Connect America

Role Description To answer incoming telephone calls and alarms from elderly and medically at-risk individuals, referred to as Subscribers, and triage their needs with designated responders, including non-emergency and emergency responders, to obtain the appropriate level of assistance in a timely manner. - Respond to incoming calls and alarms by identifying the type of help required and coordinating timely and appropriate assistance according to established protocols and procedures. - Ensure that all customer interactions are conducted in a professional and caring manner resulting in a high level of customer service. - Obtain requested revisions to Subscriber data and ensure updates are accurately entered into the appropriate data management system, Mastermind. - Perform off-phone tasks as required, including call back queue work, in accordance with established protocols. - Troubleshoot maintenance alarms, when applicable, and home communicator issues to help ensure the Subscriber’s service remains functional and uninterrupted. - Meet departmental standards for after-call work, average handle time, and case quality. - Adhere to all company and departmental policies and practices. - Ensure that all required training is completed within expected timeframes. - Demonstrate behaviors that contribute to a productive, supportive, and caring work environment. Qualifications - High school diploma or equivalent required; GED evidence required. - Call center or customer service experience. Professional and courteous telephone manner. - Fluency in English with excellent verbal communication skills. - Proficient computer and Microsoft Windows skills, including the ability to navigate multiple systems, use standard office applications, enter information accurately, and troubleshoot routine technology issues with minimal assistance. - Deep compassion and empathy for elderly and medically at-risk individuals is highly desirable. - Ability to handle routine and repetitive tasks at a varying pace. - Ability to maintain composure in stressful situations. - Satisfactory completion of all required pre-employment screenings, including background check, drug test, CORI check, and fingerprinting. Requirements - For remote positions, a professional work environment that includes a quiet, distraction-free workspace, a private area to ensure confidentiality and security when handling sensitive information, and reliable internet access to support seamless communication and work activities. - The company will provide the necessary equipment required for employees to perform their job duties. - Employees are responsible for maintaining company-provided equipment in good working condition, using it appropriately, and promptly reporting any issues, damage, or malfunction. - Employees must also provide and maintain a reliable high-speed internet connection that meets company-defined requirements. - Proof of internet speed meeting company standards is required prior to hire and may be revalidated as needed to ensure ongoing performance and service reliability. - Remote employees must perform all work from within the United States 100% of the time. - Any long-term relocation between states must be reviewed and approved by the company in advance. Benefits - Part-Time Morning Shift (Flexible Scheduling) - This posting represents multiple Part-Time Morning Shift openings. Available schedules may vary. - Candidates will work with the hiring manager during the interview process to review available schedules across the week and determine the best fit based on operational needs and availability.

• Handle inbound and outbound calls • Providing excellent customer service • Requesting authorizations for all State funded/Medicaid type agencies • Follow up on any outstanding authorizations or prebilling issues by either Using websites or portals • Out bound phone calls, emails or faxes • Data Entry- client information as needed into different portals • Support to other team members when/where is needed • Scanning documents • Communicating daily numbers along with any delays in deadlines with the Supervisor • Maintain confidentiality of all information with the Business office • Perform other duties assigned by the Supervisor Manager

• Support our life-saving Lifeline products by using your medical billing and collecting experience to obtain maximum reimbursement while establishing strong relationships with insurance companies and customers. • Obtaining and entering Medicaid authorizations accurately and timely to ensure clean claims are released • Reviewing claims for the accuracy of procedures, diagnoses, demographic and insurance information • Obtaining and entering equipment upgrades and correspondence from the payer agencies • Reviewing and correcting all claims/charge denials and edits that are communicated via Explanation of Benefits (EOB) and other methods of communication • Monitoring days in Accounts Receivable and ensuring that they are maintained at the levels expected by management • Communicating proactively of any billing issues identified • Timely follow-up on billing and claims discrepancies as communicated by the payer. • Reading and interpreting insurance Explanation of Benefits • Responding to inquiries from agencies, case managers, insurance companies, and internal customers in a timely manner • Regularly attending monthly staff meetings and in-house training events • Additional duties and responsibilities as required and or assigned.

• Answer incoming calls from potential customers in a fast-paced environment and outbound as well • Build rapport, assess customer needs, and recommend appropriate products and services • Clearly explain features, pricing, and benefits to maximize order value • Confidently and professionally handle objections using proven sales techniques • Accurately enter customer and order details into CRM systems • Make follow-up calls on non-converted inquiries • Meet or exceed daily and weekly sales goals and quality metrics • Collaborate with supervisors and team members to continuously improve performance

• Educates and trains our subscribers and caregivers on our products/services in a professional, respectful manner • Processes work orders from Lifeline for installation, training, customer service or retrieval of equipment and/or products • Completes tasks on work order on scheduled date and within a specified timeframe while offering service excellence to our customers • Schedule's service and retrieval appointments with subscriber/caregiver within expected service and quality standards • Acclimates subscriber/care giver to Lifeline equipment and service, ensuring their comfort in its use • Complies with protocols for communicating status and issues related to work orders while maintaining and managing an inventory of equipment • Performs accurate and timely submission of Care Plan Agreement and other documents and reports as required • Provides management with feedback and ideas for continuous improvement • Occasional evening and/or weekend appointments required for emergency service work orders

Role Description As the Director of Market Growth, you will play a critical role in expanding Connect America's footprint in the Medicare and Medicaid health plan markets. This is an individual contributor role within the Sales organization, reporting directly to the VP of Market Growth. You will be responsible for identifying, developing, and closing net new business opportunities in a designated territory. The ideal candidate has a track record of consultative enterprise sales in healthcare, particularly with government-sponsored health plans. Responsibilities and Duties - Territory Development: Own and execute a strategic growth plan for a defined geographic region, with an emphasis on net new business with Medicaid and Medicare health plans. - Consultative Sales: Lead complex enterprise sales cycles, ranging from $250K to $1M+ in ARR, engaging senior health plan executives to understand their priorities and position Connect America's solutions effectively. - Healthcare Strategy Alignment: Translate the value of Connect America's platform into strategic advantages for health plans—including reduced emergency department utilization and improved community tenure. - Lead Generation: Prospect, qualify, and develop new health plan relationships through proactive outreach, industry events, and partner referrals. - Market Insights: Stay current on CMS regulations, dual eligible trends, and LTSS utilization data to inform targeting strategy and messaging. - Sales Execution: Consistently meet or exceed quarterly and annual sales targets by managing a robust pipeline and moving opportunities efficiently through the funnel. - Collaboration: Partner with internal stakeholders including Marketing, Product, and Operations to ensure alignment on customer needs and solution capabilities. Qualifications - Experience: 5+ years of enterprise healthcare sales experience, with a strong preference for candidates with experience selling into Medicaid managed care organizations (MCOs), Medicare Advantage plans, or Dual Eligible Special Needs Plans (D-SNPs). - Education: Bachelor’s degree required; advanced degree or MBA a plus. - Sales Acumen: Proven ability to manage long sales cycles and close complex deals with C-level executives and senior health plan leadership. - Industry Knowledge: Familiarity with LTSS, HCBS, PERS, remote monitoring, and social determinants of health (SDOH) solutions is strongly preferred. - Communication: Excellent verbal, written, and presentation skills with an ability to communicate value clearly to diverse stakeholders. - CRM & Tools: Proficient in Salesforce or similar CRM systems; comfortable working in a metrics-driven environment. - Independence: Self-starter who can work remotely and manage a high degree of autonomy while collaborating cross-functionally.

• Lead day-to-day RPM operations including patient enrollment, device deployment, operations workflows, and billing operations • Develop scalable operational processes and standardized procedures • Support growth of RPM enrollment across provider networks • Monitor operational KPIs such as activation rates, enrollment, retention, and billing capture • Lead operational improvement initiatives to increase efficiency and scalability • Manage operational teams including enrollment staff, device logistics, and billing personnel • Partner with finance to track program revenue, cost per patient, and margins • Ensure compliance with CMS RPM billing requirements (CPT 99453, 99454, 99457, 99458) • Collaborate with clinical, IT, and product teams to implement new digital health technologies • Recruit, train, and mentor operational staff • Develop staffing models to support program growth • Conduct performance evaluations and coaching • Foster a culture of accountability and continuous improvement • Manage RPM operational budgets • Monitor revenue per patient per month (PMPM) • Ensure accurate billing and documentation compliance • Optimize operational cost-per-patient metrics

• Drive growth by upselling products and services, expanding usage, and increasing overall referral volume within assigned markets • Maintain strong customer relationships, serving as an escalation point for key accounts and ensuring a high level of customer satisfaction. • Retain customers by ensuring high customer satisfaction and clear ROI • Facilitate strategic meetings with director-level or higher customer stakeholders. • Own and maintain strategic Action Plans for all key accounts. • Participate in relevant industry conferences and local market events. • Maintain accurate and complete Salesforce documentation and comply with all operational processes. • Collaborate across departments and contribute to coaching, development, and team culture. • Engage in cross-functional initiatives and receive positive customer/internal feedback. • Collect feedback on deals and communicate issues or concerns in solution-orientated approach. • Utilize deal reviews process and close plans to improve win rates and accelerate deals

• Lead, supervise, and evaluate nursing staff performance to maintain high standards of patient care. • Develop and implement nursing policies, procedures, and protocols in compliance with regulatory requirements. • Coordinate staffing schedules, manage resource allocation, and oversee daily clinical operations. • Collaborate with interdisciplinary teams to enhance patient care plans and resolve clinical issues. • Facilitate ongoing education, training, and professional development opportunities for nursing personnel. • Monitor patient care quality metrics and implement corrective actions as needed to improve outcomes. • Manage budgets related to nursing services and ensure efficient use of resources. • Serve as a point of contact for patient concerns and work to resolve issues promptly and effectively.

• Support the full contract lifecycle, including intake, drafting, review, negotiation support, execution, distribution, tracking, maintenance, and termination. • Apply established templates, playbooks, clause standards, and checklists to facilitate efficient workflow and enable timely deal execution in a remote, high-volume environment. • Maintain and update, under the direction of Commercial Counsel, contract templates, clause libraries, playbooks, and related tools to ensure alignment with business needs and legal standards. • Identify nonstandard contract terms, elevated risk issues, or matters falling outside established guardrails and escalate appropriately to Commercial Counsel. • Prepare clear summaries of contract terms, key obligations, risks, and responsibilities for business stakeholders. • Coordinates the extraction, review, and organization of data and documents required to respond to data requests. • Plays an active role in scaling the Legal function by maintaining and assisting in improving standardized processes, tools, and best practices that support business growth. • Coordinate closely with internal stakeholders—including Sales, Finance, Billing, Operations, and other business teams—to facilitate efficient contract workflows and resolve process related issues. • Provide guidance to internal teams on contract terms, contracting procedures, escalation pathways, and internal legal policies. • Serve as a primary point of contact for contract related questions, data requests, and day-to-day operational support. • Assist with legal research, drafting, special projects, and broader legal operations initiatives as needed. • Support continuous improvement efforts across the legal. • Coordinate with and support Compliance and Audit teams on contract related matters as needed and ensure alignment with internal processes and documentation standards.