• Provide medical support and treatment advice to patients via telehealth, and use NorthStar Care’s mobile app to coordinate care. • Create and adjust personalized treatment plans for each patient using genetic and diagnostic testing. • Track, manage and update patients’ medical records. • Identify diagnostic errors and communicate with clinical teams to correct any problems. • Work with the team to continually enhance and innovate new ways to provide virtual care. • Attend virtual meetings, and participate in company research and publications. • Provide clinical training to new team members, and create learning modules for them.

• Conduct thorough medical assessments and collaborate with a multidisciplinary team to develop and implement treatment plans. • Provide ongoing management of treatment, ensuring that patients receive appropriate medications and supportive therapies. • Monitor patients' progress and modify treatment plans as necessary to achieve optimal outcomes. • Maintain clear and accurate electronic health records in compliance with NorthStar Care protocols and standards. • Participate in regular team meetings to discuss patient care and treatment protocols. • Remain accessible for consultation and support via telehealth and other communication channels.

**Position Summary:** The Navigator provides case management services to patients enrolled at NorthStar Care. This person is the initial point of contact for the patients. The Navigator builds strong relationships with NorthStar Care patients to help them stay engaged in medical care and treatment. Navigators are committed to removing the patient’s barriers to care by identifying critical resources for patients, helping them navigate through healthcare services and systems, and promoting patient treatment. They work closely with the Care Team, which may include doctors, nurses, and other clinical staff to support positive patient healthcare treatment. Responsibilities - Establishes close relationships with and serves as a point of contact for patients during initial onboarding and orientation. Plus, monthly engagements to continue to help with navigating their NorthStar Care treatment. - Assist with registering patients to the patient portal sites and facilitate patient consent forms for treatment. - Coordinate medical appointments with Care Team. - Communicate with Care Team members (primary care physicians, nursing staff, peer guides and other health care providers) to facilitate patient care. - Order patient treatment supplies for home delivery. - Identify resources for patients to overcome barriers to support treatment. - Remain aware of current services and education offered by NorthStar Care providers. - Maintain strict confidentiality in accordance with NorthStar Care policies. - Meet with Care Team (including, but not limited to, Care Coordinator and primary care provider) to discuss client care issues and needs during treatment. - Maintain documentation of all patient encounters and complete reporting requirements according to organization standards - Track patient information, schedules, files, faxes, and forms in a confidential manner - Track patient attendance at medical appointments and patient navigation sessions and initiate outreach and missed appointment procedures, as necessary

• Monitor Customer Support chats and e-mails to ensure compliance with all standard policies and procedures; • Document and offer feedback according to the given standards of QA team; • Collaborate with the support team to establish best practices and set measurable performance goals; • Create, compile, and present regular reports on key customer support quality metrics; • Develop detailed reports on agent performance, customer feedback, and overall quality trends; • Determine areas of improvement on each observed conversation with a detailed explanation and a further action plan; • Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Support contact center; • Identify and participate in the design and improvements of the monitoring process; • Collaborate with other Customer Support professionals to improve overall customer service.