ChartSpan Medical Technologies

• Provide a monthly care management conversation through outbound phone calls to assigned patients to address their healthcare needs. • Communicate resources and services available to patients through the continuum of care. • Identify patient-specific problems, goals, and interventions designed to meet the patient’s individual needs through action-oriented and time-specific goals. • Maintain chart compliance and proper documentation, including but not limited to medical history, medication, immunizations, allergies, surgical history, and family history. • Demonstrate awareness of a patient’s circumstances that may necessitate revisions to care plans, goals, and preferences while being aware of barriers to care and services. • Provide appropriate health education. • Escalate patient concerns to the triage nurse team.

• Inbound call management and patient engagement • Responding promptly to all incoming patient inquiries via phone, email, or live chat • Outbound calls to patients as needed • Assist in triaging a patient’s clinical issues and connecting patients with a member of the Triage Nurse team promptly • Review and handle other patient-centered ancillary tasks including reviewing and transcribing medical records, addressing and sourcing additional patient resources, and resolving urgent patient account matters • Support the Provider Relations Specialists team as needed with patient and provider communication • Assist the Triage Nurse team and Pharmacy Technicians in obtaining necessary information for triage assistance and medication refills • Obtain and send record requests via fax, ensuring accuracy and efficiency • Timeliness in answering incoming calls and additional patient inquiries via email or live chat

• Educating potential program participants on the benefits of the Chronic Care Management program • Retrieving patient information to determine suitability for the Chronic Care Management Program • Interpreting and explaining information such as eligibility requirements, application details, program pricing, and what to expect after enrollment • Protecting the security of patient information • Complying with HIPAA and Medicare Fraud, Waste and Abuse rules and regulations at all times • Maintaining knowledge of Medicare Part A and Part B insurance • Meeting Key Performance Indicators (KPIs) required for the role, including daily enrollment minimum, quality, and attendance • Other duties as assigned