Title: Customer Service/Collections- Office Employee Class III Robbinsdale, MN Requisition Number: 513852 Why North Memorial Health? At North Memorial Health, you’re part of an inclusive health team that is rooted in our values: Advocate Courageously, Rally Together, Respect Uniqueness and Create Impact. Empathy and care are at the heart of North’s culture which is designed to actively support each team member’s wellbeing and growth. Our strength lies in our diversity, and we embrace the unique contributions and experiences of each person. Together, we empower patients to achieve their best health. Our health system encompasses two hospital locations in Robbinsdale and Maple Grove as well as a network of 23 clinics which includes 13 primary clinics, 6 specialty clinics, 4 urgent care/urgency centers and emergency care offerings covering five counties. Our Robbinsdale Hospital, established in 1954, is a 385-bed facility recognized as the top Level 1 Trauma center for 25 years, as well as serving as a Level II pediatric trauma center. Our Maple Grove Hospital was established in 2009, is a 134-bed facility recognized as a top hospital in the state for Women and Children Care, with a Level III NICU, and is the largest Family Birth Center in the state (~5,000 deliveries per year and over 60,000 babies delivered). Both have been named to the 2022 Fortune/Merative 100 Top Hospitals® list, 2023 Women’s Choice Award Best Hospitals list. Benefits the North Way! As North Memorial Health is a non-profit organization you are eligible for the Public Student Loan Forgiveness program. Most part-time and all full-time positions are eligible for benefits. - Health & Welfare Benefit Packages - 401k Retirement Match or Pension Plan, based on workgroup eligibility - Generous Paid Time Off (PTO) Plans - Adoption Reimbursement up to $3000 per child - Child Care Discount Program with New Horizon 10% off weekly childcare tuition - Education/Tuition Reimbursement - 24/7 Fitness Center Access for all benefit eligible team members Commitment to Diversity, Equity & Inclusion At North Memorial Health we recognize that the strength of our team lies in our diversity and make every effort to embrace the unique contributions and experiences of each person on our team. We strive to ensure that everyone feels like they are a valuable part of our community, with initiatives that reinforce our belief in diversity, equity, and inclusivity, to promote a workforce that enables authenticity, as we want to be our best when providing effective services to our patients. We acknowledge and celebrate the unique traditions, backgrounds, languages, beliefs, and customs of our community, and want everyone to feel welcome. Through our DE&I initiatives we hope to dispel myths, assumptions, and acts of implicit bias. About this position Coordinates the production steps necessary to submit accurate and timely bills to third party and private payers, monitors and follows up on all outstanding account balances, collects accounts in a timely manner while adhering to the NMHC Credit Policy, posts customer and third party payments to the accounts receivable, reviews remittance, advises and provides customer service to customers/customer groups in the resolution of customer accounts. Partners with the appropriate staff and departments to ensure optimal working relationships. Variation of duties may result based on the assigned area(s). Requirements Education • High school graduate or equivalent (i.e., GED) required. Experience Experience based on area: • Coding certificate preferred (NMTS) for Coding positions only. • Two years credit and collections experience required in a health care environment. • Minimum one year multiple payer medical billing experience required in a health care environment. • Minimum one year cash application (posting) experience required (will accept two years billing experience) Knowledge, Skills and Abilities • Knowledgeable of and skill in using computer billing software. • Knowledgeable of industry standards and payer requirements. The North Memorial Health System is dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your past experience doesn’t perfectly align with every qualification listed, we encourage you to apply anyway. You may still be the right candidate for this or other roles. Work Group: 113 Service Workers Hours per two week pay period: 80 Shift: Days 8 hours Weekend Requirement: None Call Requirement: None Remote or On-site: Hybrid Remote FLSA Status: Non-Exempt Benefit Eligibility: Health insurance benefits are available for this position. North Memorial Health offers multiple health plans based on work group eligibility. Salary Range: 113 Service Workers 22 ($25.63 - $30.21), based on experience Shift Differential: Compensation may include shift differential pay depending on the position and shift worked. Employment Sponsorship: Applicants must be currently authorized to work in the United States on a full-time basis. Work visa sponsorship is not available for this position

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• Take ownership of the investigation, diagnosis, and resolution of our client's technical and customer service-related questions. • We own client communication from initial contact until resolution. • Strive to be a product expert in all areas of the product. • We pride ourselves on being able to understand each customer’s needs deeply. • Advocate for, and be the voice of our clients internally. • Engage with and work alongside different teams to provide product feedback and iterate on our processes. • Collaborate with different teams within Phorest, including our Marketing, E-commerce, and Mobile teams to ensure every decision made has our customers in mind. • Help test new features, bug fixes, and improvements and provide direct feedback to the teams involved. • Answer incoming Customer Support queries (approx 17+ per day) • Resolving problems by phone, email support or remote connection • Becoming a Product Expert on Phorest’s software • Issue reporting, logging, and troubleshooting • Escalating issues to internal teams where necessary

Job Description Come and be yourself with us Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that's bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we're waiting with open arms. About the role We're looking for a Senior Customer Experience Specialist to join our Customer Experience team and own the investigation and resolution of some of our most complex customer issues. This role sits at the centre of Customer Experience and Engineering. You'll investigate complex technical issues, work directly with customers, partner closely with CX Engineering, and help ensure our customers receive thoughtful, timely resolutions. Every day is different. Some investigations can be resolved quickly, while others require deep investigation, multiple stakeholders and close collaboration across teams. If you enjoy solving complex problems, working in a fast-moving environment and continuously improving how things are done, we'd love to hear from you. Job Requirements - Own complex customer escalations from investigation through resolution - Partner closely with CX Engineering to diagnose issues and validate solutions - Lead customer calls to gather information and communicate investigation progress - Produce clear, high-quality investigations that accelerate Engineering resolution - Prioritise multiple complex investigations simultaneously - Build and maintain technical playbooks and knowledge articles - Identify recurring issues and recommend process improvements - Contribute to automation and AI initiatives across Customer Experience - Mentor Customer Experience Specialists through complex investigations - Collaborate closely with Product, Engineering and Customer Experience teams Job Responsibilities Requirements are often considered a measure of how equipped you are to do the job, but sometimes they aren't the only factor. If you don't meet every requirement listed below but believe you'd be successful in the role, we'd still love to hear from you. Essential experience: - Experience in a Customer Experience, Technical Support, Customer Support, Professional Services or similar customer-facing SaaS role. - Experience investigating and resolving complex customer issues, ideally within a high-volume support environment. - Experience partnering with Engineering, Product or technical teams to diagnose issues and drive resolutions. - Experience owning customer escalations from investigation through to resolution. - Strong written communication skills, with the ability to document investigations clearly and communicate technical issues to different audiences. - Experience leading customer conversations and managing challenging situations with confidence and empathy. - Experience balancing multiple competing priorities while maintaining a high standard of customer service. Essential mindset: - Calm and methodical when working through complex or ambiguous problems. - Strong prioritisation skills, with the ability to manage a varied workload and make sound decisions under pressure. - Naturally curious and motivated to investigate issues rather than applying quick fixes. - Collaborative approach, with a genuine enjoyment of working across Customer Experience, Engineering and Product teams. - Continuous improvement mindset, always looking for opportunities to improve processes, documentation and the customer experience. - Comfortable working in a fast-paced environment where priorities can change throughout the day. - High levels of ownership and accountability, taking responsibility for customer outcomes from start to finish. - Strong customer empathy, balanced with sound technical judgement. Nice to have: - Experience troubleshooting APIs, integrations or technical product configurations. - Experience working with tools such as Zendesk, Salesforce or similar customer support platforms. - Exposure to HR technology or other B2B SaaS products. - Experience creating internal documentation, playbooks or knowledge base content. - Experience using AI-powered support tools or contributing to automation initiatives. Benefits You'll work on some of the most technically challenging customer issues in the business, partner closely with Engineering, influence how Customer Experience operates, and help shape improvements that benefit both customers and the wider team. If you enjoy solving complex problems, collaborating across teams, and making a visible impact, this role offers the opportunity to do exactly that. Join our village HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We're about fun, dreams, hopes and ambition, just as much as we are about precision, growth and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits and pre-IPO equity alongside all of this: - Company share options plan - Cash allowance for health insurance - Annual vision allowance - Annual Headspace subscription and wellness benefits - Travel support (cycle scheme and season ticket loans) - Hybrid working from day one - Work from home set up cash allowance - Temporary remote work from anywhere in the world for up to two months (after six months of employment) - Bob Balance Days throughout the year - Two Social Impact Days annually for volunteering - Employee referral programme - Pension scheme auto-enrolment from day one - Regular company and team social events - Birthday day off And beyond the benefits, you'll join a company where you'll have the opportunity to make a real impact, grow your career, challenge yourself and help shape the future of work. We're building a company where everyone can do their best work, grow their careers and be themselves along the way. We'd love for you to be part of it.