• Assist families with selecting cruise itineraries and accommodations • Coordinate reservations, confirmations, and planning timelines • Provide organized family-focused planning guidance • Manage documentation, payment processing, and records • Maintain clear, supportive, and professional communication

• Work closely with ABA / behavioral health providers and their billing teams to collect accurate patient information and communicate authorization decisions • Work with insurers to verify patient eligibility and benefits, and expediently complete prior authorizations using insurance portals or calling insurers directly. Ensure authorization is approved in a timeline manner by following up with insurers and providing additional information • Be responsible for handling multiple prior authorizations simultaneously and create process to ensure top of the line performance • Understand ABA- and other behavioral health-specific workflows, including creating treatment plans, re-authorization • Become a subject matter expert in behavioral health prior authorization workflows for large insurers • Work closely with Silna Product/Engineering teams to share learnings about the prior authorization process to help automate parts of it • Communicate effectively across multiple stakeholders • Be willing to work 40 hours per week

• Deliver professional customer service in-person, via phone, or email. • Assist clients in planning seamless experiences. • Prepare and manage client itineraries and needs. • Maintain meticulous records in line with government regulations and company policies. • Organize and manage files effectively.

• Exemplify our Core Values and Mission Statement to live out our culture. • Foster teamwork by collaborating with and helping teammates with a positive and professional attitude. • Surprising & delighting each client. • Innovation on how we can be doing this more often and more consistently. • No one falls through the cracks! • Responding to client requests and questions as directed • Applying for payments & sending out payment reminders • Managing flight changes & seat assignments • Concierge-related details for clients, such as spa, touring, dinner reservations • Corresponding with clients on preferences, assisting with arranging surprises & welcome notes; notifying hotels of client preferences no later than 1 week prior to departure • Preparing client documents & travel tips, either electronically or hard copies advising of what should be printed, etc. no later than 3 weeks before departure • As needed, assisting with distributing information to and coordinating internal and/ or team needs • Updating daily activity, reporting, and status in cloud-based CRMs • Set schedules and manage time effectively and efficiently • Managing client profiles & bookings • Serving as backup travel support/main point of contact as needed in case of emergencies (can occur outside of normal office hours) • Continue to grow in savvy and proficiency to implement tools to heighten our remote workplace culture