Role Description As a Client Care Coordinator, you own the relationship. Not the case. Not the answers. The relationship. Your job is to be the person clients can actually reach — the named contact who checks in, listens, and makes sure no one feels forgotten. You connect clients to the right internal resources, follow up until they are helped, and close every case relationship with the same care you opened it with. Key Responsibilities - Own a caseload of 80–100 active client files as each client's named point of contact. - Conduct a Welcome Call within 48 hours of every new client signing — introduce yourself, set expectations, and make them feel like they chose the right firm. - Make proactive outreach every 2–3 months to every assigned client — not because something happened, but because that is the standard here. - Listen at every touchpoint — when a client shares something, find the right internal resource, personally make that connection, and follow up until they are helped. - Brief the case team when a client enters pending status — communicate personality, communication preferences, language needs, and any sensitivities. - Conduct the Closing Call at case resolution — honor what the client went through and close the relationship with care. - Document every client interaction in our case management system within 24 hours — no exceptions. - Flag distressed, disengaged, or confused clients to your Senior Client Care Coordinator immediately — do not wait and see. Qualifications - Fully bilingual in English and Spanish — written and verbal (required) - Strong interpersonal and communication skills - Highly organized with the ability to manage a large, active caseload - Experience in client-facing roles, preferably in legal or immigration - Familiarity with Filevine and Hona is a plus — or a genuine readiness to learn both quickly - Ability to work in a fast-paced, high-volume environment without losing the human touch Benefits - Be part of a mission-driven immigration law firm making a meaningful impact on clients' lives - Work in a collaborative, supportive environment where your contributions are recognized - Grow your career in the legal field alongside a team committed to excellence and compassion Equal Opportunity Employer Statement Rivas & Associates is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

• Act as the primary point of contact for patients and caregivers, providing clear and compassionate education on the disease state, therapy options, access pathways, and available support services to empower them throughout their treatment journey. • Compliantly oversee and streamline access coordination, including affordability program enrollment, benefit verifications, prior authorization process, and site-of-care logistics, while ensuring timely therapy initiation and adherence. Proactively address challenges to simplify the process and provide comprehensive support. • Deliver personalized patient care, conduct in-depth engagements to identify individual needs, develop tailored education and resource plans. Provide hands-on logistical assistance, including in-person support at treatment centers when necessary. • Collaborate extensively with internal teams (Sales, Field Reimbursement, Advocacy, Marketing, etc.) to enhance patient experience, address access challenges, and align program operations with organizational goals. Handle escalated issues promptly to maintain a consistent, high-quality patient experience. • Coordinate with external stakeholders (care coordinator, office staff, infusion site, etc.) to identify, anticipate and address patient access challenges. Ensure patients and their healthcare team have the necessary resources and education to effectively navigate access to therapy. • Monitor market trends, payer landscapes, and regulatory shifts to anticipate challenges, adjust strategies, and communicate updates to patients, caregivers, healthcare teams, and internal teams. • Build strong networks through advocacy group involvement, rare disease-related events, and national conference attendance. • Maintain a deep understanding of patient and community needs, available resources, and national access dynamics to support patients effectively at the regional level with tailored education and assistance. • Adhere to legal and regulatory standards (HIPAA, FDA, OIG), maintain awareness of compliance policies, and accurately record and report adverse events and product complaints.

• Lead the journey from contract execution through successful, sustainable go-live • Drive go-live success metrics, ensuring implementations meet operational goals • Use data proactively to identify at-risk engagements and realign resources • Serve as a senior advisor during complex implementations, influencing product and operations roadmaps • Build and lead a high-performing delivery organization with a culture of customer obsession and continuous improvement • Champion investments in transformation and configuration methodologies to reduce variability • Partner with product and technology teams to embed AI-driven insights into the onboarding experience • Ensure post-live engagement is proactive, monitoring adoption signals and identifying performance gaps • Translate delivery insights into scalable best practices and playbooks

• Coordinate training on classroom management and teaching techniques. • Provide guidance on organization policies and procedures. • Serve as a point of contact for new hires to answer questions and provide support. • Follow up with new hires to ensure they are fully integrated into the organization and meet their performance objectives. • Maintain accurate records of employee onboarding and training. • Develop and maintain positive relationships with employees, managers, and other stakeholders involved in the onboarding process.