Role Description Communicates in a clear, concise manner, orally and in writing, with customers to influence and negotiate to obtain immediate payment and resolve delinquent account balances. Manages & deescalates conflict when speaking to a customer. - Ability to manage up to and including later stage delinquent and complex account situations, utilizing professional knowledge and experience to determine appropriate approaches to achieve resolution. - Manages delinquencies from rolling to the next level. - Applies industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act to make appropriate collection decisions. - Demonstrates the ability to apply consistency in work processes. - Proficient use of multiple systems. - Executes & exhausts all skip tracing resources to reach a decision maker. - Appropriately applies all collection tools & payment options to resolve delinquency and minimize bad debt. - Appropriate documentation of accounts and follow-up. - Self-motivated, dependable and able to work productively in a dynamic, high energy, rapidly changing environment. - Competitive, persistent & assertive. - Engages in peer collaboration as it relates to sharing/implementing collection best practices. - Ability to work with minimal supervision. - Participates in special projects and performs additional duties as required. Qualifications - Bilingual-French/Spanish - Must pass a successful background investigation - High School Diploma with 1-2 years of experience in a related field - At least one year of transportation industry customer support experience. - Basic accounting and Skip Tracing knowledge - Analytical skills - Sound decision making/judgment - Ability to maintain confidentiality of customer and company information - Organized/Time Management ability - Ability to be productive while maintaining quality - Results-Oriented - Self-motivated - Effective oral and written communication skills - Working knowledge of Google Sheets Requirements - Working knowledge of FDCPA and any other applicable Federal laws - Basic accounting knowledge - Analytical skills - Sound decision making/judgment - Flexible/Adaptable to change - Detail Oriented - Proficient computer skills including Office and/or Google suite products. - Familiarity with AI and an eagerness to learn more. Benefits - Health, dental and vision insurances - Retirement savings plan - Paid time off - Health savings account - Flexible spending accounts - Life insurance - Disability insurance - Tuition reimbursement - Comprehensive and market competitive benefits designed to support personal and professional well-being

• Schedule patient appointments and send appointment reminders • Handle patient inquiries through phone, email, text, and telehealth platforms • Communicate professionally and compassionately with patients • Manage email and text communications, including sorting, responding, prioritizing, and sending newsletters • Coordinate with healthcare professionals to support smooth patient care • Manage and maintain patient records accurately in AthenaHealth • Support chronic disease management through follow-ups, patient tracking, and record updates • Assist with medical coding and documentation support • Compile medical research and prepare reports as needed • Prepare and organize reports, presentations, spreadsheets, and other documents • Process claims and verify patient insurance coverage • Support medical billing reconciliation • Assist with billing-related administrative tasks • Help ensure insurance and patient financial information is documented accurately • Manage telehealth platforms and virtual patient coordination • Support donor communications using provided templates • Assist with social media management, including content scheduling and account monitoring • Provide general administrative support as the clinic grows and operational needs evolve

• Perform comprehensive initial TOC visits. • Conduct a thorough post-discharge assessment of the patient's medical conditions, medications, functional status, and psychosocial needs. • Complete a full post-discharge medication reconciliation — including identifying duplicate, inappropriate, or contraindicated therapy and optimizing guideline-directed medical therapy. • Place appropriate orders (prescriptions, labs, imaging, referrals, home health, DME), provide disease-specific education, and communicate clear contingency plans and red flags for worsening symptoms. • Perform acute / virtual urgent-care TOC visits. • Independently assess, diagnose, and manage new or worsening symptoms in medically complex patients, determine the appropriate level of care, and escalate when needed — with a clear bias to action. • Manage the clinical trajectory across the 30-day window. • Reinforce and adjust each patient's plan of care in response to their evolving clinical picture, their priorities, and the barriers they face — including chronic disease management, symptom management, and timely changes to the medical regimen. • Participate in interdisciplinary TOC rounds to discuss patients at highest risk of readmission, and collaborate closely with RN case managers, care coordinators, social work case managers, pharmacy, and patients' PCPs and specialists. • Enhance team culture by facilitating safe, open communication across roles and supporting clear patient escalations. • Assist with clinical education of the broader team, participate in quality-improvement projects and pilots, and provide feedback to improve our EHR. • Embrace a build environment. As our service needs evolve, this role may expand to support new clinical and organizational initiatives.

• Perform comprehensive initial TOC visits. • Conduct a thorough post-discharge assessment of the patient's medical conditions, medications, functional status, and psychosocial needs. • Complete a full post-discharge medication reconciliation — including identifying duplicate, inappropriate, or contraindicated therapy and optimizing guideline-directed medical therapy. • Place appropriate orders (prescriptions, labs, imaging, referrals, home health, DME), provide disease-specific education, and communicate clear contingency plans and red flags for worsening symptoms. • Perform acute / virtual urgent-care TOC visits. • Independently assess, diagnose, and manage new or worsening symptoms in medically complex patients, determine the appropriate level of care, and escalate when needed — with a clear bias to action. • Manage the clinical trajectory across the 30-day window. • Reinforce and adjust each patient's plan of care in response to their evolving clinical picture, their priorities, and the barriers they face — including chronic disease management, symptom management, and timely changes to the medical regimen. • Participate in interdisciplinary TOC rounds to discuss patients at highest risk of readmission, and collaborate closely with RN case managers, care coordinators, social work case managers, pharmacy, and patients' PCPs and specialists. • Enhance team culture by facilitating safe, open communication across roles and supporting clear patient escalations. • Assist with clinical education of the broader team, participate in quality-improvement projects and pilots, and provide feedback to improve our EHR. • Embrace a build environment. As our service needs evolve, this role may expand to support new clinical and organizational initiatives.