• Provide a monthly care management conversation through outbound phone calls to assigned patients to address their healthcare needs. • Communicate resources and services available to patients through the continuum of care. • Identify patient-specific problems, goals, and interventions designed to meet the patient’s individual needs through action-oriented and time-specific goals. • Maintain chart compliance and proper documentation, including but not limited to medical history, medication, immunizations, allergies, surgical history, and family history. • Demonstrate awareness of a patient’s circumstances that may necessitate revisions to care plans, goals, and preferences while being aware of barriers to care and services. • Provide appropriate health education. • Escalate patient concerns to the triage nurse team. Performance Metrics Maintaining proper utilization. Achieving a scheduled call percentage. Quality Scores. Working the scheduled hours and maintaining proper attendance.

• Inbound call management and patient engagement. • Responding promptly to all incoming patient inquiries via phone, email, or live chat. • Outbound calls to patients as needed. • Assist in triaging a patient’s clinical issues and connecting patients with a member of the Triage Nurse team promptly. • Review and handle other patient-centered ancillary tasks such as reviewing and transcribing medical records, addressing and sourcing additional patient resources, and resolving urgent patient account matters. • Support the Provider Relations Specialists team as needed with patient and provider communication. • Assist the Triage Nurse team and Pharmacy Technicians in obtaining the necessary information for triage assistance and medication refills. • Obtain and send record requests via fax, ensuring accuracy and efficiency. • Timeliness in answering incoming calls and additional patient inquiries via email or live chat (team and individual evaluation).

• Provide a monthly care management conversation through outbound phone calls to assigned patients to address their healthcare needs. • Communicate resources and services available to patients through the continuum of care. • Identify patient-specific problems, goals, and interventions designed to meet the patient’s individual needs through action-oriented and time-specific goals. • Maintain chart compliance and proper documentation, including but not limited to medical history, medication, immunizations, allergies, surgical history, and family history. • Demonstrate awareness of a patient’s circumstances that may necessitate revisions to care plans, goals, and preferences while being aware of barriers to care and services. • Provide appropriate health education. • Escalate patient concerns to the triage nurse team. • Performance Metrics Maintaining proper utilization. Achieving a scheduled call percentage. Quality Scores. Working the scheduled hours and maintaining proper attendance.

• Provide a monthly care management conversation through outbound phone calls to assigned patients to address their healthcare needs. • Communicate resources and services available to patients through the continuum of care. • Identify patient-specific problems, goals, and interventions designed to meet the patient’s individual needs through action-oriented and time-specific goals. • Maintain chart compliance and proper documentation, including but not limited to medical history, medication, immunizations, allergies, surgical history, and family history. • Demonstrate awareness of a patient’s circumstances that may necessitate revisions to care plans, goals, and preferences while being aware of barriers to care and services. • Provide appropriate health education. • Escalate patient concerns to the triage nurse team. • Performance Metrics Maintaining proper utilization. • Achieving a scheduled call percentage. • Quality Scores. • Working the scheduled hours and maintaining proper attendance.