• Serve as a primary point of contact for member inquiries through phone, chat, and other communication channels. • Support complex scheduling and care coordination workflows, including clinical services, specialty services, follow-up needs, and escalated member concerns. • Triage urgent requests, important flags, and high-touch member concerns using established workflows and escalation protocols. • Build trust with members through empathetic communication, clear follow-through, and thoughtful problem solving. • Work closely with clinical providers, operations teams, and external partners to support seamless and safe care delivery. • Accurately document member interactions in accordance with HIPAA and internal policies. • Identify recurring member pain points, workflow gaps, or opportunities for simplification and share insights with leadership. • Participate in team training, huddles, and performance reviews while staying current on workflow, policy, and product updates.

• Ensure appropriate appointments and follow-up appointments in the clinic following referral requests/visits. • Ensure documentation from specialists/offices is obtained, filed in the chart and forwarded to companies/payers as appropriate. • Perform patient registration tasks and procedures as requested as well as assist in the clinical area as trained and requested. • Initiate all referral requests within 24-48 hours on business days. • Return all calls promptly generally within the same day. • Document all stages of the referral process within the EMR program (Athena) and communicate to the appropriate people regarding injury cases. • Coordinate and schedule specialty exams within the clinic as necessary. • Obtain and/or document approvals from Third-Party Payers for payment for services as directed or indicated via protocols. • Answer phone calls and act as a liaison between companies, patients, attorneys and work comp insurance companies. • Request any missing documentation from providers, once received and signed off by the medical director, scan appropriate information into the EMR program (Athena). • Resolves pre-certification, registration and case-related concerns prior to a patient's appointment. • Gather pertinent information from insurance carriers, financial counselors, and other ancillary staff to make certain the patient is not financially obligated for services provided. • Use the EHR (Athena) to monitor referral orders and document all referral activities in the EHR. • Complete prior authorizations when needed. • Complete appropriate referral forms. • Consult with providers regarding specific diagnosis information, as it relates to the referral. • Comply with federal, state and local regulations regarding patient confidentiality and HIPAA. • Ensure that the patient's primary care chart is up to date with information on specialist consults, hospitalizations, ER visits and community organization related to their health. • Perform other job-related duties, as may be assigned.

• Assist in the coordination of shipping and receiving of products. • Prepare and maintain accurate shipping and receiving documentation. • Update and maintain records in our database. • Communicate with suppliers, freight forwarders, and other departments via phone and email to facilitate timely deliveries and resolve any issues. • Monitor shipments to ensure timely delivery and identify causes of delays as necessary. • Utilize logistics management software and tools to track shipments and delivery schedules. • Provide support for logistical planning and implementation to improve operational efficiency. • Familiarize yourself with customer and supplier preferences. • Support special projects and reports as requested by management.

• Deliver virtual primary care visits via video and other telehealth modalities • Evaluate, diagnose, and treat a broad range of adult acute and chronic conditions • Order and interpret labs, imaging, and other diagnostic tests • Prescribe medications and manage ongoing treatment plans • Provide patient education and clinical guidance • Coordinate care with specialists, care coordinators, and external providers as needed • Support patients across the continuum of care, from initial consultation through follow-up • Document accurately and efficiently in Athena EMR and internal systems • Adhere to all telehealth regulations, prescribing guidelines, and state-specific requirements • Escalate care appropriately based on clinical need