• Works in partnership with clinical team in support of case development and management, care and treatment plans including accurate case documentation, identifying relevant medical data to be collected and providing clear, concise communication to members, internal and external partners. • Serve as the ongoing coordinator of primary and preventative care, episodic care, expert medical opinion and other service lines • Obtains a comprehensive health history by leading members through a systematic and dynamic intake assessment • Resolves prescription issues related to episodic care within established protocols and turn-around times • Maintains availability within Outlook for scheduling of member visits and all follow ups • Utilizes the company’s proprietary database to help connect members to Teladoc Health and external physicians and completes referrals where appropriate • Conducts member health coaching and provides treatment decision support service via printed educational materials and videos • Uses clinical judgment in the review of complex medical issues to ensure accuracy of clinical summaries/reports and care plans • Provides clinical support and guidance to support staff regarding case related inquiries • Ensures adherence to established processes and compliance with privacy legislation and regulations with all parties encountered in the service delivery • Is accountable for meeting service standards for speed of case progression, overall quality, and member satisfaction • Support additional projects as needed.

• Build the initial claimant relationship and confidence in our firm with every prospective claimant interaction • Engage in 150 – 200 calls per day in a professional inbound/outbound call center environment • Consistently build the claimant relationship and confidence in our partners firms with every claimant interaction while proactively contacting claimants to ensure the relationship is maintained • Solve problems and maintain confidentiality • Keep updated records and detailed documentation of claimant interactions, concerns, and complaints in a paperless database system • Use good judgment to discern what issues may be urgent and need a manager’s or director’s attention immediately • Be expected to meet occupancy and adherence goals

• Conduct structured virtual eligibility assessments with patients and caregivers to confirm SSI/SSDI eligibility and gather the information needed to move applications forward • Request, compile, and review medical records from relevant providers, and prepare medical summary reports for submission to the Social Security Administration (SSA) and Disability Determination Services (DDS) • Submit completed applications to the SSA and DDS, and serve as the designated SSA Representative for patients without legal representation • Manage ongoing weekly outreach calls with patients to provide status updates, address questions, and keep the application process on track • Coordinate with Patient Enrollment Specialists and Health Coaches to support patients who need additional engagement or care coordination touchpoints • Handle administrative responsibilities associated with the program, including PO box management and documentation tracking, with accuracy and follow-through • Leverage AI-assisted tools to support records review and medical summary writing, with a clear understanding of when to verify outputs and how to use these tools in a HIPAA-compliant manner • Partner with internal teams to flag workflow gaps, share patient insights, and contribute to the continued development of scalable, compliant benefits enrollment processes

• Relationship Management: Proactively communicate with a pipeline of borrowers, ensuring they have a clear understanding of their loan terms, servicing processes, and post-closing responsibilities. • Project Support: Monitor project progress from the borrower's perspective and provide support for challenges like project delays or budget overruns. • Issue Resolution: Investigate and resolve all post-closing borrower inquiries and disputes related to servicing, payments, and loan modifications. Advocate for the borrower's needs internally, escalating complex issues to management as needed. • Payment & Account Assistance: Help borrowers understand their statements, payment schedules, and online portal access. Address questions related to interest accrual, principal reduction, and payoff statements. • Default Prevention: Proactively reach out to at-risk borrowers to prevent loans from defaulting. Collaborate with servicing and compliance teams to develop and implement default prevention strategies. • Internal Collaboration: Work closely with cross-functional teams (e.g., servicing operations, special servicing, payment operations, construction) to ensure a cohesive borrower experience. Provide feedback on common borrower challenges to improve processes and represent the borrower's perspective in internal meetings. • Communication & Education: Provide clear and concise communication regarding loan status, draw disbursements, and payment reminders. Educate borrowers on best practices for managing their projects post-funding and develop helpful resources like FAQs. • Documentation: Accurately document all customer interactions in the system of record.