• Assist clients with selecting cruise options, accommodations, and experience preferences • Coordinate reservations, confirmations, and planning timelines • Provide organized planning guidance and next steps • Manage documentation, payment processing, and records • Maintain clear and professional communication throughout planning

• Provide Service Excellence to both external and internal members • Meet service expectations as outlined in the Service Excellence Scorecard • Help to meet the financial needs of new and existing members • Participate in performance development by being receptive to constructive feedback • Foster teamwork and strengthen relationships between staff • Accurately process transactions and member requests • Make process improvement recommendations • Comply with regulatory compliance and assigned training requirements

• Serve as the primary point of contact for all inbound calls from hospitals, referral partners, families, and individuals • Lead every conversation with a calm, structured approach and clear communication • Ask targeted, relevant questions to assess the situation quickly and accurately • Conduct thorough eligibility screenings based on established program criteria • Gather required information including medical history, functional status, insurance details, and discharge context • Identify gaps, inconsistencies, or red flags in referral information • Accurately document all referrals and intake activity in EHR systems, tracking tools, and spreadsheets • Follow defined intake workflows and documentation standards where established • Provide clear, honest direction when a caller's needs fall outside program scope

• Handle all inbound calls from prospective patients, family members, and referring providers • Conduct structured, focused intake conversations that quickly establish the patient's needs and eligibility • Ask precise follow-up questions to gather the clinical, insurance, and logistical information required to move forward • Manage eligibility decisions and communicate them without ambiguity • Schedule consultations, assessments, and next-step appointments with accuracy • Enter and maintain complete, accurate patient records in the EHR and intake tracking systems • Coordinate with internal clinical and administrative teams to ensure smooth patient transitions