• Provide intermediary service between Client Account Manager or designee and Call Center Communicators. • Support Vice President, Director, Supervisor, and Client Account Manager or designee in all project business initiatives and objectives. • Update training materials and conduct trainings as directed by Call Center Supervisor. • Investigate inquiries and complaints and handle escalations for program. • Inform Supervisor and Client Account Management Team of all system failures/slow-downs. • Assist with call monitoring; provide timely feedback to Call Center Communicators. • Be innovative, using creativity, imagination and information to develop ideas and suggestions for improvements. • Assist the management team with the compilation of individual monthly program metrics. • Disseminate all project information/directives to team. • Lead by example, adhering to corporate compliance and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership. • Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines. • Accurately collect information required by individual programs and correctly document data in specific project databases. • Complete and accurately document Adverse Events and Product Quality Complaints as per client and federal guidelines. • Exhibit effective communication and tele-management skills. • Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed. • Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed. • Adhere to all company policies and Standard Operating Procedures. • Possess effective organizational skills, including working on multiple projects simultaneously. • Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).

• Serve as the primary point of contact for patients entering the healthcare system. • Coordinate the end-to-end registration process, including gathering demographic information and obtaining necessary consent forms. • Manage high-volume appointment scheduling across multiple clinical departments, ensuring adherence to provider-specific protocols. • Perform real-time insurance eligibility checks, obtain prior authorizations, and communicate estimated out-of-pocket costs to patients. • Assist patients in understanding their financial responsibilities and facilitate Point-of-Service (POS) collections. • Maintain the accuracy of the Electronic Health Record (EHR) by identifying and merging duplicate records and updating insurance coverage. • Act as a navigator, providing directions, prep instructions for procedures, and resolving scheduling conflicts with empathy.

• Supporting call center operations, admissions, CRM/EMR data, and insurance pre‑admission processes • Managing outbound calling and marketing campaigns • Maintaining CRM database and prescreening tools • Coordinating client intake logistics • Engaging with clients, families, and referral sources • Supporting billing processes and financial coordination • Monitoring calls, social media, and SEO feeds • Assisting with internal and external marketing coordination • Handling emergency situations and maintaining compliance standards

• Lead, mentor, and manage the call center team to achieve individual and team performance goals. • Develop and implement effective call center strategies and processes to enhance customer satisfaction and operational efficiency. • Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement necessary changes. • Conduct regular training sessions to improve agent skills and ensure adherence to company policies and best practices. • Collaborate with management to forecast call center needs and optimize staffing levels. • Address escalated customer issues and provide solutions in a timely manner. • Promote a positive and engaging work environment that fosters team collaboration and morale.