• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration. • Define the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month horizons. • Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics. • Identify operational and customer experience improvement opportunities leveraging Genesys Cloud capabilities, including: AI and self-service solutions, Intelligent routing, Workforce engagement management, Analytics and reporting, Omnichannel customer engagement. • Translate business opportunities into clear operational and business requirements for technical delivery teams. • Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting cadence, and operational review structures. • Partner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices. • Lead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement. • Coach contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization. • Serve as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes.

Role Description As our Patient Services Professional, you will be the welcoming voice and central administrative support, ensuring seamless patient experiences and efficient clinic operations through diverse engagements. - Expertly manage phone customer service, distribute communications, and handle patient information like demographics, insurance verification, and appointment scheduling. - Process referrals, authorizations, pre-registrations, and other clerical tasks, adapting to clinic needs while responsibly handling sensitive data. - Schedule and register patient appointments and/or provide information for other requests (e.g., addresses/directions, phone numbers, hours of operations, other departments, such as billing, etc.). - Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy. - Assist new members with introduction to and explanation of available services, processes and availability of providers. - Update patients of the status of their referral or authorizations. - Answer, screen, and process a high volume of incoming calls in a professional manner. - Direct patient access to the practice by scheduling and canceling patient appointments for multiple providers. - Utilize and adhere to a phone script, clinical decision trees and scheduling criteria following department guidelines. - Communicate complex exam preparation instructions to patients and internal and external ordering physicians' offices. Qualifications - Exceptional communication skills. - Meticulous attention to detail. - Strong organizational skills. - System proficiency. - Proactive service and adaptability. - Responsible handling of information. Requirements - Must live in Arizona or Texas. - High School Graduate. - Experience with computer systems, including web-based applications. Preferred - 1 year of higher education, some college. - Experience in a patient-focused healthcare environment. - 1 year experience in a high volume multichannel contact center.

• Ensure a superior customer service experience for all who interact with the Call Center • Provide consultation, education, and strategic guidance related to patient questions • Triage, assess, educate, and refer within the nurse call function • Outbound calls for patients discharged from a hospital, emergency department or outpatient surgical center • Maintain sensitive, confidential information • Document all calls and charts as appropriate

Role Description Together we fight for everyone’s opportunity for a better financial future. We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now. Please Note: Before applying to this role, please review your resume carefully and ensure your employment and education history are accurately reflected. Any inaccurate information collected from your resume or during the application process will impede Talent Acquisition’s ability to move forward with your candidacy. The individual must be available to work between 7:30a to 10p Eastern Standard Time hours as business requires. We are seeking employees who are passionate about providing exceptional service to every customer and delivering on our mission. Do you thrive in a lively and dynamic call center? Are you looking to grow a long-term career where you build relationships and work in a team environment? If so, this role will afford you the chance to make a difference and build a career in financial services, assisting Voya’s customers in achieving their retirement goals. What will you do: - Through inbound calls, you will be responsible for building relationships, educating our customers on their retirement plans and responding to customer inquiries on Retirement Products and Plans such as 401(k), 403(b), 457, 401(a). - Deliver an outstanding experience for our customers through retirement financial advice and mentorship. - Explain product features and annuity plan concepts to customers, agents, and beneficiaries. - Receive up to eight weeks of Paid Training preparing you to be successful in your job. - Participate in monthly 1:1 coaching sessions with your manager and team lead. - Engage in learning and development opportunities through continuous training. What will your day look like: - Communicate effectively and confidently with all clients to make their financial lives better. - Assist customers with plan design inquiries, balance transfers, overall account information, loan requests, and loan payments. - Greet customers with awesomeness; build a sense of trust and confidence. - Strive for first call resolution and take true ownership of customer needs and issues. - Ask questions to understand customers’ needs and priorities. - Perform multiple tasks/navigate multiple systems simultaneously. - Provide feedback on opportunities for improvement in business processes. - Exhibit an amazing team-player attitude with a commitment to excellent attendance and quality work. Qualifications - College Degree and 1+ year of customer service experience, or - In lieu of college degree (HS Diploma or GED required), 3+ years customer service experience. - Experience in the Financial Service industry is a bonus but not required. - Ability to engage with customers, build rapport, share and inform, and handle objections. - Proficiency with basic computer functions including mouse and keyboard usage. - Strong learning agility; flexible and adaptable to learning new things. - Availability to work any shift within the Monday through Friday operating hours of 7:30am – 10pm EST. - Bi-Lingual opportunities, with a $3,000 pay differential. Requirements - Passionate drive to delight our customers and offer unique solutions. - Thoughtful process of analyzing data and problem-solving. - Partnering effectively to drive our culture and execute on our common goals. - Appreciation and understanding of the financial services industry. - Openness to new ways of thinking and acquiring new skills. Benefits - Competitive base salaries based on experience and performance incentives. - Generous paid time off upon hire: 20 days PTO, 9 paid holidays, choose your own Diversity Day, and 40 hours of paid volunteer time off. - Health, dental, vision, and life insurance. - Retirement savings- 401(k) Matching and Pension Plan. - Paid Training, and Full Benefits with no waiting period. - Employee-Led Councils (ELCs) to welcome and educate our workforce. - 100% remote work from home or hybrid schedule options.