• Contact English & Spanish-speaking consumers across the United States • Gather opinions of respondents who have experience with clients’ products and services • Closely follow a provided script

• Receive and respond to client communications including, but not limited to, intake and onboarding of new patients • Responsible for establishing and fostering relationships with pediatric groups to create a pipeline of referrals • Schedule intake appointments and initial assessments • Review new referrals • Book new intake appointments • Reschedule cancellations/No call no shows as needed • Add demographic and payor details to metadata • Relay benefit information to the client • Add activity logs as needed • Check Medicaid Eligibility • Create tasks in Central Reach • Send a welcome email to client/parent • Termination notifications referring to the provider • Return client and staff voicemails and emails as needed • Collect and upload new information, such as diagnosis reports and insurance cards, as needed • Record all changes and communications to clients accounts, as necessary • Adhere to federal HIPAA regulations, as well as any company policies & procedures

• Provide virtual high-volume omnichannel support through email, chat, text, virtual connections, and inbound or outbound calls to patients, HCPs, REMS vendor, HUB, specialty pharmacy, and field teams • Demonstrate strong empathy and high emotional intelligence to engage patients/HCPs effectively, creating individual relationships built on trust and rapport • Provide proactive support to HCP office issues related to REMS, reimbursement, insurance coverage, and product dispense • Act as a primary point of contact for patients to provide comprehensive disease/therapy education and access to therapy (including benefit verification, prior authorizations, and navigating insurance reimbursement processes) • Prepare structured case status reports for ongoing HCP email or telephonic review • Collaborate and work cohesively with Momentum Inbound team to identify gaps, barriers, and opportunities to improve process and overall patient/HCP experience • Communicate complex information effectively and empathetically to patients/HCPs • Accurately complete patient engagements based on provided criteria • Ensure the success of the program through collaborative partnerships with patients, HCPs, field, and operational partners • Lead and facilitate weekly touchpoint meetings with field partners to review wins, priorities and action items; document outcomes and drive timely follow-through • Monitor and prioritize daily and weekly workload to anticipate needs, rebalance tasks, and ensure timely follow-through on commitments • Work and communicate cohesively within a team to identify collaborative opportunities, enable process improvement and escalate as needed • Provide manager and the account team voice of the customer feedback on the product, support, and insights to enable enhancements • Ensure all activities are conducted in a manner that complies with all Momentum, client, and industry-mandated rules and regulations. Complete AEPQC reporting and provide all communications in a compliant manner.

• Answers phone calls and utilizes knowledge of credit union products, data systems, and web-based applications to provide information, answer questions, and assist with requests and concerns for both English and Spanish speaking member and non-member callers • Completes required member verification, reviews accounts, relay company and credit union policy/procedures, and communicates with management or other S3 teams/departments as needed to remedy member service issues in a remote environment • Handles calls related to all career path queues including digital, cards, and loans and processes related transactions • Facilitates and translates conversations between Spanish speaking callers and other queues or departments as needed • Corresponds with other departments and management through email for additional requests or research • Additional job-related projects and duties as assigned by management