles claims within given authority. Mentors lower-level claim handlers. Coordinates special projects and provides guidance to others. Responsibilities/Tasks - Verifies commercial auto coverage. - Determines compensability by thorough investigation of the claim. - Determines causal relationship to ensure appropriate payment of benefits. - Establishes timely and appropriate reserves based on the profile of the claim within given authority based on anticipated financial exposure. - Documents specifics of claims with potential for subrogation recovery, including amount of potential recovery monies. - Manages bills directly associated with the claim. Approves payment where appropriate. - Concludes and closes files following resolution of claims to meet internal performance standards while complying with state legislation to avoid penalties and manage expenses. - Negotiates settlements with attorneys or injured parties within given authority at the earliest possible point to bring cases to final disposition. - Works closely with manager on complex files or files above settlement/reserve authority. - Manages outside vendors to ensure cost containment efforts. - Establishes and maintains effective working relationships with all internal and external customers. - Stays abreast of changes in workers’ compensation statutes, case law and rehabilitation efforts/advancements to accurately interpret and apply relevant laws. Additional Responsibilities/Tasks - Administers complex claims and catastrophic exposures within authority. - Exercises independent judgment to settle cases prior to mediation or litigation. - Actively participates in agent/client relationship management. - Assists in mentoring team members. - Mentors team members. - Conducts audits of claim files. - Acts as a backup for team leader. - Coordinates special projects. Employment Qualifications Education or Equivalent Experience - Bachelor’s degree in a related field. Relevant combination of education and experience may be considered in lieu of degree. - Continuous learning, as defined by the Company’s learning philosophy, is required. Certification or progress toward certification is highly preferred and encouraged. Experience - Claim Representative I: Minimum one-year relevant experience that provides the necessary skills, knowledge and abilities or completion of claims trainee program. Bilingual skills preferred. - Claim Representative II: Three years’ experience in a commercial auto environment which provides the necessary skills, knowledge, and abilities, such as experience in reviewing, investigating, and closing claims. Experience handling claims in multiple jurisdictions preferred. Bilingual skills preferred. OR One year of AF Group Claims Representative I experience that includes handling of difficult or complex claims. - Claim Representative III: Five years’ experience in a commercial auto environment provides the necessary skills, knowledge, and abilities, such as experience in reviewing, investigating, and closing complex claims. Experience handling claims in multiple jurisdictions preferred. Bilingual skills preferred. OR Two years of AF Group Claims Representative II experience that includes discretion in determining compensability of complex claims and/or handling complex, high touch or labor-intensive customers. Skills/Knowledge/Abilities (SKA) Required - Ability and proficiency in the use of computers and company standard software specific to position. - Knowledge of medical and legal terminology related to the work. - Knowledge of commercial auto laws and regulations, including jurisdictional laws. - Effective oral and written communication skills. - Effective customer service skills. - Ability to negotiate, build consensus and resolve conflict. - Ability to manage multiple priorities and meet established deadlines. - Attention to detail and analytical skills. - Ability to work independently as well as within a team. Additional Skills/Knowledge/Abilities (SKA) Required - Ability to make independent decisions. - Ability to solve complex problems. - Ability to train and mentor others. Working Conditions Work is performed in an office setting with no unusual hazards. Minimal travel required. Pay Range Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market, and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $64,000 and $108,700. The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge, and ability levels associated with performing the duties and responsibilities contained in this job description. We are an Equal Opportunity Employer. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.

Role Description Velocity is seeking a 3rd Shift - Call Center Tier 1. The 3rd Shift – Call Center Tier 1 is responsible for providing baseline overnight Tier 1 support for incoming layer 1 interactions in the call center. The ideal candidate will be an excellent communicator with the ability to remain calm and composed in challenging situations and take appropriate actions with little supervision while handling entry level, inbound, Tier 1 calls and overnight ticket monitoring. Candidates must also be adaptable in handling a variety of tasks, be self-motivated and able to manage T1 workflow with little oversight and supervision. This role will provide training both in-person and remotely as the need arises. Must be able to work one weekend day each week and the following hours: 11:30pm-8am, Off Fri, Sat. Primary Duties and Responsibilities - Answer inbound customer calls in a prompt and professional manner. - Analyze problems with customer equipment in a very rapid manner. - Analyze tickets and follow protocol to determine next steps including immediate outreach and/or escalation. - Correctly escalate tickets to appropriate team(s) to resolve issue. - Create or update tickets for every interaction received ensuring that tickets are updated properly with proper notes throughout the interaction. - Provide accurate and timely notes of all procedures performed while attempting to resolve the issue. - Perform other chat functions and/or duties as assigned. Skills and Abilities - Provide excellent communication. - Remain calm and composed in challenging situations. - Provide outstanding customer service with a focus on empathy, compassion, and service orientation. - Take appropriate actions with little to no supervision. - Have a passion for providing solutions to customers. - Consider yourself well organized. - Have excellent telephone etiquette and communication skills. - Have experience with Microsoft Office software. - Detail oriented with the ability to follow ticket protocol. - Can multitask. Qualifications - Obtained a High school diploma or GED. - Have a passion for providing solutions to customers. - Consider yourself well organized. - Have excellent telephone etiquette and communication skills. - Have experience with Microsoft Office software. - Are able to multitask. Benefits - Medical, Dental, Vision - PTO & Paid Holidays - Paid Parental Leave - 401K – with Employer Match - Company provided Life Insurance, Short/Long-Term Disability - Supplemental Benefits Available

Role Description This position is Remote in Eastern, Central, OR Mountain Time Zones. You will have the flexibility to work remotely as you take on some tough challenges. Primary Responsibilities: - Meet the performance goals established for the position in the areas of patient satisfaction, accuracy, quality, and attendance. - Meet department standards to adherence metric, evaluated daily. - Consistently exhibit behavior and communication skills that demonstrate Optum's commitment to superior customer service. - Multi-task utilizing double monitors for data entry, phone etiquette, and use of resources while maintaining proper guidelines. - Provide services to internal and external customers involving the exchange of complex and sensitive information while acting as patient advocate. - Assist other Patient Support Center Representatives and Supervisors with daily paperwork load as needed to resolve and/or document patient issues. - Recognize financial, medical, and legal risks based on data collected during customer interactions and follow appropriate procedures. - Utilize Optum systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals, TARs. - Translate oral information into concise and accurate written documentation per guidelines. - Assist new or potential members in the choice of PCP and supply general information about medical group. - Page clinicians and assist Telehealth Nurses as necessary (e.g., arranging DME, transportation, and HH). - Data enter PCP changes into the system and process paperwork as necessary. Qualifications - High School Diploma / GED OR equivalent experience - Must be 18 years of age OR older - 2+ years of experience working in a customer service-based role - Ability and proficiency with using Microsoft suite and other systems, including navigating multiple chat channels within Microsoft Teams - Ability to type at the speed of 40+ WPM - Ability to work any of our full-time (40 hours/week) Monday-Friday, 8-hour shift schedules during our normal business hours 7:00am-7:00pm Pacific (Department is 24/7), including the flexibility to work year-round, occasional overtime, weekends, and holidays based on business need Preferred Qualifications - 1+ years of experience working in a healthcare setting - 1+ years of experience in a call center environment - Experience working in a virtual environment - Experience in working with multiple computer screens while speaking to customers - Bilingual Fluency in English and Spanish Telecommuting Requirements - Reside within Eastern, Central, OR Mountain Time Zones - Ability to keep all company sensitive documents secure (if applicable) - Required to have a dedicated work area established that is separated from other living areas and provides information privacy - Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service Pay and Benefits Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as: - A comprehensive benefits package - Incentive and recognition programs - Equity stock purchase - 401k contribution (all benefits are subject to eligibility requirements) The hourly pay for this role will range from $16 - $29 per hour based on full-time employment. We comply with all minimum wage laws as applicable. Application Deadline This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.