Role Description The Behavioral Health Specialist is responsible for managing incoming prior authorization and inpatient admission requests for behavioral health services. This role involves: - Reviewing submissions and gathering clinical documentation from providers. - Verifying member eligibility and entering information into the Jiva system. - Ensuring requests are routed appropriately to the clinical team. - Communicating determinations and resolving escalated issues. - Collaborating closely with behavioral health clinicians to support timely and accurate decision-making. Qualifications - Associate’s Degree in Healthcare, Nursing, Social Work or related area, or equivalent combination of training and experience. - Knowledge of medical terminology (preferred). - A minimum of 2 years of experience in a high-volume healthcare office, hospital administration, data entry office, or customer service call center. - Familiarity with Jiva, FACETS, or other healthcare databases (preferred). - Experience working in health plan utilization or claims processing (preferred). - Previous customer service experience (preferred). - Behavioral Health experience (preferred). - Pre-employment background check required. Requirements - Proven ability to prioritize and manage multiple tasks in a fast-paced environment while meeting deadlines. - Capacity to process high volumes of requests accurately. - Excellent listening, verbal, and written communication skills with a strong customer service focus. - Teamwork and collaboration skills. - Proficiency in Microsoft Office products. Benefits - Full-time remote work. - Competitive salaries. - Excellent benefits including medical, dental, vision, pharmacy. - Merit increases. - Flexible Spending Accounts. - 403(b) savings matches. - Paid time off. - Career advancement opportunities. - Resources to support employee and family wellbeing. Compensation Range $23.08 - $32.45. This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, considering factors such as education, experience, skills, and certifications/licensure as they relate to position requirements.

• Engage with collectors through chat, email, and phone support • Handle complex account questions and resolve issues with empathy and care • Document interactions and escalate issues as necessary for quick resolution • Collaborate with cross-functional teams to enhance service quality • Gather customer feedback to identify trends and suggest improvements

Role Description This position is responsible for ensuring that all consumers receive accurate, courteous, and professional customer service related to requests for non-emergency medical transportation services. Essential Functions - Assists callers efficiently and in a polite, courteous and professional manner at all times. - Conducts appropriate screening and eligibility functions. - Obtains correct information to schedule appropriate modes of transportation. - Maintains current knowledge of local operating transportation policies. - Accurately and effectively uses trip scheduling and dispatch software. - Maintains client, company and employee confidentiality. - Communicates with facilities and/or providers as necessary to assure efficient transportation services. - Coordination of urgent care and/or discharges with Trip Validation Specialist. - Keeps Supervisor informed concerning scheduling and/or service delivery problems. - Completes all required records and reports. - Effective use of telecommunications systems. Qualifications - High School graduate or equivalent. Requirements - Excellent communication skills. - Basic computer and typing skills. - Type 30 wpm. - Customer service experience. - Able to work in a busy environment. - Able to work independently or with a team.

• Plan, prioritize, and schedule Helpdesk activities to ensure maximum issue resolutions within committed SLAs • Record any incidents and provide support to all end users with the help of the team while documenting resolutions • In collaboration with team members and leadership, implement and iterate on enterprise level support processes, procedures, and documentation • Build a help desk work stream that supports our application's end users and informs how to triage across the larger ecosystem • Monitor and report on key production support metrics to track operational stability and identify actionable insights to drive continuous improvement • Provide leadership within this work stream, going beyond ticket processing to shape the direction of help desk operations • Communicate issues and resolutions clearly and succinctly across all levels of the organization, using standardized language and terms • We expect the responsibilities of this position to shift and grow organically over time, in response to considerations such as the unique strengths and interests of the selected candidate and other team members and an evolving understanding of the delivery environment.