• Solve complex issues impacting providers and members • Be a subject matter expert for Member and Provider Services • Act as a liaison between production and strategy teams • Assist with internal questions and training support • Communicate with Members and Providers • Track and report network issues • Manage a queue of assigned cases • Ensure workflows are up to date

• Serve as the primary point of contact for patients, families, facility partners, and providers across your assigned patient panel • Triage and prioritize urgent care requests, STAT tasks, and time-sensitive clinical communications in real time • Maintain accurate, compliant patient documentation within our EMR system • Proactively manage appointment scheduling, follow-up care, and interdisciplinary communication • Lead new patient onboarding, ensuring each patient is contacted and scheduled within 24 hours of enrollment • Participate in after-hours on-call rotation to support continuity of care • Contribute to quality improvement initiatives and operational efficiency projects

• Provide remote counseling services to children, adolescents, adults, couples, families, and groups. • Collaborate with clients to identify concerns, define counseling goals, and develop actionable treatment plans. • Maintain accurate and timely clinical documentation in compliance with all state, federal, and company policies (i.e., HIPAA). • Participate in ongoing professional development through workshops, meetings, and training opportunities. • Integrate Christian faith and psychological best practices in therapy as appropriate. • Refer clients to other resources or specialists as needed. • Engage in occasional community outreach or ministry initiatives relevant to Light Counseling’s mission. • Provide clinical supervision or mentorship to interns and residents (if qualified). • Perform other duties as assigned.

• Validate and process refund requests and warranty claims • Support Authorized Service Provider (ASP) onboarding and CRM operations • Review and validate refund requests submitted by Tier 1 • Ensure accuracy of customer details, proof of purchase, eligibility, and refund amounts • Review and process warranty claims submitted by ASPs • Validate labor, parts, and supporting documents against warranty policies • Approve or reject claims and coordinate with ASPs for corrections • Prepare and submit weekly warranty and refund claim payroll • Provide support for Call Experts CRM (claims, tickets, access issues) • Ensure all transactions meet internal policies and audit requirements