• Responsible for providing support within Kooth’s Contact Center and Care Coordination Services. • Handle inbound calls in the Contact Center while also supporting Care Coordination for our service users. • Respond to inquiries about the Kooth platform, assisting with account creation, and scheduling coaching sessions. • Coordinate appointments or services with external agencies and providers to ensure that Kooth service users receive the care and support they need. • Build positive service user experience by going above and beyond with customer service. • Create and maintain record of daily problems and remedial actions taken. • Develop and maintain relationships with external organizations, including relationships with affiliate network providers. • Document all communications and contacts with referral partners and service users in standardized documentation and messaging.

• Provide care management and advocacy support to high acuity members participating in renal care programs • Effectively service and maintain an assigned caseload of up to 125 high acuity managed members • Complete member education calls to support the long-term success of members engaged in the ImpactAdvocate program • Adhere to workflows and processes that support meeting reporting requirements, NCQA guidelines as well as align with established care paths and intervention protocols for optimal clinical and financial outcomes.

• Provide accurate documentation on all maintenance and repair events. • Verify that all repair and maintenance work is necessary and done at a fair price. • Negotiate repairs when appropriate and document all instances where a cost savings is realized. • Ensure appropriate preventative maintenance schedule is followed. • Maintain monthly performance goals at or above the established goal. • Offers assistance willingly and makes a positive contribution to morale. • Respond positively to change, remains calm and professional under pressure and accept constructive criticism positively. • Maintains a professional image and demeanor.

• Assist customers who need help and certainty when their move does not go as planned. • Handle incoming customer calls in both Spanish and English. • Initiate outbound calls to customers, roadside assistance service providers, and other personnel for support. • Follow established methods and procedures to ensure customer safety. • Handle files with calm urgency, professionalism, and care while meeting quality-related metrics and goals.