Role Description The Call Center Representative (Service Center Liaison) is tasked with delivering superior care for our clients and referring veterinarians while developing relationships with the hospital teams. In joining this team you will be part of Ethos’ mission to provide unsurpassed veterinary health care to patients. Starting compensation for this position is based on experience and ranges between $17 - $20hr. - Provides superior service to clients and referring veterinarians through inbound and outbound calls - Acts as the primary point of contact for the hospitals and ensures all client and referring veterinarians’ needs are met in a professional and empathetic manner - Acts as the frontline for all emergency calls exercising a calm and compassionate demeanor - Books client appointments with accuracy and efficiency - Accurately interprets Ethos protocols to provide solutions to resolve all client and referring veterinarians’ inquiries - Processes emails, transfers medical records, and other administrative tasks Qualifications - High School Diploma or equivalent - Minimum 2 years of Veterinarian Client Care or Tech experience - Knowledge of Word, Excel, and Outlook is sufficient to perform all routine tasks including email, document preparation, and worksheet preparation - Able to work Evening shift within a 24/7-365 a year service center Requirements - A team player with proven experience to deliver an outstanding service within a high-volume environment (up to 80 calls per shift) - Excellent interpersonal skills and an ability to deal with emotionally charged client scenarios, sometimes in critical patient situations - A solid track record of exceeding productivity and quality goals - Strong communication skills, both written and oral - Good judgment and problem-solving skills Company Description Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, competence, merit, and business need.

• Answer incoming calls promptly and professionally, addressing member or provider inquiries, and make outbound calls as needed. • Ability to remain calm and professional in high-pressure situations. • Accurately document all interactions in the system, ensuring records are updated and complete. • Maintain confidentiality and comply with HIPAA and other healthcare regulations. • Escalate complex issues to supervisors or appropriate departments when necessary. • Meet or exceed performance metrics including adhering to standardized call scripting and quality guidelines, call handle time, customer satisfaction and adhere to a daily work, lunch and break schedule.

Role Description The Outpatient Lab Coder will be responsible for advanced coding position that requires review of medical record documentation and accurately assigns ICD-10-CM, ICD-10 PCS, CPT IV codes, as well as assignment of the Medicare Severity Diagnosis Related Group (MS-DRG) / All Patient Refined - Diagnosis Related Group (APR-DRG) based on payor classification and abstracts specific data elements for each case in compliance with federal regulations. This position codes all types of inpatient and outpatient records and follows the Official Guidelines of Coding and Reporting, the American Health Information Management Association (AHIMA) Coding Ethics, as well as all American Hospital Association (AHA) Coding Clinics, CMS directives and bulletins, Fiscal intermediary communications. Qualifications - Minimum Education: High School Diploma/GED Required - Required Certifications: Coding Certification Required - RHIT/RHIA/CCS/CIC/CPC - Must be able to read, write and speak the English language in an understandable manner. - Must function independently, have flexibility, personal integrity, and the ability to work effectively with co-workers, and personnel of other departments. - Must have computational skills and knowledge of computer. - Extensive knowledge of medical terminology - Data entry skills - Problem-solving skills - Attention to detail Requirements - Reviews medical record documentation and accurately assigns appropriate ICD-10 diagnoses and procedure codes, leading to the assignment of the correct Medicare Severity-Diagnosis Related Group (MS-DRG) or All Patient Refined Diagnosis Related Group (APR-DRG). - Correctly abstract required data per facility specifications. - Responsible to assist with writing appeals for Diagnosis Related Group (DRG) denials in order to support the assigned Diagnosis Related Group (DRG) and to address the clinical documentation utilized in the decision-making process to support the validity of the assigned codes. - Responsible for monitoring and working of accounts that are Discharged Not Final Billed, failed claims, stop bills, and as a team, ensure timely, compliant processing of inpatient/outpatient accounts through the billing system. - Collaborates with coding team and members of the medical staff to ensure completeness of documentation in the charts so that appropriate codes, and ultimately the correct Diagnosis Related Group (DRG), may be assigned. - Responsible for ensuring accuracy and maintaining established quality, productivity standards, and key performance indicators. - Remain abreast of current Centers for Medicare and Medicaid Services (CMS) requirements as well as Correct Coding Initiative (CCI) edits, Hospital Acquired Conditions (HAC's) and when applicable, National Coverage Determinations (NCDs) and Local Coverage Determinations (LCDs), including the addition of appropriate modifiers to ensure a clean claim the first time through. - Other related duties as assigned. Benefits

Role Description Baptist Health is looking for a Transfer Center Triage Nurse to join our team! This is a remote position that requires residency in KY or IN. The Nurse Call Center Registered Nurse implements professional nursing practice centered on the patient/care giver as a whole person focusing on healing and wellness. Provides interventions for nurse triage, facilitates patient transfers from inside and outside the organization, bed placement and other telephonic nursing functions within the transfer center as needed. Demonstrates commitment to the quality, philosophy, and values of Baptist Health by maintaining established policies and procedures, organizational objectives, process improvement, and safety standards. Hours: 8pm-8:30 am, 36 hours per week, and every third weekend. Rotating holidays. Essential Duties: - Provides telephonic nursing care by assessing patient/caller needs for nurse triage, tele-monitoring, service referrals, bed placement, and transfers. - Coordinates issue resolution and care plan for patients’ needs according to department and health system procedures. - Implements appropriate care advice according to protocols/guideline(s). - Uses critical thinking to practice objective rather than subjective modes of reasoning and action. - Ensures positive customer relations and interactions. Supports and delivers quality care by soliciting feedback from customers and takes actions to correct issues. - Effectively adjusts to changes in work processes and environment and alters behavior to align with evolving situations. - Demonstrates appropriate documentation of all calls based on department guidelines. - Handles sensitive or protected information/materials in a HIPAA compliant manner. - Completes reporting and documentation to support nurse call center operations. Qualifications - Associate degree in nursing from an accredited nursing program is required. - Bachelor’s degree in nursing preferred. - Minimum of five years nursing experience. - Current Kentucky or Indiana RN licensure. Illinois licensed required within 1 year of hire. Company Description Baptist Health is an Equal Employment Opportunity employer.