• Provides enrollment support for new PACE enrollees • Communicates pharmacy benefit information to network pharmacies contracted with facilities where CareKinesis PACE participants reside • Coordinate facility discharges to assure medication reconciliation is complete and delivery to home is back in place • Provides help desk support to network pharmacies • Education PACE staff regarding CareKinesis and network pharmacy processes for facility participants • Makes outgoing calls to gather/confirm information necessary to process customer requests or otherwise contribute to pharmacy operations • Coordinates and sets up couriers to ensure timely medication delivery • Makes outgoing calls to ensure the participants have received their delivery • Embody AnewHealth’s Core Values in all communications and interactions • Other duties as assigned

• Provide front-line support to customers via phone, email, fax, and other communication channels for assigned product lines • Obtain demographic and visit information for incoming customer interactions and resolve outstanding issues within established service levels • Maintain accurate and complete client, site, and patient information within company databases and systems • Troubleshoot equipment setup, hook-up, transmission, and product usage issues, escalating complex concerns as appropriate • Process re-supply requests, report requests, and product-related inquiries in a timely and efficient manner • Monitor transmission and fax failures and ensure prompt delivery of required information • Identify and report clinical irregularities and system malfunctions to the appropriate stakeholders • Respond to customer inquiries and provide timely technical information and guidance • Collaborate with on-site and remote teams to resolve customer concerns and improve the customer experience • Maintain production, quality, and performance metrics established by Customer Care Management • Provide recommendations regarding product setup, usage, and troubleshooting best practices • Support query resolution activities related to clinical applications and associated programs • Perform additional duties and responsibilities as assigned.

• Work independently on a high productivity team • Process requests and inquiries reported by stakeholders via telephone, email, or web, in a timely manner, with professional and grammatically correct responses • Update ticketing system based on contract requirements • Review and validate reports daily for accurate data and metrics • Provide troubleshooting support for phones, applications, and database issues • Respond promptly to stakeholder inquiries • Keep detailed records of stakeholder interactions, transactions, comments and complaints • Communicate and coordinate with colleagues as necessary • Provide feedback on the efficiency of the stakeholder service process • Ensure stakeholder satisfaction and provide professional stakeholder support • Maintain a positive, empathetic and professional attitude toward stakeholders at all times

• Respond promptly and professionally to customer enquiries via live chat and email channels. • Effectively troubleshoot customer issues, identify solutions, and guide them through to resolution. • Maintain detailed and accurate records of all customer interactions and feedback within our systems. • Collaborate with internal teams to manage and resolve more complex enquiries. • Uphold a high standard of customer satisfaction by providing a supportive and positive experience. • Embody the company's commitment to transparency and speed in all communications.