• Review emails and chats constantly for new leads, file setups, audits, or other requested needs. • Organize contracts, termination letters, photos, and other documents on Dropbox. • Answer all the inbound calls, clients, and leads with great customer service skills. • Transfer calls to the right member of the team when needed. • Set up Filevine projects for new clients or the tools requested. • Register all the comments, observations, and updates. • Review and look for new contracts to be registered into Filevine. • Follow up on the leads assigned, ensure a great quality interaction, and clean up the old leads. • Answer new potential clients, ask probing questions, and follow the process to complete the sign-in or escalate the call to an Intake Specialist. • Complete the intake process of a new client to be transferred to the Pre-Litigation department. • Send the submission emails to the Pre-Litigation department for new clients to start the case (notification). • Complete clinic referrals, taking into consideration the client's location. • Participate in stand-up meetings, dailies, weeklies, and monthly meetings. • Close contracts.

• Contact Medicaid members , in both English and Spanish, to identify members who may quality for the Health-Related Social Needs Medicaid benefit and connect members to supports • Data entry of member interactions • Data cleaning and basic analysis • Other duties as assigned (e.g. supporting meetings and technical assistant offerings)

• Serve as a primary point of contact for patients navigating chronic care programs • Deliver scheduled and unscheduled telephonic or virtual outreach in Spanish and English • Educate patients on medication use, symptom monitoring, nutrition, and lifestyle changes • Review RPM alerts and trends, escalating clinical concerns appropriately • Support post-discharge follow-up and specialty care coordination • Partner with pharmacists, nurses, and care teams to optimize outcomes • Ensure all documentation meets CMS, payer, and internal quality standards • Promote patient trust, activation, and adherence to care plans

• Establish rapport and trust with constituents to initiate a supportive, person-centered relationship • Assess individual needs and guide constituents to the most appropriate staff member, service, or resource • Provide accurate information about Multiple Sclerosis as well as Society programs, events, and services • Connect constituents with MS Navigators for ongoing support and goal achievement • Collaborate with healthcare providers to create seamless experiences for shared clients • Ensure equitable access to educational and support resources, regardless of technical ability • Respond to acute situations with sound judgment, connecting individuals to internal or external crisis support as needed • Maintain healthy boundaries while remaining present and empathetic in all interactions • Stay current with industry trends and Society developments to align with best practices • Support innovation and outreach by engaging volunteers and modeling essential work functions across the organization