• Driving Satisfaction: Connect with members, answer all questions and ensure they leave all interactions satisfied with the quality of support and confident in the One Imaging process. • Solving Problems: Use available resources, notes, and critical thinking to accurately and politely solve the member problems, aiming for on-call resolution whenever possible. • Overcoming Objections: Use proven techniques to address concerns, clarify next steps, and ensure members move forward confidently. • Delivering Outstanding Experiences: Engage members with empathy, professionalism, and clarity to build trust and reduce friction. • Multi-Channel Communication: Use phone, SMS, email, and chat to manage members requests and needs quickly, and follow up to confirm resolution. • Collaborating Cross-Functionally: Partner with internal teams to ensure information is accurate and members experience seamless handoffs. • Meeting Goals: Consistently hit weekly and monthly targets for Member Support team – call volume, time to answer, average handle time, member satisfaction, and retrieval completions.

• Review HIH files to confirm completion and accuracy. • Identify errors that could trigger inaccurate chart requests and flag issues for correction to reduce operational waste. • Track recurring error types and share findings with department leadership for process improvement. • Maintain clear documentation of review outcomes, error trends, and required adjustments. • Partner with internal teams to clarify file requirements and update review criteria as business needs change. • Assist in root cause analysis when large scale or repeated file issues surface. • Monitor vendor performance related to file quality and escalate concerns when thresholds are not met. • Support training efforts by providing real examples of common errors and recommended fixes. • Contribute to reporting on accuracy rates, trends, and the impact of QA review on downstream retrieval performance. • Support the review of internal client-related support requests and provide timely responses via Datavant’s support ticketing system within defined SLA expectations. • Ensure that submitted tickets for inventory disposition changes are accurate and correctly reflect the work done. • Review documentation quality of notes included with disposition tickets to ensure they are accurate and represent the work done.

Overview Patient Service Representative Remote MUST HAVE PATIENT CUSTOMER REPRESENTATIVE EXPERIENCE $16 an hour Join Us in Transforming the Dental Experience Imagine being able to work with a group that strives to make a difference in the everyday lives of individuals. At NADG, we use our individuality and expertise to work with our partnered dental offices and ensure that every practice is able to focus on what they do best—providing best in class patient care. Our guiding principle is empathy, and it allows us to focus on the big picture of what our work is all about: putting every patient first, every visit. Do you have the drive and passion for helping others improve the dental field in the way that we do? Come join our team— assist us in pioneering a new culture of dentistry. Responsibilities The Role You’ll Fill at NADG Our Patient Service Center is expanding! As a member of our team, you will… - Receives a high volume of calls to answer daily - Present offers to patients - Overcoming patient objections to schedule an appointment - Scheduling a high volume of appointments - Use product knowledge to showcase the solutions our practices can offer patients - Use company databases and software to track progress - Displays problem solving skills and takes ownership for patient concerns/issues and solutions - Work with practice teams on solutions for patients in a timely manner - Ability to manage sensitive and critical information with respect to company policies, as well as laws and regulations - Collects missing information or updates outdated information - Consistently meet and exceed department key performance indicators - Expected to work all scheduled workdays, during scheduled hours and report to work on time - Enjoy company contests and incentives - Other special projects or responsibilities as assigned Qualifications The Skills We’re Looking for As an ever-growing dental service organization, we are looking for team members with previous experience and impressive qualifications. These include… - 2+ years’ experience providing superior customer service. - Experience with M/S office products including Word, Excel, Outlook preferred. - Strong computer skills: 45+ WPM, ability to multitask using different software and programs while maintaining a conversation - Must have reliable high-speed internet - Must have a private workspace from home Benefits: - Health, Dental and Vision Insurance (Full-time employees) - Healthcare Spending Account - Paid Time Off - 401k - Voluntary Life & Disability Insurance - Referral Program - Employee Discount Program Ready to Join Our Team? - Our team isn’t just looking for good members, we’re looking for the best of the best and are ready to welcome the perfect candidate to this position. NADG is constantly growing, and we want you to join us on our mission. Stop searching for jobs – apply today and start your career. - If you are professional and organized yet outgoing, flexible, and energetic, you’ll fit right in. - Our team is full of individuals with different skills and personalities, but each is willing to go the extra mile for our patients while communicating well with our team. If this sounds relatable, then there’s a spot for you at our practice. We’re excited to hear from you! Equal Opportunity Employer We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or any other characteristic protected by law. #NADG3

Join a team that’s transforming mental healthcare. Founded by psychiatrists, Headlight is more than a company: it’s a movement. A movement that exists on the front lines of the mental health crisis, transforming the way people access care and the way clinicians deliver it. In order to help people in their time of need and ensure that every person who comes to us has options, we are transparent about our capabilities, treatments, and coverage, we champion innovation, and we leverage our rich data to continuously implement better ways of delivering care. Our mission is simple but powerful: Improving lives, one session at a time. Our highly skilled and principled clinical team enjoys autonomy and institutional support so they can put their focus where it should be: on improving patient outcomes. Our clinicians want to do more than help individual clients, so they work to affect the system as a whole, elevating standards of care so that their efforts reverberate far beyond what they could do in private practice. As the most trusted behavioral health partner in the Western U.S., we’ve established deep relationships that give us unparalleled access, interoperability, and first-priority referrals. This exclusivity, combined with our best-in-class coordinated care and feedback loops, results in superior outcomes and cost savings. Our services are convenient, accessible, and expert, combining personalized client engagement with advanced technology to enhance, not replace, human connection. Indeed, we hold that human-to-human relationships are indispensable, so from the match to the session to the time between sessions, we provide whole person care so nobody falls through the cracks and there is a brighter path forward for all. We are seeking a Care Coordinator I to facilitate a frictionless experience for both clients and clinicians working with Headlight. Clinicians work with Headlight because we take care of the important administrative parts of their job for them. Clients come to Headlight because we ensure they are matched with world-class mental health providers and we make it easy to get the help they need without jumping through hoops or feeling frustrated. And our Care Coordination team is the engine that makes this all happen. As a Client Care Coordinator, you serve as a vital link between our clients and clinical team, ensuring that each care plan is executed seamlessly. You’ll do this by aligning clinician availability with client needs by managing calendars, rescheduling appointments, and optimizing clinician schedules for maximum efficiency. You will also act as the first point of contact for client inquiries through phone, text, and email—delivering timely, compassionate, and professional support. You will support our clinicians by keeping them informed of relevant updates, schedule changes, and client preferences to help them deliver the best care possible. This role is essential in fostering a smooth, supportive care experience for both clients and clinicians by ensuring communication is clear, plans are followed, and needs are proactively met. Our Pillars - Make things easier. - Forge genuine connections. - Elevate the standard. Roles and Responsibilities - Client Care Coordination: Facilitate the execution of a Clinician developed care plan for clients in need of outpatient mental health services; answer calls, reply to text messages & emails, and assist clients in their scheduling needs. - Clinical Support: Provide administrative support to clinicians and their clients by backing up the Clinical Support Team. This includes assisting with documentation, scheduling logistics, and any other operational needs that contribute to seamless care delivery. - Team Collaboration: Work collaboratively with the Clinical, Billing, and Intake Teams to ensure continuity of care and streamlined communication. Help facilitate efficient teamwork by acting as a liaison across departments. - Resource Coordination: Assist clients in navigating the healthcare system by coordinating services both within Headlight and externally. Tasks may include rescheduling appointments, coordinating with pharmacies, resolving insurance or billing issues, and connecting clients with necessary medical or mental health resources. - Monitoring and Follow-Up: Regularly track client progress and ensure care is delivered according to established plans. Complete follow-ups after appointments, confirm future visits are scheduled, and carry out all assigned tasks related to client care coordination. - Client Satisfaction: Serve as a reliable, empathetic point of contact for clients, ensuring their needs are met and their experience with Headlight is supportive, professional, and responsive. - Data Entry, Tasking, and Record Keeping: Maintain accurate and up-to-date client records by entering information into the system in a timely and detailed manner. Track tasks, document client interactions, and ensure all care coordination is properly logged. - Compliance with Policies: Uphold all organizational policies and procedures. Ensure client care meets high professional standards and complies with legal, ethical, and HIPAA requirements. Qualifications - Previous experience in a medical/mental health office, specifically with scheduling and referral coordination - Working knowledge of Electronic Medical Records Systems - Experience with Excel, Word, and other computer programs - Ability to work with a team with little direct supervision - Excellent communication skills through phone, email, text and chat - Customer service experience (2 years preferred) - Ability to be flexible in a fast paced, evolving work environment - Attendance as required for position. - Problem solving skills - Possess a strong collaborative attitude that applies solution-based thinking - Computer skills - Communication skills, verbal and written - Professional attitude - Customer service skills - Prompt attention to detail Benefits - W2 role with competitive hourly rate - Medical, Dental and Vision on the first of the month after employment (based on FT hours) - Paid Vacation, Sick, and Holiday time - Employee Assistance Program (EAP) provides confidential counseling services, resources, and support to help you navigate personal or professional challenges. - 401(k) plan with company contribution - Remote work schedule - Opportunity to work in a cutting-edge healthcare technology environment - Professional development opportunities and training - Collaborative and supportive work culture - Impactful role contributing to the enhancement of patient care and healthcare processes $20 - $24 an hour Incentive pay is also offered on top of the base hourly rate. 85% ready state and 15 activities per hour = an additional $2.50 more per hour 85% ready state and 20 activities per hour = an additional $3.75 more per hour 85% ready state and 25 activities per hour = an additional $5 more per hour If you need any accommodations for your interview please email HR@headlight.health prior to scheduling. Not meeting all the requirements? Research indicates that women, communities of color, and historically underrepresented individuals are often hesitant to apply for jobs unless they meet every qualification. We are committed to cultivating a diverse, inclusive, and genuine workplace. If you're enthusiastic about this position but your previous experience doesn't precisely match every qualification listed, we enthusiastically encourage you to submit your application. You could be the ideal candidate for this role or others! Headlight is committed to the principles of diversity, equity, and inclusiveness and seeks to create a working environment reflective of this commitment. We seek to provide a diverse clinician base to support the diversity of our clients. Headlight supports and respects diversity of people, culture, and ideas throughout our organization. Headlight thrives to be a welcoming, diverse and discrimination- and harassment-free workplace. By applying for this position, you consent to receive future communications from Headlight via email or text regarding this application and related employment opportunities. You may opt-out at anytime by contacting us directly. Job Postings on Indeed and other job boards may post with total compensation (base + bonus). For the exact base salary range please check our website or our job-site