• 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

• Reverse Engineering: Perform static and dynamic analysis of malicious binaries to understand their behavior and intent. • Detection Engineering: Develop and maintain high-fidelity detection signatures (YARA, Snort, Sigma) to protect customers. • Data Mining: Query massive datasets (using SQL, Python, or Splunk) to identify anomalies and map out adversary infrastructure. • AI and LLM Automation: Design and leverage AI and LLM automations to support your analysis workload. • Technical Reporting: Produce detailed technical whitepapers and internal briefings on original discoveries. • Deep Technical Research: Identify, track, and analyze advanced persistent threats (APTs) and their malicious infrastructure to gain insights into attack vectors, victimology, and scale.