Role Description A Spanish Bilingual Patient Services Representative handles a variety of patient inquiries and concerns, communicating effectively in both English and Spanish. The role involves understanding patient needs through active listening and ensuring these are met by coordinating information among patients, families, medical staff, and administrative personnel. - Handle inbound and outbound calls in English and Spanish according to departmental procedures. - Assist patients with inquiries, billing concerns, and account balances. - Support third-party entities (e.g., insurance providers) with patient account queries. - Safeguard protected health information in compliance with HIPAA. - Maintain reliability, punctuality, and teamwork in alignment with company goals. - Perform other related duties as assigned. Qualifications - College graduate or at least 2 years in college (medical-related course is a plus). - Fluent in both English and Spanish (spoken and written). - Strong communication, organization, and multitasking skills. - Ability to work independently with confidential information. - At least 1 year of call center experience, preferably in medical accounts or programs. - Detail-oriented, dependable, and flexible with work schedules. Benefits - Fully remote position. - Competitive benefits (insurance, lifestyle rewards, etc.). - Opportunity to work with a global, mission-driven team in the healthcare sector.

• Answer inbound service-related calls regarding all aspects of doing business with Foresters Financial • Conduct follow up calls as needed • Prioritize the customer relationship by listening and responding with empathy • Stay current on relevant business topics and process changes • Provide the highest level of customer service through collaboration with multiple business areas • Maximize opportunities to evolve customer relationships and promote membership benefits • Determine the needs of the caller and provide support with accurate resolution • Understand the impact of Key Performance Indicators and set development goals • Contribute innovative ideas to solve problems • Cultivate self-awareness by seeking feedback

About Us A pioneer in the caregiving space, Careforth supports family caregivers across the United States to confidently care for their loved ones at home. Through a combination of in-person home visits, remote coaching and our proprietary digital collaboration app, we provide caregivers with support, guidance, confidence, and connection to resources they need. The Caregivers and families we support stay with Careforth for many years, building lasting relationships along the way. Join us today and live our values: lead with heart, cultivate trust, go beyond. Position Summary In this remote opportunity The Care Coach II supports family caregivers and their care recipients through a combination of empathy, technology, and proven methods of care. In collaboration with an interdisciplinary team, the Coach Advisor II provides support to caregivers through the full program lifecycle of onboarding, enrollment and ongoing coaching support. They will provide program information to caregivers, as well as provide dedicated support, education, and guidance to caregivers, giving them tools and confidence to enable better care for loved ones. Support and resources are provided via telephone and proprietary digital chat technology, using evidence-based methods of care that address both health care and social needs. The Care Coach II typically handles more complex, higher risk/need cases on the Care Coaching Team, which may span across multiple states and/or Careforth programs. What You Will Do • Engage, motivate, coach, and educate caregivers via phone and digital technology; empower caregivers to manage their own psychosocial, physical and environmental health to improve and maintain wellbeing • Manage a case assignments, leverage technology to enable effective coaching and address the unique circumstance of caregivers. • Assess caregiver and care recipient needs, assisting the caregiver in creating and achieving care plan goals; may include navigation of benefits, coordination of care activities and referrals to external resources. • May support prospective caregivers, answer inbound calls, provide program overview; capture caregiver and caregiver/care recipient data using multiple systems to support ongoing program participation • Supports Careforth App onboarding and provides application support to drive caregiver engagement and streamline onboarding workflows • Collaborate with key stakeholders to assess care plans and caregiver engagement; identify problems and solutions • Document and report out on coaching activity with a focus on quality and outcomes; make recommendations as appropriate • Perform incident management in compliance with applicable state and program regulatory and/or accreditation requirements • Solicit feedback from caregivers to identify opportunities for additional support and process improvement • May act as a mentor for coaches and/or consultant for the caregiver support team • Participates in the on-call rotation to provide caregiver support and respond to urgent caregivers • Perform other duties as assigned What You Will Bring • Bachelor’s Degree and 4-6 years’ experience in care management and care coordination • Comprehensive knowledge of industry concepts and principles; Ability to provide coaching support and consultation across a broad range of clinical topics • Older adults, Dementia and Chronic Condition Management experience required. • Managed Care/health plan experience strongly preferred. • Exceptional active listening and communication skills with a focus on empathy • Proven experience accessing and locating community resources • Ability to navigate (and teach others to navigate and utilize) mobile applications • Ability to multitask in a fast-paced environment, with excellent decision-making skills • Solid understanding and experience in care planning/case management is required • Multilingual skills required- Spanish • Must be able to work 8-5 PST /11-8 EST *This will include compensated on call rotation You'll Benefit From At Careforth your well-being matters. With flexible schedules, a remote-first culture, and a nationally recognized wellness program, our benefits are designed to help you thrive, both professionally and personally. Discover how we invest in you: https://careforth.com/careers/#benefits # LI-Remote, #Gerontology, #Telephonic, #CaseManager, #SocialWork, #CareManager We cannot hire in the state of CA otherwise this is a fully remote role. The pay range for this position is $22.73 - $31.84/hourly plus an on call stipend and increased pay on holidays. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and geographic location. Join Our Award Winning Team Founded in Boston, Careforth's caregiver programs and services improve health outcomes, keeping care at home longer. Additionally, our programs provide financial benefit to caregivers and cost savings to state agencies and health plans. At Careforth, we understand the challenges of caregiving and are committed to supporting family caregivers at every turn. Caregivers play a critical role in the future of healthcare—and so can you. Apply now! For more information, please visit www.Careforth.com. Careforth is an Equal Opportunity Employer* DISCLAIMER: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. *Careforth supports families with diverse backgrounds and as an equal opportunity employer, we seek employees who reflect the diverse population we serve. Careforth complies with all applicable laws concerning hiring and employment practices and is firmly committed to fostering and maintaining a workplace free from discrimination. We pledge to hire, train, and promote our employees without regard to race, religion, gender, gender identity, genetic information, age, national origin, sexual orientation, disability, veteran status, or any other category protected by applicable law. Careforth strives to create experiences that are accessible and welcoming to everyone, including making www.careforth.com and the careers site accessible to any and all users. If you would like to contact us regarding the company’s diversity, equity and inclusion initiatives, inquire about a specific accessibility need or the accessibility of our website, or if you need assistance completing an application process, please contact People & Culture at 866-797-2333.

Manage and support the intake and triage of worker complaints, ensure compliance with labor laws, provide technical assistance to stakeholders, and conduct outreach to educate the public on employment standards and rights.