• Inbound and outbound calls to members and providers to help getting services like healthcare visits, screenings, vaccinations, or medication refills. • Working through barriers that stand in the way of our members’ good health • Delivering the best member experience through professional empathetic conversations • Provide important education to members to help them make good health decisions that improve their health • Accurately document conversations in the member’s health record

• Inbound and outbound calls throughout the working day to members and providers to help getting services like healthcare visits, screenings, vaccinations, or medication refills. • Working through barriers that stand in the way of our members’ good health • Delivering the best member experience through professional empathetic conversations • Provide important education to members to help them make good health decisions that improve their health • Accurately document conversations in the member’s health record

• 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