National Association of Community Health Centers (NACHC)

• Act as the first line of call in clinical communications for patients, within guidelines/protocols • Administer injections and medications • Provide direct clinical care as needed for minor check in visits or lab draws • Provide supporting paperwork and education for patients • Support clinic visits as appropriate and per training when needed • Support the everyday flow of clinic acting as back up support for MA • Maintaining logs • Cleaning of rooms as needed and sterilization of instruments • Obtaining and transcribing patient medical records • Additional workflow items as the need arises

• Serve as the primary point of contact for patient inquiries related to billing statements, account balances, and financial policies • Manage inbound patient phone calls and portal/secure messages with professionalism, empathy, and timely follow-through • Handle patient escalations with care and composure, resolving concerns or routing to appropriate leadership when needed • Communicate clearly about patient financial responsibility, explaining charges in plain language that is easy to understand • Process patient payments accurately via phone, portal, and other approved payment channels • Set up and manage patient payment plans in accordance with Diana Health policies, ensuring payment arrangements are documented and tracked • Monitor payment plan adherence and proactively follow up with patients to support successful completion • Maintain accurate and thorough documentation of all account activity and patient communications • Educate patients about available financial assistance programs and eligibility criteria • Guide patients through the financial assistance application process with compassion and clarity • Review and process financial assistance applications in accordance with established policies • Collaborate with internal teams to ensure timely decisions and a seamless patient experience throughout the assistance process • Comply with all revenue cycle and patient financial services policies and procedures • Maintain strict confidentiality and HIPAA compliance in all patient interactions and documentation • Prioritize tasks effectively to meet response time standards and patient experience goals • Accurately track daily activity and meet department productivity standards as defined by management • Support special projects and initiatives as assigned by Manager or Supervisor

• Act as the first line of call in clinical communications for patients, within guidelines/protocols • Administer injections and medications • Provide direct clinical care as needed for minor check in visits or lab draws • Provide supporting paperwork and education for patients • Support the everyday flow of clinic acting as back up support for MA • Maintaining logs • Cleaning of rooms as needed and sterilization of instruments • Obtaining and transcribing patient medical records

• Serve as overflow support to multiple practices by, answering and working incoming calls and messages • Answer and triage incoming phone calls and app messages from our current patients • Act as the second line of call for incoming calls from new patients • Answer incoming phone calls from other stakeholders (e.g., external medical provider offices, start incoming referral requests) • Check and respond to voicemail and after hours messages • Schedule patients from incoming phone calls • Conduct no show and cancelation follow-up • Support schedule re-shuffles (e.g., when provider is called out) • Work through appointment ticklers • Support central communications intake and follow up through various mediums • Other duties as assigned

• This role is dedicated to keeping our candidate pipelines full, warm, and moving. The primary focus will be on Advanced Practice Providers (APPs) and support for physician sourcing as needed. You will work closely with our recruiters to ensure every handoff is clean, every outreach is strategic, and no great candidate goes cold. This role reports directly to the Clinical Recruitment Manager, with a dotted-line reporting relationship to the Vice President of Talent Acquisition for physician sourcing strategy.

• Manage day-to-day revenue cycle operations across multiple markets and practice locations • Oversee billing, coding, claims follow-up, denial management, appeals, payment posting, and accounts receivable workflows • Monitor and improve operational KPIs including: Days in AR, Aging >90 days, Initial denial rates, Charge entry lag, Claims edit resolution, Hold workqueues, Payment plan performance, Time-of-service collections • Ensure timely and accurate claims submission to maximize reimbursement and minimize AR aging • Oversee operational workqueues within Athena and ensure timely resolution of billing and claim issues • Partner with finance and analytics teams to identify trends, gaps, and opportunities for operational improvement • Support month-end close readiness and ensure claims are billed timely across all sites • Serve as an escalation point for complex payer, operational, and billing issues • Lead and develop a team of billers, coders, AR specialists, and operational support staff • Establish productivity expectations and accountability metrics across all functional areas • Conduct regular workflow reviews and operational audits to identify bottlenecks and inefficiencies • Provide coaching, mentoring, and performance feedback to team members • Support onboarding, training, SOP development, and cross-functional education initiatives • Foster a culture of collaboration, accountability, continuous improvement, and operational excellence • Identify opportunities to improve operational efficiency, reduce denials, and streamline workflows • Partner with operations, product, and engineering teams on workflow redesign and automation initiatives • Support implementation and optimization of systems including AthenaOne, Collectly, Freesia, and related revenue cycle tools • Assist in developing and maintaining revenue cycle playbooks, SOPs, and training materials • Support implementation of automation, AI, and workflow optimization initiatives designed to improve scalability and operational performance • Partner with Practice Managers and operational leaders to improve front-end revenue cycle performance • Collaborate with credentialing, contracting, finance, and clinical operations teams to resolve operational barriers • Support implementation and refinement of patient financial workflows, payment plans, and collection strategies • Assist in operationalizing payer requirements and workflow changes across the organization

• Act as mental health support for those that are referred and/or interested in those services: • Message patients about behavioral health questions through Diana Health platform • Conduct in-office and telehealth mental health visits via warm hand-off process from providers and/or patient request • Provide ongoing mental health treatment and refer out, as needed • Complete timely clinical documentation within our EHR system • Collaborate with other providers to deliver excellent patient care: • Collaborate with CNM/ OB/Gyn on plan of care and areas of escalation, including medication as needed • Collaborate with Health Coach regarding patient wellness as needed • Collaborate with Care Navigator to provide additional support to patients as needed • Serve as the office expert on behavioral health: • Provide staff trainings on behavioral health and behavioral health workflows • Lead expert talks and support groups relevant to behavioral health • Connect patients and providers to external referrals and/or resources as appropriate

• Sourcing qualified CNMs, WHNPs, and LCSWs using a mix of platforms like LinkedIn, Indeed, PracticeLink, social media, and good old-fashioned networking. • Develop creative sourcing strategies for hard-to-fill CNM positions • Reaching out to potential candidates and getting them excited about opportunities with us. • Partnering with The Clinical Recruitment Manager and hiring managers to understand what “great” looks like for each role and location. • Keeping track of your sourcing pipeline and staying organized in our ATS (and other tools). • Helping build long-term talent pipelines — not just for today’s roles, but for future needs too. • Conduct initial outreach via phone, email, text, and social media • Meet daily, weekly, monthly, and quarterly KPIs for candidate outreach, pipeline growth, and other recruitment level targets set • Representing our team and brand in a warm, professional way!

• Own our individual site and corporate-wide financial models, updating them regularly to incorporate actuals and account for changes in our forecast or other updates to our business model • Conduct a range of deep-dive analyses into our business operations, identifying bottlenecks and opportunities for improvement • Work together with our Corporate Controller on our monthly close process, to ensure that all expenses are properly accounted for and to identify deviations from our budget • Preparing reporting packages and materials for presentation to our internal leadership team and board

• Utilize expertise in OB/GYN billing processes to investigate and resolve insurance denials through effective communication with payers and attention to detail in claim resubmissions • Navigate various payer portals to monitor claim status and eligibility and resolve issues promptly • Collaborate with internal teams to gather and provide necessary appeals and claims processing documentation • Maintain up-to-date knowledge of medical billing regulations and compliance requirements • Utilize medical collection practices and procedures to manage outstanding accounts receivable • Ensure accuracy in data entry and record-keeping for billing-related activities • Prioritize tasks effectively to meet deadlines and achieve goals