• Work with assigned Nurse Coordinator to maintain & support existing customers. • Assess the needs of patients with a focus on customer support, coordination of logistics, and problem-solving. • Maintain and support a service-oriented relationship with patients. • Ensure all data and analysis requests from different parts of the organization are addressed in a timely manner. • Help manage our business system tools (e.g. QlikView, Salesforce). • Identify, nurture and grow patient relationship in order to influence and schedule ongoing testing. • Performs other duties as assigned. • Complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training, and security training as soon as possible but no later than the first 30 days of hire. • Maintain a current status on Natera training requirements.

• The PAC is a subject-matter expert on reimbursement, access, and coverage issues and can educate patients and their caregivers on matters relating to reimbursement, access, and coverage. • The PAC will serve as the primary point of contact for patients who “opt in” for PAC support (and their caregivers) regarding the status of their request for reimbursement support and access assistance. • Provide updates to patients and caregivers on their status as appropriate. • Be the primary point-of-contact for patients who “opt-in” for PAC support and their caregivers regarding the status of their reimbursement and access support. • Answer questions from patients and their caregivers relating to access and coverage. • Maintain a clear understanding of the access journey process and requirements at each stage of the patient’s journey, and the role played by patients/caregivers in the access journey process. • Compliantly communicate the access landscape and options to patients/caregivers. • Work cross functionally with Field Reimbursement Managers and case coordinators to provide more efficient access for patients.

• Monitor and respond promptly to inbound SMS inquiries with professionalism and warmth • Conduct consultative conversations to understand patient goals, treatment history, and concerns • Schedule consultations using Calendly or similar scheduling tools • Accurately document patient information and interactions within CRM and EHR systems • Execute timely, personalized follow-ups to support appointment conversion • Maintain strict patient confidentiality and ensure accurate record-keeping • Collaborate with internal team members to ensure smooth patient onboarding

• Prompt Lead Response: Monitor and respond to incoming SMS inquiries in a timely and professional manner. • Consultative Conversations: Ask relevant, open-ended questions to understand each individual’s situation and comfort level. • Scheduling: Coordinate phone consultations via Calendly. • Intake & Documentation: Accurately capture important details in our CRM and scheduling platforms. • Relationship Building: Demonstrate empathy and genuine curiosity. • Follow-Up: Engage in brief, personalized follow-ups if leads need additional information.