• Interact with customers to provide solutions and/or open incident reports according to the customer's request. • Handle operational procedures related to clarifying technical questions and product functionality. • Provide addresses of authorized service centers. • Initiate assistance requests for courtesy visits. • Provide updates and check the status of repairs. • Process product exchanges and refunds.

Role Description This job provides customer service in a call center environment by primarily receiving and responding to telephone inquiries from policyholders, beneficiaries, providers, agents, or others for information concerning insurance policies by performing the following duties: - Provides information and assistance to providers, agents, policyholders, and others by responding to telephone inquiries from CHCS third-party administrator clients to include Medicare Supplement and Life Policies. - Accurately provide information regarding various insurance questions (i.e., verification of benefits, claims status) by accessing and updating software system data within company response standards. - Provides service and follow-up on insurance questions by researching company records to obtain information requested by customers, performing routine transactions, and retrieving results from an online terminal. - Maintains working knowledge base of all company products and services. - Complying with company regulations regarding Privacy, confidentiality, and private health information. - Providing written and oral communication to policyholders, agents, providers, and others regarding inquiry status and resolution. - Initiate and complete Call Tracks, checklists, and supportive clerical responsibilities as necessary. - Ability and Flexibility to work various shifts as required. - Able to type speed of 30 wpm with 95% accuracy rate. Qualifications - High school diploma or general education degree (GED); and six months related call center experience and/or training. - Associate's degree preferred. - Experience with Long Term Care Insurance preferable in a Call Center setting. - 2 years related call center and customer service experience. Requirements - Accurately entering data via Windows-based environment. - Intermediate computer skills. - Knowledge use of basic math and English spelling and grammar skills. - Ability to read and comprehend simple instructions, short correspondence, and memos. - Ability to write simple correspondence. - Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. - Customer Service, Integrity/Honesty, Oral Communications, Motivation, Organizational/Planning/Organizing. - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. - Ability to compute rates, ratio, and percent and to draw and interpret bar graphs. - Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. - Ability to deal with problems involving a few concrete variables in standardized situations. - Collaborative team spirit. - Accountable and able to work remotely and independently. - Able to pass background screening and drug tests pre and post hire – includes THC. - Verification of high school, GED, or college diploma upon request. - Timely responses from three professional references. - Able to provide a dedicated remote work location free from background noises, interruptions, and desk clutter. - Able to provide an ongoing reliable internet connection and access to a smart phone for Multi Factor Authentication and communication purposes. Company Description At Wellcove, we strive to create an inclusive culture for all. We understand the importance of listening and incorporating various perspectives at every level of service. Our company does not discriminate based on gender identity, race, sexual orientation, age, religion, or disability.

• Work with Nursing to get patient consents • Obtain consent if/when possible • Determine best practice to notify nurses of new starts/restarts needing a consent signed • In-service new hires on process • Access to Moffitt’s EMR • Upload patient progress notes and VA authorizations to Express • View patient schedules to assist with consents • Notate at-home disconnects and ensure pumps are returned to InfuSystem • Assist Moffitt staff • Clean pumps at MCC to re-issue OR help box and return • Help ordering/keeping PAR of supplies • Assign serial numbers at MCC when possible • Enter RGAs for any pump malfunctions • Maintain appropriate utilization of pumps • Handle customer complaints • Identify missing order information necessary to bill (ie: dx codes, doc names, drug regimens) • Capture doctor signatures we are missing • Obtain a paper recert, if ever necessary • Other duties as assigned

• Department Coordination • Keep PBI's action and commitment tracker current at all times, flagging upcoming deadlines and overdue items to the Head of PBI • Follow up with team members and other departments on outstanding inputs and deliverables, escalating where progress has stalled • Coordinate across Finance, IT, Legal, and Compliance on routine PBI dependencies, ensuring nothing falls through the cracks • Maintain organised filing across contracts, agreements, term sheets, and reference documents • Meeting and Reporting Preparation • Prepare agendas, presentation materials, and briefing notes for PBI's weekly meetings and senior management forums • Take structured meeting notes and distribute clear action logs with owners and deadlines after each session • Consolidate team inputs for the monthly CEO reporting pack, cross-check for consistency, and flag gaps to the Head of PBI ahead of sign-off • Keep the Head of PBI's commitments to senior leadership logged and visible, with deadlines tracked • Scheduling and Logistics • Manage the Head of PBI's calendar, coordinating internal and external meetings and resolving scheduling conflicts • Prepare briefing notes and context documents ahead of external meetings with banks, acquirers, and payment partners • External Coordination Support • Send follow-up communications after external meetings, capturing agreed next steps and circulating to relevant parties • Maintain a contact log across the banking and payment partner network, tracking engagement dates, open items, and key context • Support partner onboarding logistics, including agreement coordination and introductory meeting setup