• 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

• Own the full lifecycle of provider credentialing and payer contracting • Maintain credentialing files • Prepare and track credentialing and re-credentialing applications • Review and negotiate payer contracts • Resolve enrollment and contracting discrepancies • Provide limited support to billing tasks • Ensure providers stay fully credentialed and payer contracts remain compliant

• Identify all medical providers involved in a client’s treatment beyond the initially submitted facility. • Research billing providers and related entities using provider portals, historical requests, and direct outreach. • Accurately document and add all identified providers into internal admin systems. • Review incoming Release of Information (ROI) forms and correct missing or incorrect information. • Create clean, accurate base forms prior to generating submission packets. • Perform detailed QA checks to ensure provider-specific compliance and completeness. • Assign requests to appropriate records team members based on workload and utilization. • Ensure smooth handoff to downstream teams with clear and complete documentation. • Identify non-standard provider requirements and escalate issues appropriately. • Resolve conflicting or missing information through coordination with law firm case managers and internal teams.

• Create high-quality, on-brand social media graphics optimized for LinkedIn, Instagram, and Facebook • Ensure consistency in typography, color, layout, and visual hierarchy across all assets • Export and resize assets according to platform-specific requirements and specifications • Build and maintain reusable templates, component libraries, and design systems • Support the migration and standardization of design assets within Figma • Edit short-form video content using Premiere Pro or DaVinci Resolve • Support long-form video production as needed • Create and animate motion graphics using After Effects or similar tools • Optimize visual assets for web performance, including compression and formatting • Collaborate with the Creative Content Associate on multimedia projects • Review Multimedia Design interns’ work against brand guidelines • Provide clear, actionable feedback to improve output quality • Step in to revise or rework assets when necessary to meet standards