• Lead retention conversations with plan sponsors, advisors, and administrators who have expressed intent to cancel, working to understand the underlying concerns and identify solutions that preserve the relationship with Human Interest while reinforcing the value of Human Interest’s platform and services. • Apply objection-handling, value re-anchoring, retention strategies and pricing levers within defined approval thresholds to secure saves and maintain profitability, managing each case from first contact through resolution. • Execute targeted outreach to customers identified as at-risk by HI's churn model, intervening before cancellation intent is formally expressed. • Identify underlying drivers of churn and collaborate with internal teams including Product, Operations, Compliance, and Support to implement process improvements and platform enhancements that strengthen the customer experience and reduce future churn. • Partner with Customer Account Managers on high-value and relationship-sensitive cases, contributing retention expertise while maintaining case ownership through resolution. • Document customer interactions, save activities, and outcomes in Salesforce to support accurate retention reporting and ongoing strategy development. • Surface recurring patterns in cancellation drivers to the relevant internal teams with structured data to inform systemic improvements. • Other duties as assigned.

Role Description The Intake Specialist supports the full intake cycle for prospective ABA therapy clients, serving as a key point of contact for families, referring providers, and internal departments throughout enrollment. Working under the direction of the Lead Intake Specialist, this role is responsible for capturing and processing new referrals, verifying insurance eligibility, coordinating initial documentation, and supporting authorization workflows to move families from referral to active service as efficiently as possible. The ideal candidate is organized, compassionate, detail-oriented, and comfortable navigating healthcare insurance processes in a high-volume, regulated environment. Qualifications - High school diploma or equivalent required; Associate's or Bachelor's degree in Healthcare Administration, Human Services, Business, or a related field preferred - Minimum 1–2 years of experience in a healthcare intake, patient access, insurance coordination, or administrative support role - Working knowledge of health insurance terminology, including prior authorizations, eligibility verification, EOBs, and Medicaid managed care - Strong organizational skills with the ability to manage multiple active cases simultaneously without sacrificing accuracy - Excellent written and verbal communication skills, with demonstrated ability to communicate sensitively with families navigating healthcare systems - Proficiency in Microsoft Office Suite and/or Google Workspace; comfort learning new intake and tracking systems quickly - Strict adherence to HIPAA regulations and confidentiality standards in all aspects of the role Requirements - Experience in an ABA therapy, behavioral health, or pediatric healthcare intake or patient access environment (preferred) - Familiarity with New York State Medicaid managed care plans, commercial payer prior authorization portals, and ABA-specific authorization requirements (preferred) - Bilingual in English and Spanish — strongly preferred - Experience using electronic health record (EHR) systems, CRM platforms, or intake management software (preferred) - Demonstrated ability to work within structured, process-driven environments with defined performance metrics and turnaround standards (preferred) Benefits - Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth. - Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field. - Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward. - Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards. - Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment. - Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.

• Handle incoming calls from policyholders returning a call from our outbound efforts and working to understand their needs to explore retention options. • Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions. • Assess individual policyholder situations and recommend appropriate coverage adjustments. • Demonstrate clear, empathetic, and professional communication by actively listening to policyholder concerns and explaining policy options and solutions in simple, easy-to-understand language. • Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems. • Stay current on life insurance products, policy features, and company procedures to provide accurate information. • Adapt communication style to meet individual customer needs, ensuring all the information provided is accurate and complete. • Meet or exceed established contact center key performance indicators (KPIs) including call volume targets, retention rate goals, and attendance expectations.

• Act as an expert clinical resource for complex diabetes management scenarios requiring advanced judgment and intervention. • Deliver advanced, personalized clinical education and training via phone and virtual platforms. • Manage clinical retention quotas assigned for a defined geographic region. • Conduct high-impact inbound and outbound interactions to assess satisfaction, reinforce product value, and remove barriers to continued use. • Build and maintain strong working relationships with healthcare providers.