• Deliver exceptional customer service by professionally responding to resident, guarantor, and customer inquiries and concerns via phone, email, and other communication channels regarding the Company. • Manage and resolve Customer Relations ServiceNow tickets from receipt through resolution, including creating and updating cases, researching issues, gathering necessary information, escalating concerns when appropriate, documenting actions taken, and providing timely follow-up to customers. • Partner with on-site leadership and property teams to investigate and resolve customer concerns in a prompt, professional, and customer-focused manner. • Accurately document all customer interactions, inquiries, complaints, resolutions, and follow-up actions within ServiceNow to ensure complete and detailed records. • Serve as a positive representative of the Company by promoting professionalism, empathy, and strong customer relationships through every interaction. • Act as a liaison between residents, guarantors, property staff, Management Services, and other internal departments to facilitate effective communication and issue resolution. • Support the training, coaching, and ongoing development of third-party call center agents to ensure compliance with customer service standards, company policies, and quality expectations. • Monitor and evaluate third-party call center performance, provide constructive feedback, identify training opportunities, and hold agents accountable for meeting established service, quality, and customer satisfaction metrics.

• Insurance verification and eligibility • Insurance pre-authorization/pre-certifications verification and documentation in the billing system • Seeks ASC admin approval or rescheduling of any non-authorized or low margin cases • Contacts and councils patients and families on insurance coverage, patient responsibility, and payment issues prior to surgery • Ensures all insurance, demographic, and eligibility information is obtained from patients and entered in the billing system in an accurate and timely manner • Registers patients in the system • Collects and revises all patient insurance information • Collects co-pays, deductibles, and other out-of-pocket amounts prior to or at the time of service by patient request.

• Execute brand strategy and tactics in field, sales performance • Manage assigned territory and targeted accounts • Build strong customer relationships and address customer needs • Create pre-call plans and evaluate post-call execution • Handle objections and gain logical calls to action • Develop call metrics and optimize sales strategies • Share market intelligence with team and stakeholders

• Execute brand strategy and tactics in field, sales performance • Manage assigned territory and targeted accounts • Build strong customer relationships and address customer needs to maximize sales performance • Deliver sales performance, brand KPIs, financial targets, marketing objectives • Create pre-call plan using SMART objectives and execute post-call evaluations • Effectively handle objections and concerns to close sales calls • Develop and execute a call plan to maximize access and sales opportunities • Share market intelligence with brand team and sales manager • Differentiate AbbVie’s value proposition and develop relationships with health providers