• Serve as primary clinical contact for patients throughout their episode of care, providing guidance and support from initial engagement through recovery and program graduation. • Respond to patient concerns or symptoms that arise outside of normal provider office hours. • Provide clinical triage and guidance, including: Self-care instructions, Urgent care referral, Escalation to on-call physicians or clinical teams • Offer reassurance and coaching to patients experiencing symptoms or uncertainty overnight • Conduct proactive outreach calls to monitor patient progress and ensure adherence to care plans. • Provide coaching, education, and support to patients and families navigating complex healthcare systems. • Act as a consistent point of contact to help patients avoid unnecessary emergency department visits or hospital readmissions. • Conduct structured post-discharge follow-up and monitoring to identify early signs of complications. • Ensure patients complete timely follow-up appointments with primary care providers and specialists. • Address medication adherence issues. • Escalate clinical concerns to physicians or care teams when early warning signs are identified. • Document all patient interactions, risk factors, and interventions within the care management platform. • Coordinate closely with physicians, discharge planners, case managers, and other healthcare providers to ensure continuity of care. • Facilitate access to services such as home health, rehabilitation, transportation, and durable medical equipment. • Connect patients with community resources and support services when needed.

• Schedule and coordinate service appointments and dispatch technicians to client sites. • Track and manage work orders, ensuring timely completion and adherence to service standards. • Communicate with customers to provide updates on service requests, estimated arrival times, and status updates. • Document service activities and maintain detailed records in the service management system. • Support field technicians by providing information on job requirements, customer preferences, and technical notes. • Assist the Service Manager in tracking technician availability, skill levels, and certifications to ensure appropriate assignments. • Handle customer inquiries and escalate any issues to the Service Manager as needed. • Perform other job-related duties as assigned.

• The Admissions Coordinator is the main point of contact for families and clients. • Supports the administration of the entire admission process. • Screens applicants by acquiring relevant information and articulating all aspects of the program and its requirements. • Answers phone calls and provides information about NRT’s programs and services. • Learns and maintains knowledge of RTC, HIOP, IOP, OP and Detox admission criteria. • Enters admissions and referral data into the CRM. • Maintains consistent communication with Admissions leadership concerning the admission strategy. • Conducts client transports if needed. • Facilitates complex admissions involving multiple individuals. • Assesses the clinical & financial qualification of clients for appropriate admission. • Coordinates private-pay and/or insurance financial arrangements for treatment including verification of benefits, identification of financial guarantor, and payment arrangements. • Collects and/or coordinates logistics of payment collection. • Internal communication with the Medical/Clinical team to ensure prospective client(s) meet appropriate admissions criteria and gain approval. • Coordinates with Marketing/Outreach to expedite referrals to/from the facility. • Facilitates pre-admission communications with client, family members, referents. • Conducts pre-admission assessments. • Responds to all telephone inquiries regarding admission made to the facility within 30 minutes of a missed call. • Ensures admissions to the facility occurs in a timely and seamless manner. • Ensures client, family, and referent satisfaction with the Admissions process. • Assists with Alumni communication, and in the collection of post-treatment program outcomes data. • Maintains strict client confidentiality, HIPAA compliance. • Adheres to Joint Commission and all State and Federal regulations.

• Submit initial and continued stay authorization requests to insurance payors. • Track authorization approvals, denials, and expiration dates. • Maintain accurate and timely documentation in the electronic health record. • Communicate authorization status to clinical and administrative staff. • Assist with gathering clinical information for utilization reviews and audits. • Follow up with insurance companies to ensure timely determinations. • Support peer-to-peer reviews by coordinating required documentation and scheduling. • Identify potential authorization issues and escalate to the Utilization Review Manager as needed. • Ensure compliance with payor requirements, timelines, and internal policies. • Assist with data tracking and reporting related to utilization and denials. • Other duties as assigned.