• Serve as the front line of the patient experience and ensure every customer feels supported from first inquiry through ongoing treatment • Own multi-channel inbound support, verifies pharmacy orders against each patient's products and dosages • Coordinate with pharmacy partners to resolve fulfillment issues • Follow up with inbound leads to guide them toward starting treatment • Achieve a high-touch, accurate, and reliable support operation with measurable lead conversion and minimal order errors

• Assist the Customer Service Leadership team and staff with various administrative and clerical duties to ensure efficient workflows. • Responsible for electronically filing documents on customer and patient accounts to maintain timely, accurate records. • Responsible for monitoring and distributing incoming department cases, faxes, voicemails, and emails to ensure the department meets Service Level Agreements for all internal and external customer inquiries. • Access, enter, and update customer account information in Laboratory Information System, CRM, and other software platforms, and effectively complete all required case management, including written communication with both internal and external customers. • Adherence to all HIPAA, Confidentiality, and Compliance policies, procedures, and standards. • Other duties and special projects as assigned or required by Customer Service Leadership. • Maintain regular and reliable attendance • Ability to ensure HIPAA, Confidentiality, and Compliance policies, procedures, and standards are always adhered to. • Ability to ensure administrative, physical, and technical cybersecurity controls are always adhered to.

• Use an effective soft collections approach to calls • Influence customers to a win-win resolution • Contact debtors by telephone, both incoming and outgoing calls to negotiate and collect past due monies • Negotiate payment plans and analyze situations to determine the best course of action • Follow business practices, policies, and State and Federal Laws • Present a professional and friendly demeanor • Listen to our customers with the intent to understand, influence, evaluate and quickly offer alternatives • Work independently and manage yourself in a remote setup

• Act as a subject matter expert on all supported titles, maintaining a deep technical understanding of game mechanics to provide high-tier troubleshooting and guidance. • Manage and moderate social media and community platforms to ensure compliance with platform guidelines, community standards, and company policies • Actively engage with community members to encourage constructive dialogue and positive participation • Accurately assess user-generated content, distinguishing between sarcasm, humor, criticism, and genuine harassment or policy violations • Enforce moderation actions consistently, fairly, and without bias, escalating issues as required • Respond to community inquiries, concerns, and reports in a professional and empathetic manner • Identify emerging community trends, risks, or recurring issues and communicate insights to internal stakeholders • Support incident response and sensitive situations with sound judgment and discretion