• Screen and coordinate patient admissions and transfers from hospitals and clinics • Use clinical decision-making and approved criteria to ensure the proper level of care • Collaborate with intake teams, physicians, nursing staff, and hospital departments to facilitate timely and appropriate placements • Monitor patient flow, track delays, and help improve access processes for better outcomes • Serve as a key liaison between facilities, patients, families, and providers — ensuring compassionate and efficient service • Navigating referrals submission to final acceptance in critical time (45 minutes) • Ensure compliance with EMTALA, Lifepoint Health policies, and quality standards. • Demonstrates strong clinical judgment, critical thinking, and the ability to multitask in a high-volume setting typing 30-40 wpm

• Documenting real-time patient encounters during virtual or recorded consultations using Electronic Medical Records (EMRs) such as Epic, AthenaNet/AthenaHealth, Cerner, or NextGen • Accurately capturing patient histories, physical exam findings, diagnostic impressions, treatment plans, and follow-up instructions • Updating and maintaining charts, medication lists, allergies, and problem lists • Assisting with administrative tasks such as templating notes and handling visit summaries • Reviewing prior records to provide context for current visits • Maintaining communication with providers for clarification and accuracy of documentation • Ensuring all documentation is HIPAA-compliant and meets clinical and legal standards • Demonstrating strong attention to detail and discretion in handling sensitive patient data

• Managing inbound calls from and outbound calls to patients, providers, and healthcare insurance companies regarding inquiries, appointments, and data verification • Maintaining great phone etiquette • Helping with denials and follow-ups. • Correcting denial claims and resubmitting claims • Submitting electronic and paper claims to primary, secondary, and third-party insurance companies. • Recording and verifying explanation of benefits • Providing administrative support that includes: a) data entry and b) verifying insurance, follow-ups, and authorizations, and c) following up on and conducting collections as to outstanding balances and receivables

• Act as first line of contact for patient inquiries across platforms—EHR, secure chat, phone, and messaging • Respond to inbound patient messages and communications promptly and empathetically • Educate patients about telehealth services, clinical trials, and specialty care options • Guide patients through platform usage, study protocols, and care processes with clarity • Handle scheduling, appointment coordination, prescription management, and follow-ups • Address patient concerns with personalized, compassionate solutions and active listening • Provide clear communication about study details, requirements, and next steps • Ensure patient-related inquiries are handled in timely manner through clinical team collaboration • Set and maintain high expectations for family care standards and patient experience • Conduct initial outreach to patients interested in clinical trials or specialty care services • Administer secondary pre-screener questionnaires and qualification assessments • Guide patients through onboarding process, explaining services, requirements, and addressing questions • Work closely with clinical teams and external providers to coordinate diagnostic testing, imaging, and referrals • Manage prior authorizations, insurance coordination, and healthcare system navigation • Track patient progress across the care journey ensuring continuity of care • Send appointment reminders, follow-ups, and medication/treatment adherence communications • Guide families through complexities of healthcare system providing support at every step • Serve as patient advocate offering encouragement and assistance during challenging moments • Manage the family care pipeline closely with clinical teams for seamless experience • Flag care gaps, systemic barriers, and financial obstacles to appropriate teams • Accurately log patient interactions, details, and progress in CRM and EHR systems • Serve as Medical Scribe documenting patient encounters and physician notes in EMR • Maintain HIPAA-compliant documentation and confidential patient records • Ensure timely and precise medical documentation supporting high-quality patient care • Handle sensitive patient information with strict confidentiality protocols • Maintain accurate records ensuring compliance with HIPAA and regulatory standards • Track patient data systematically for reporting and care coordination purposes • Collaborate with operations, recruitment, clinical, product, and documentation teams • Act as liaison fostering collaboration across departments to advance organizational mission • Provide valuable insights and feedback to improve processes and enhance patient experience • Document patient feedback contributing to workflow enhancements and service improvements • Participate in team meetings and continuous process improvement efforts • Stay up-to-date on new products, features, and best practices in telehealth and specialty care • Use and create automations to create operational leverage and reduce manual tasks • Escalate complex cases to higher-level support when necessary with detailed context