• Manage a defined caseload of enrolled CCM members • Complete required CCM minimum engagement activities and documentation • Conduct proactive outreach based on NP notes and care plan needs • Perform clinical triage for symptom changes, medication questions, and emerging medical concerns • Provide chronic condition education and ongoing clinical support • Coordinate with primary care providers and specialists to support continuity of care • Escalate clinical concerns to the Nurse Practitioner as appropriate • Develop, update, and document individualized care plans • Collaborate closely with the NP and CHW to deliver team-based care • Maintain accurate, timely documentation to support CCM compliance

• Provide exceptional customer service by actively listening, empathizing, and responding to customers’ needs. • Build rapport by communicating with warmth, clarity, and confidence. • Manage all assigned cases, aiming to shorten response times and minimize learner effort. • Document all interactions thoroughly and accurately across multiple systems. • Advocate for customers by addressing concerns thoroughly and guiding them through next steps.

• Make calls and outreaches in English and Spanish and describe the benefits of our program • Engage with and enroll eligible health plan members into ImpactCare and/or ImpactAdvocate programs • Meet call volume and enrollment requirements; proactively assess and revise approach as needed or directed using multiple forms of communication (i.e. phone, text, secure online chat) • Determine eligibility and perform various enrollment and disenrollment processes for related members to ensure compliance • Partner cross-functionally with various operational business units while supporting departmental objectives within company and regulatory guide lines • Obtain missing information and data to complete enrollment questionnaires and document important information • Contact provider offices to obtain information such as fax numbers and request medical records • Anticipate workflow needs based on established processes, policy, and procedures • Appropriately document all outreach efforts in a way that promotes departmental transparency and complies with HIPAA • Appropriately document health data which includes identifying potential cost containment opportunities; refer high-risk or changes in status situations to Health Coaches and/or Care Managers • As needed, communicate needs, challenges, and provide feedback to peers and Coach • As needed, complete claims and pre-certification reviews

• Brindar apoyo administrativo y operativo a un cliente estadounidense. • Garantizar organización, claridad y eficiencia en la gestión diaria mediante la coordinación de agendas. • Manejo de llamadas, seguimiento a empleados y comunicación profesional. • Actuar como apoyo directo y de confianza, asegurando que las prioridades del cliente se gestionen de manera ordenada, oportuna y efectiva.