• Delight our customers and build their loyalty through excellent customer service and a friendly, positive attitude: • Quickly and efficiently handle communication with customers by answering phone calls, text messages, and emails regarding billing, delivery, and general questions to ensure that all of customer needs are met and problems are resolved • Call customers when additional information is needed regarding their medication or when there is a refill coming up on their pets medication • Inform customers of Mixlab’s values, policies and procedures as a client, and occasionally “sell” Mixlab to new customers over the phone who are considering switching • Professionally communicate with veterinarians and Mixlab pharmacists to get our customers their prescriptions in a timely manner: • Answer phone calls, emails, and text messages from veterinarians and vet practice staff to answer their questions, take information for new prescriptions or update them on the status of orders • Call vet practices when additional information is needed, authorization is needed on a new medication, or to relay client questions or concerns • Follow Mixlab company workflow and processes to ensure smooth daily operations: • Work closely with the logistics team to schedule deliveries via Mixlab couriers and UPS shipping • Communicate with Mixlab pharmacists, pharmacy technicians, compounding technicians, and couriers to ensure that we always are able to deliver on our promises to clients • Use multiple online systems and platforms to find information, troubleshoot and solve problems, create and process orders, track deliveries, etc. • Create prescriptions and online orders responsibly and correctly with extreme attention to detail • Process payment information and schedule deliveries based on Mixlab’s delivery schedule and customer preference • Write creative, fun, and appropriate messages to pets and select appropriate toys to include in their order • Work together with your team members to ensure all orders are placed and all needs are met on a daily basis.

• Facilitate CHE completion in nephrology offices, dialysis clinics, or via telehealth; coordinate with Nurse Practitioners and clinics to prepare for in-person appointments • Perform outbound calls to patients, caregivers, and clinics for CHE scheduling, reminders, and rescheduling; schedule telehealth CHEs for patients unable to attend in person • Welcome new patients to the program and collect any new concerns from existing patients; escalate to RN or Nurse Practitioner as appropriate • Maintain accurate documentation and communicate patient updates to the care team • Demonstrate exceptional interpersonal skills to build trust, influence patient participation, and overcome barriers to engagement • Organize outreach efforts by urgency and importance to maximize patient impact • Coordinate care for patients by ensuring access to eligible resources/programs and assisting with referrals and provider appointments • Perform outbound calls and respond to inbound calls from patients, providers, and Village resources • Complete non-clinical screenings and pathways under the guidance of the Manager; escalate to Integrated Care Nurse as needed • Assist the clinical team with moving patients through the continuum of care by completing tasks as directed • Identify eligible resources for members and collaborate with Integrated Care Nurses, dialysis clinics, health plans, and other stakeholders to help members enroll in programs • Communicate directly with patients in a timely and professional manner • Maintain accurate, complete, and confidential documentation • Demonstrate exceptional two-way communication, both oral and written.

• Facilitate CHE completion in nephrology offices, dialysis clinics, or via telehealth; coordinate with Nurse Practitioners and clinics to prepare for in-person appointments • Perform outbound calls to patients, caregivers, and clinics for CHE scheduling, reminders, and rescheduling; schedule telehealth CHEs for patients unable to attend in person • Welcome new patients to the program and collect any new concerns from existing patients; escalate to RN or Nurse Practitioner as appropriate • Maintain accurate documentation and communicate patient updates to the care team • Demonstrate exceptional interpersonal skills to build trust, influence patient participation, and overcome barriers to engagement • Organize outreach efforts by urgency and importance to maximize patient impact • Coordinate care for patients by ensuring access to eligible resources/programs and assisting with referrals and provider appointments • Perform outbound calls and respond to inbound calls from patients, providers, and Village resources • Complete non-clinical screenings and pathways under the guidance of the Manager; escalate to Integrated Care Nurse as needed • Assist the clinical team with moving patients through the continuum of care by completing tasks as directed • Identify eligible resources for members and collaborate with Integrated Care Nurses, dialysis clinics, health plans, and other stakeholders to help members enroll in programs • Communicate directly with patients in a timely and professional manner • Maintain accurate, complete, and confidential documentation • Demonstrate exceptional two-way communication, both oral and written

• To provide carrier support by assisting payments department and management with identifying carrier issues/concerns. • Acts as the liaison between carriers and Property Repair Solutions internal payment team to research, review and resolve issues for carrier-related requests. • Support and promote Sedgwick’s mission, strategic vision, and value proposition to adjusters and policyholders. • Serve as a key point of contact for policyholders during their relocation, ensuring consistent communication, clear expectations, and empathetic support. • Qualify housing needs by gathering details about the insured’s lifestyle, household makeup, accessibility needs, pet considerations, and preferred amenities. • Conduct detailed market research using listing platforms, vendor databases, and internal tools to locate viable, like-kind-and-quality housing options. • Collaborate with corporate and independent housing vendors, landlords, and leasing agents to secure short-term rentals under time-sensitive circumstances. • Apply negotiation skills to secure favorable lease terms, maximize policy benefits, and stay within Additional Living Expense (ALE) guidelines. • Customize housing options that align with both policy coverage and the insured's expectations—balancing budget, availability, and quality. • Maintain high touch service throughout the policyholder’s stay, proactively resolving issues and supporting lease extensions, furniture adjustments, and service needs. • Draft and review lease agreements and related documents with attention to detail and policy compliance. • Enter and maintain accurate data in housing databases, CRM tools, and internal platforms. • Stay informed of local rental trends, landlord regulations, and insurance housing best practices to advise clients and partners effectively. • Handle multiple claims and assignments at once with professionalism and urgency. • Serves as the point of contact for VIP clientele.