• 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.

• Manage inbound calls from customers regarding account inquiries, transactions, and fraud concerns. • Identify and respond to potential fraud using training, account data, and internal tools; escalate complex cases as needed. • Process fraud claims and disputes per client guidelines. • Clearly explain account issues and resolutions, ensuring a professional, empathetic, and confidential approach. • Conduct investigations with accuracy and care, documenting all actions and conversations in the case management system. • Support team operations with other duties and tasks as assigned.