• Provide a monthly care management conversation through outbound phone calls to assigned patients to address their healthcare needs. • Communicate resources and services available to patients through the continuum of care. • Identify patient-specific problems, goals, and interventions designed to meet the patient’s individual needs through action-oriented and time-specific goals. • Maintain chart compliance and proper documentation, including but not limited to medical history, medication, immunizations, allergies, surgical history, and family history. • Demonstrate awareness of a patient’s circumstances that may necessitate revisions to care plans, goals, and preferences while being aware of barriers to care and services. • Provide appropriate health education. • Escalate patient concerns to the triage nurse team.

• Inbound call management and patient engagement • Responding promptly to all incoming patient inquiries via phone, email, or live chat • Outbound calls to patients as needed • Assist in triaging a patient’s clinical issues and connecting patients with a member of the Triage Nurse team promptly • Review and handle other patient-centered ancillary tasks including reviewing and transcribing medical records, addressing and sourcing additional patient resources, and resolving urgent patient account matters • Support the Provider Relations Specialists team as needed with patient and provider communication • Assist the Triage Nurse team and Pharmacy Technicians in obtaining necessary information for triage assistance and medication refills • Obtain and send record requests via fax, ensuring accuracy and efficiency • Timeliness in answering incoming calls and additional patient inquiries via email or live chat

Role Description Own Up, a part of Experian, is a mission-driven financial technology company dedicated to making homeownership more accessible and affordable. The Home Advisor handles high-volume customer interactions to produce qualified leads for lending partners. You will focus on delivering customer experiences while meeting performance goals across call volume, conversion, and quality. - Manage a high volume of inbound and outbound calls to produce qualified leads - Engage with customers by phone, email, and text to answer inquiries and guide next steps - Deliver a positive, professional customer experience balancing speed and quality - Follow structured call flows and best practices to support pre-approval conversations - Partner with our teams to support lead submissions and program execution - Communicate with real estate agents to coordinate and support customer needs - Meet performance metrics, including call volume, contact rate, and conversion Qualifications - 1+ years of experience in mortgage, lending, or financial services with a focus on sales, lead generation, and conversion in a high-volume call center environment - NMLO licensing, or demonstrate the willingness to obtain certification within 6 months of hire Requirements - Availability to work weekend shifts (Saturday: 9:00 AM EST - 8:00 PM EST and Sunday 9:00 AM EST – 7:00 PM EST) - Flexibility to work shorter shifts during weekdays (Monday–Friday), including split and full shifts, 40 hours per week - Willingness to support a schedule in consideration of high-volume contact center operations, including peak coverage times Benefits - Great compensation package including uncapped commission - Core benefits including medical, dental, vision, and matching 401K - Flexible work environment, ability to work remote, hybrid or in-office - Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

• Prioritize and manage individual members along the Twin journey to reversal and self-care management • Deliver remote coaching via apps, video conferencing, and the Twin Health electronic system • Engage and activate members to set goals, manage their care, and stay motivated on their journey to self efficacy • Motivate, coach, and provide exceptional service and support to your members to achieve their health goals as designated by the Twin app • Conduct detailed daily monitoring and management of assigned members to ensure full compliance with the Twin program • Review member health data and reports daily to ensure accuracy, completeness and program adherence • Provide feedback to members on daily metrics including weight, continuous blood glucose monitoring, blood pressure, sleep, breathing, movement, adherence to dietary and supplements and satisfaction with the program • Strictly adhere to Standard Operating Procedures for member management and escalations • Collaborate closely with coaching team colleagues, providers, registered nurses and operations teams to drive a seamless experience for members • Work with a multidisciplinary team within Twin and the academic setting to resolve patient care issues and advance members toward chronic disease prevention and reversal. • Organize and maintain participant’s records in a secure compliant fashion • Additional duties as assigned