• Perform outbound calls to obtain appropriate information and document accurately • Responsible for answering in-bound calls and assisting customers with pharmacy related services • Maintain strict professionalism in all communication methods while providing efficient, courteous, and friendly service • Contact insurance companies for benefit investigation and coverage eligibility • Provide prior authorizations and appeals support • Assist patients with the enrollment process for manufacturer and non-profit organization copay assistance programs • Update job knowledge by participating in educational opportunities and training activities • Work efficiently both individually and within a team to accomplish required tasks • Maintain and improve quality results by adhering to standards and guidelines by meeting quality standards set forth by program KPI’s • Report ADE’s according to program policy and guidelines • Adhere to all HIPAA guidelines

• Receive 30+ incoming calls a day and create happy guests • Engage with customers via phone and email • Call out or email to guests regularly to follow up with existing customers • Responsible for hitting clear monthly sales goals and KPIs • Maintain call handling expectations • Engage in Lead Campaigns as assigned • Engage in regular training to enhance skills • Meet regularly with Supervisor to discuss metrics and performance • Participate in weekly team meetings and on Teams Chats • Rotating Saturdays required. Will receive one day off that week to compensate • Overtime as needed

Role Description Our Vacation Planners create happy guests by providing premier service in finalizing all reservation details to ensure our guests have a fantastic travel experience and become loyal champions of our travel brands. Qualifications - A minimum of 1 year or more experience in a sales and service capacity within a call center environment. - Passionate about a positive guest experience and service minded. - Thrives in a fast-paced, sales/service focused environment. - Excellent verbal skills to communicate with guests in a friendly and efficient manner. - Good time management skills, adaptable, and ability to manage call flow/control. - Demonstrated ability to write effective, professional email communication. - Demonstrating the importance of service in retaining customer loyalty. - Technical and functional skills using a variety of computer applications such as In-house Reservation System, Dynamics 365 (CRM), Intranet, Word, Excel, Outlook, Internet, and may include airline GDS. - Interest in travel and working with points of interest/geography are a plus! - Product knowledge of Globus products, services, policies, and features (key differences) even more a plus! - Ability to work in a call center environment that includes structure, shifts, performance measurements. - Understanding of contact center schedule adherence requirements, adhering to post schedules and using proper phone status. Requirements - Travel industry experience. - 1 year Call Center Experience. - The preferred candidate will hold an associate’s degree (A. A.) or equivalent from two-year College or technical school; six months to one-year related experience in inbound sales work, and travel industry; or equivalent combination of education and experience. - Minimum of 1 year in a Sales or similar role. Responsibilities - Receive 30+ incoming calls a day and create happy guests. - Engage with customers via phone and email. - Call out or email to guests regularly to follow up with existing customers. - Responsible for hitting clear monthly sales goals and KPIs. - Maintain call handling expectations. - Engage in Lead Campaigns as assigned. - Engage in regular training to enhance skills. - Meet regularly with Supervisor to discuss metrics and performance. - Participate in weekly team meetings and on Teams Chats. - Rotating Saturdays required. Will receive one day off that week to compensate. - Overtime as needed. Benefits - 401K Match. - 16-26 days of vacation. - Health, vision, dental and life insurance (For employees working outside US, these benefits may vary slightly). - Work from home options. - Home office internet reimbursement. - Exciting Travel Benefits. EEOC Globus family of brands is an equal opportunity employer. We prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

• Supervise contact center staff, including active performance management and employee development. • Provide day-to-day supervision of communicators and implement and communicate performance standards. • Provide clarity, gain commitment, and hold team members accountable for performance expectations. • Coach team members for success and support the development of direct reports. • Conduct performance evaluations, coaching sessions, and development planning. • Conduct recruitment interviews, onboarding, and training of new employees. • Address employee performance and conduct issues through coaching, corrective action, and disciplinary processes in accordance with Company policies, due process requirements, and applicable Philippine labour laws. • Proactively monitor staffing levels and workforce requirements. • Coordinate and deliver program training as required. • Create and implement initiatives designed to encourage teamwork and increase employee engagement. • Supervise day-to-day contact center operations to ensure service delivery, quality, compliance, and operational performance objectives are achieved. • Deliver service that meets or exceeds client KPIs and service-level requirements. • Maintain all agreed service levels and operational metrics. • Ensure client needs are met with a high degree of quality and compliance with applicable policies, SOPs, and regulatory requirements. • Manage contact center operations in a fiscally responsible manner. • Collaborate with internal stakeholders to foster a culture of continuous quality improvement and operational excellence. • Monitor inbound and outbound customer interactions to ensure script adherence, call integrity, pharmacovigilance compliance, compliance with the Health Insurance Portability and Accountability Act (HIPAA), the Philippine Data Privacy Act of 2012 (Republic Act No. 10173), and appropriate communication standards.