• Design and enforce internal service standards — including response time and key control points throughout the client journey • Optimise team operations to reduce processing time, enhance internal collaboration, and improve client satisfaction metrics • Act as an escalation point for sensitive or high-profile cases, resolving issues with diplomacy and professionalism • Ensure seamless collaboration between legal experts, external partners, and client managers to deliver a unified client experience • Delegate and oversee responsibilities effectively, maintaining high accountability and performance within the team • Promote a culture of service excellence and continuous improvement, introducing innovative tools and best practices • Implement a client feedback system to capture insights and drive service enhancements • Champion the smart use of platforms and tools , driving adoption and improving process efficiency across the department.

Position Description The Member / Provider Services Representatives ( Responsibilities and Qualifications Duties and Responsibilities: - Member-Focus: - • Manage telephone, electronic, and face-to-face interactions professionally, efficiently and with excellent communication skills - • Effectively present and discuss the products and services to external and internal customers with integrity and understanding and accuracy with every interaction - • Focus on customer retention through first call resolution of concerns and enhancement of the member experience - • Establish and maintain positive relationships with customers on behalf of the company by taking personal and complete responsibility for each customer interaction - • Ensure all customers' needs are completely met, timely, without elevation if possible - • If business needs permit, support the efforts of CBC sales representatives by conducting onsite and/or community-based educational meetings - Performance standards, business metrics and process improvements: - • Large emphasis on quality, productivity, adherence to schedules, handle time, and not negatively affective and jeopardizing CBC customer relations, internally and externally - • Adaptability to use of soft skills and call strategies. - • Complete ongoing training to stay abreast of products, services and policy changes - • Improve quality of work on a daily basis by learning and employing new skills or adapting previous processes to mirror the fit-for-excellence company culture - • Recognize, document, and alert supervisors of trends in customer calls - • Conduct self in a manner consistent with the values of the organization Skills: - Must possess basic reading and arithmetic skills (reading and math comprehension). - Must possess above average verbal and written communication skills. - Demonstrated competency in computer programs such as internet browsers, Microsoft Outlook, Word, Excel, PowerPoint, etc. - Ability to present a positive and cooperative attitude via multi-channel connections with customers. - Ability to deliver 'delightful' and effective customer service to enhance the member experience and build customer satisfaction and loyalty with customers. - Ability to actively listen paired with the ability to demonstrate empathy for customers. - Be service and solution oriented by actively looking for ways to help. - Must possess a strong attention to detail and an interest in preventing errors. - Ability to effectively de-escalate upset callers with minimal supervisory intervention. - Demonstrate ability to collaborate with others and work as a member of a team. - Ability to thrive in a dynamic working environment, multi-task, and adapt quickly. - Ability to accept feedback, learn, and adapt from guidance to be successful. - Have a strong work ethic, passion for our products and our customers' experiences. - Foster an inclusive culture of diversity, working well with others. - Must be able to meet quality, productivity, and behavior expectations. - Have the capacity to up-sell and speak highly of our products and company. Knowledge: - Knowledge of company and products in order to up-sell and speak highly of our products and company Experience: - 1 year of customer service experience. - Recent tele-commuting experience a plus Education and Certifications: - Must have a High School Diploma or GED - College degree or professional certification (Medical Assistant, Certified Professional Coder, Pharmacy Technician) a plus - Bi-lingual (Spanish) a plus - License to sell (a plus, may be required for advanced positions) Work Environment: Work Environment:!!• Call Center environment!!• Qualified candidate must be flexible to work any varied shift schedules that may span anywhere between 8:00 a.m. to 8:00 p.m., any day of the week!!• Positions may be based in more than one on-site location: !!TecPort, Harrisburg office location!!Lehigh Valley, Allentown office location!!• Full-time MSR/PSR candidates may be eligible to work at home pending corporate and department eligibility criteria, review, and approval of a work at home request!!• Minimum Internet Service Provider (ISP) speed requirements for work at home:!!Approximately 15Mbps download and 5Mbps upload per person working at the remote site (home). !!Latency (PING) under 150ms!!Satellite internet is typically not sufficient for real-time communication with tools that support voice or video Physical Demands: While performing the duties of the job, the employee is frequently required to sit, use hands and fingers, talk, hear, and see!!The employee must be able to work over 40 hours per week!!The employee must occasionally lift and/or move up to 5 pounds Other: - Key Interfaces: - Salesforce - Facets - Bridges - Workflow - Microsoft Office (Outlook, Word, Excel, PowerPoint) - Availity - NICE InContact - Workbench - Prime RxClaims - TruCare

• Build and maintain strong relationships with clients by understanding their needs and ensuring a high level of customer satisfaction. • Act as the main point of contact for client inquiries, concerns, and escalations. • Facilitate the onboarding process for new clients, ensuring a smooth transition and understanding of our products/services. • Provide training sessions to clients on our platform, features, and best practices. • Investigate and resolve client issues in a timely and effective manner. • Collaborate with cross-functional teams to address and resolve complex client challenges. • Develop and maintain a deep understanding of our products and services to effectively communicate features and benefits to clients. • Stay informed about industry trends and updates to provide clients with relevant information. • Gather client feedback and insights to identify opportunities for improvement and enhance overall client experience. • Regularly communicate client feedback to internal teams for continuous product/service enhancement. • Maintain accurate client records and documentation. • Generate and analyze reports to track key performance indicators and provide insights to management.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Service Dispatch Coordinator is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests and dispatching them to the appropriate resource. - Responsible for coordinating the schedules of remote and field technical resources - Create and assign service requests as they arrive through phone, email, or other means - Escalate support tickets related to technical solutions such as computer desktop and network troubleshooting - Organize technician schedules to ensure schedules are efficient and productive - Responsible for ensuring communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages - Act as a point of contact for clients for all types of service requests - Monitor open service tickets and escalate requests to other team members as necessary to ensure the team is meeting customer SLA’s - Report the utilization of IT Support resources and successful completion of service requests to the appropriate resources - Responsible for ensuring prompt entries for time and expenses as they occur - Where applicable, support end-users in same-call resolution activities (e.g. password resets) - Additional duties as assigned. Qualifications - Excellent Customer Service skills: such as telephone skills, communication skills, active listening and customer-care - Prior experience in a Managed Services environment with knowledge of support tools, techniques, and how technology is used to provide IT services - Ability to match proper technical resources to technical issues appropriately - Positive attitude, self-motivated with the ability to work in a fast-moving environment - Ability to work in a team and communicate effectively - Typing skills to ensure quick and accurate entry of service request details - 1-3 years of customer service experience Requirements - Fully Remote work environment - Work hours are Monday - Friday 8:00 AM - 5:00 PM Pacific (11:00 AM - 8:00 PM Eastern) Benefits - Budgeted Pay Range: $45,000 — $65,000 USD