• Answer incoming crisis and emotional support calls from individuals in need • Provide compassionate, non-judgmental listening and emotional support • Assess caller needs and follow established crisis intervention protocols • Accurately document call interactions in the organization's call management system • Maintain strict confidentiality and professionalism • Meet quality and performance standards related to crisis line operations • Participate in required training, coaching, and staff meetings as scheduled • Collaborate with supervisors and team members to ensure continuity of care and service excellence • Support the organization's mission of suicide prevention and emotional support

• Be the voice of Tin Can across email, SMS, Instagram DMs, and the occasional phone call from a curious grandparent • Help customers with orders, activation, billing questions, and technical troubleshooting with patience and clarity • Keep our SLAs healthy and help maintain queue coverage during periods of increased volume • Follow established workflows and escalate issues when needed • Spot recurring questions and share feedback with the team • Contribute to documentation and knowledge sharing to help create clarity for customers and teammates • Make it personal: whether you're troubleshooting a tricky setup or hearing about a kid's first solo call, you're helping create experiences families remember

• Assist healthcare providers to ensure orders are completed accurately and processed promptly. • Support healthcare providers and insurance customers with special requirements, including authorizations, physician fees, and report delivery. • Maintain high quality customer interactions by asking effective questions, securing provider cooperation, professionally advocating for timely completion. • Respond to inbound calls, emails, and priority messages from insurance carriers, healthcare providers, customers, and advisors. • Review and validate orders to ensure all required documentation, authorizations, and payment details are complete for timely report production. • Conduct follow-up communications to obtain updates, identify delays, and engage with records release personnel to expedite report delivery. • Accurately document all customer, facility, and call details, including contact names and outcomes. • Adhere to Standard Operating Procedures (SOPs) to ensure compliance with insurance carriers, healthcare providers, and physicians. • Additional duties as assigned

• Provide effective customer service to patients and other medical facilities • Resolve customer complaints and concerns • Manage 65-80 inbound and outbound calls per day • Contact patients about their balances and offer financial assistance options • Utilize Epic efficiently to respond to patient questions and needs • Maintain effective communication within and across departments