Interwell Health

• Handle inbound calls in a high-volume environment supporting SLA objectives • Field clinical referrals, consent forms, or general inquiries routed to our Member Support Inbox and/or SharePoint • Provide high quality service and support to callers, ensuring their needs are met efficiently and effectively from start to finish. • Display professionalism, compassion, empathy, and active listening to understand caller needs and offer suitable solutions • Collaborate across departments with internal clinical and non-clinical colleagues to ensure seamless care and service delivery, influencing positive member outcomes. • Works well with fellow team members and actively contributes to team goals. • Opportunities to assist with various projects

• Provide leadership, coaching and development for all direct reports to maintain an engaged and productive workforce. • Monitor, supervise and balance workflow of the interdisciplinary virtual clinical care team. • Ensure adequate staffing levels and manage clinician schedules to meet patient demand and needs. • Partner with managers to set, communicate, and monitor clinician performance goals, ensuring alignment with program objectives and quality standards. • Provide ongoing coaching, constructive feedback, and performance support to clinicians, proactively addressing performance issues and identifying opportunities for improvement, growth, and professional development. • Foster a collaborative and inclusive team environment among direct reports, practice partners, and internal stakeholders, where individual differences are valued and leveraged to achieve organizational goals. • Identify opportunities for improving processes and workflows and collaborate with virtual clinical operations leadership and other cross-functional leads to implement changes that enhance efficiency, patient experience, and care quality; monitor the effectiveness of implemented changes and adjust as necessary. • Conduct regular quality assurance reviews of recorded clinician calls to ensure optimal member experience and adherence to clinical standards; ensure patient interactions meet the highest standards of care and empathy. • Assist with interviewing candidates and training of new hires.

• Responsible for leading development of a robust data infrastructure to support value-based healthcare insights generation and report development. • Designs systems that ensure data integrity, enable self-service analytics and foster informed decision making. • Collaborate with IT and analytics teams to ensure seamless integration of data sources into centralized infrastructure. • Maintain and enhance data pipelines to ensure real-time access to reliable information. • Develop analytical reports and dashboards to uncover trends and actionable insights in healthcare data. • Create advanced data visualizations that enable stakeholders to understand complex data quickly and effectively. • Validate and reconcile general reporting data across the organization. • Create and maintain reporting in compliance with CMS and FHP policies, including ad-hoc reports and automation of manual reporting processes to enhance efficiency. • Identify discrepancies and risks in data, conducting root cause analyses to recommend and implement remediation steps. • Prepare files and materials for internal and external regulatory audits. • Ensure data integrity throughout the reporting lifecycle. • Collaborate with departments to prepare required materials and ensure clear communication of findings and recommendations. • Provide guidance to junior staff and escalate higher-level issues to senior management as needed. • Assist with various cross-departmental projects as assigned, contributing to the overall success of organizational initiatives.

• Make outbound calls to contact referred members of contracted clients to engage and educate members on the CKD program and its benefits. • Effectively communicate how our services could benefit prospective patients, overcome patient objections, understand the elements of our value proposition, and adapt this to patients’ needs and concerns. • Meet or exceed set goals, such as rate of enrollments/engagements, call volume, and documentation quality. • Follow established company policies and procedures and apply acquired job skills to accomplish daily enrollment/ un-enrollment operations/processes. • Determine eligibility for related plan members to ensure compliance, and obtain missing information for enrollment completion.

• Collaborate with interdisciplinary team members, including nurses, social workers, care coordinators, and others, to deliver comprehensive virtual care services to patients. • Conduct virtual nutritional assessments for patients with chronic kidney disease (CKD) and other co-morbid conditions, utilizing available patient information, self-reported health data, and dietary intake to inform care recommendations. • Develop personalized, evidence-based nutrition care plans and calculate nutrition requirements tailored to the needs and preferences of patients at various CKD stages, often with other comorbid dietary considerations, focusing on dietary and lifestyle modifications that support holistic disease management. • Educate patients and their caregivers on kidney-related dietary and lifestyle adjustments, including nutrition components related to kidney disease, co-morbidities, and conditions. • Provide patients with resources and tools to manage their health conditions. • Maintain thorough and timely documentation of all patient interactions, care plans, and interventions, ensuring compliance with company policies and regulatory requirements. • Practice within the registered dietitian scope of practice and make necessary interdisciplinary referrals to nurses, social workers, care coordinators, and physicians when applicable.

• Collaborate with interdisciplinary team members, including nurses, dietitians, care coordinators, and others, to deliver comprehensive virtual care services to patients.  • Provide support for patients and families coping with life transitions, chronic illnesses, and other psychosocial challenges.  • Empowers patients and caregivers by providing ongoing education regarding psychosocial issues related to kidney disease and all available support services including but not limited to transition to dialysis, conservative care, and advance directives. • Conduct virtual assessments to identify patients’ social, emotional, and financial needs, with a focus on social drivers of health.  • Develop and implement individualized care plans that address patients' needs, connecting them with relevant community resources such as housing assistance, food programs, financial aid services, etc.  • Manages referrals regarding patients at high risk of poor health outcomes, barriers to complete treatment recommendations, and/or with complex psychosocial barriers. Identifies root cause(s) of barrier(s), develops plan of intervention with an evidence-based approach, executes intervention, and monitors success of intervention. Re-evaluates interventions and plans as necessary.   • Provides supportive counseling services to patients as permitted within the scope of their clinical training and state license. • Reports the discovery of unreported medical or social conditions or changes at home that may lead to adverse outcomes to the clinical team and ensures that these are referred to appropriate sources for attention.  • Advocate for patients by facilitating access to appropriate social services and supporting them through healthcare and social care navigation.  • Maintain thorough and timely documentation of all patient interactions, care plans, and interventions, ensuring compliance with company policies and regulatory requirements.

• Develop & nurture a solid understanding of the objectives and complexities within intricate Value-Based Care Programs and/or agreements, such as: • CMS Kidney Care Contracting • IWH Payor Agreements • IWH Practice Participation Agreements • Effectively communicate this complex information in a clear and concise manner to both internal and external stakeholders through meetings and presentations • Provide outstanding customer service to all external and internal stakeholders with consistent feedback and follow-through • Investigate and resolve any issues or concerns in a prompt and effective manner • Serve as the primary contact and subject matter expert for IWH Network practices • Assist our nephrology partners in achieving success within Value-Based Care by uncovering valuable insights within data, and identifying opportunities for improvement • Execute company initiatives and ensure the timely completion of deliverables • Ensure accurate documentation of provider interactions and/or visits are maintained in our CRM • Deliver timely training and/or onboarding to Network Providers as new information is available • Verify that information presented to providers is both accurate and timely, including the data accessible through our dedicated portal

• Identify and follow up leads for potential physician partnerships and development of new business opportunities • Secure contracts and align local nephrology practices by demonstrating clear knowledge and comprehension of our value proposition and enrollment process • Build market-specific network development strategies based on local market intelligence, network data and organizational objectives • Foster strategic provider partnerships and effective working relationships with Nephrologists, Access Surgeons, alternative Specialists, hospital systems, providers, and payers to: • Implement value-based compensation models with Physicians and Payers • Educate and partner with physician and payer community to assist in Interwell Health’s rollout and on-going operation • Partner closely with payer partners to oversee provider engagement through community events, such as educational sessions, networking events and strategic roundtable discussions • Partner with data and reporting team to house master data sets by region/state to ensure centralized repository accuracy • Collaborate with Marketing, Product, Clinical, Account Management, and Payor Sales teams to create educational and recruitment materials, fostering effective communication and implementing growth strategies

Role Description Interwell Health is a kidney care management company that partners with physicians on its mission to reimagine healthcare—with the expertise, scale, compassion, and vision to set the standard for the industry and help patients live their best lives. We are on a mission to help people and we know the work we do changes their lives. If there is a better way, we will create it. So, if our mission speaks to you, join us! What You’ll Do - Receive referrals from IWH to IMG and confirm they are eligible for services - Collect registration information and set up a chart in Acumen - Retrieve all relevant records (medical records, insurance card, demographics) - Connect with the patient and schedule a virtual appointment with the APP - Confirm all relevant information with the patient (medications, allergies, pharmacy, etc) - Establish access to the patient portal and confirm that the telehealth video option is functioning properly - Follow up with all patient appointments with IMG and ensure outbound referrals are confirmed - Follow up with ordered lab work and follow through on any orders related to lab work (medication changes, etc) - Ensure all records from IMG visits are scanned into ICC - Ensure any outbound referrals are noted in ICC, including appointment date and time - Support the APPs with any needs related to the visit - Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions Qualifications - Strong organizational and multitasking skills - Strong verbal and written communication skills - Superior customer service skills - Ability to work well in a team environment - Attention to detail and accuracy - Ability to maintain patient confidentiality and privacy - Ability to work independently and manage time effectively - Strong work ethic and dedication to providing quality patient care Requirements - High School diploma or equivalent - 2+ years of working as a Medical Assistant - Knowledge of medical terminology and procedures - Preferred: Nephrology medical practice experience - Preferred: Acumen experience - Preferred: Associate’s degree in a medical field - Current, active Medical Assistant License and/or Certificate (ex. CMA or CCMA) Benefits - Our mission is to reinvent healthcare to help patients live their best lives, and we proudly live our mission-driven values: - We care deeply about the people we serve. - We are better when we work together. - Humility is a source of our strength. - We bring joy to our work. - We deliver on our promises. - We are committed to diversity, equity, and inclusion throughout our recruiting practices.

• Configure, maintain, and optimize Epic Professional Billing solutions to support accurate, high-volume daily practice billing operations. • Own and maintain Charge Router configuration and routing logic, including rule setup, dialysis-specific date ranges, and modifier handling, to ensure professional charges are routed correctly from source systems into the appropriate billing workflows. • Serve as a critical operational resource supporting billing accuracy, patient statements, and uninterrupted revenue flow for practices. • Manage and support Epic-related billing vendor integrations and build activity (e.g., statements, credit card processing, collections), ensuring reliability and consistency across workflows. • Independently identify, troubleshoot, and resolve moderately complex Epic PB and Charge Router issues, minimizing billing delays or downstream impact. • Design, build, validate, and test Epic PB configurations and enhancements in support of both ongoing operations and new practice implementations. • Partner with internal revenue cycle teams, vendors, and implementation stakeholders to gather requirements and translate them into effective Epic solutions. • Contribute to end-to-end Epic solution delivery, including discovery, design, build, testing, and migration through established change management processes. • Collaborate closely with cross-functional team members to maintain team throughput and ensure practices are supported without disruption.