Role Description The purpose of this position is to offer support to the daily operations of the Branch Office and Branch Manager(s). This role is eligible for telecommuting. Hours: 9:30-6:00pm This role requires having a designated workspace at home that is free from distractions. - Work with Sales team, referrals and/or patients to gather missing documentation/information to meet insurance guidelines. - Answer phone calls from customers to provide introductory information to new customers, determine the quickest, most effective ways to answer a customer’s questions, troubleshoot common issues with a product or service, work with the branch team and other departments to find appropriate resolutions, and escalate queries and concerns when necessary. - Perform several processing duties for the Branch as necessary including, but not limited to creating and working with intakes, reviewing ACIS screens to assist customers; and confirming delivery appointments, verifying insurance, obtaining authorization of equipment based on payor guidelines, completing tasks in processing tools, monitoring faxes and performing data entry document triage. - Perform post-delivery work order confirmation and data entry. - Perform initial outbound calls, faxes, SMS texting to patients and referrals on receipt of orders. - May conduct downloads of recording devices such as apnea monitors, oximeters, CPAP devices, and other respiratory equipment as directed. - Handle requests for audit/documentation purposes. May assist with document retrieval for billing purposes. - Support overnight oximetry program. - Collect credit card/billing information as needed. - Assist with patient scheduling for delivery and pick up of equipment. - Carry out filing, and faxing records on a routine basis. - In addition to set up or return of equipment, may instruct patients, complete paperwork, explain insurance and out-of-pocket expenses, handle payments. - May perform outbound customer satisfaction calls to patients and referrals. - Order inventory or office supplies. - Perform other duties as required. Qualifications - High school diploma or GED is required. - At least two years related experience in an office environment is preferred. Requirements - Meets company minimum standard of Background Check. - Good organizational skills. - Strong customer relations/problem solving. - Strong phone skills. - Strong interpersonal and teamwork skills. - Ability to multi-task effectively. - Ability to communicate effectively via phone using technology software electronically. - If participating in coordination, delivery, function testing or downloads of respiratory equipment, all applicable competency testing must be completed prior to conducting those activities. - Computer Skills: Microsoft Office programs, Basic printing/faxing/scanning. - Language Skills: English (reading, writing, verbal). - Mathematical Skills: Basic Math Skills. Preferred Qualifications - Knowledge of DOT/FDA Regulations. - Bilingual (reading, writing, verbal). - Previous interaction with the Public in a service management industry. Physical Demands While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee uses computer and telephone equipment. Specific vision requirements of this job include close vision and distance vision. Must be able to travel by plane and automobile (if applicable). Possible lifting of equipment up to 50 lbs. Work Environment Work is performed remotely. The physical demands and work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Benefits - Medical, dental, and vision care coverage. - Paid time off plan. - 401(k) Plan. - Flexible Spending Accounts. - Basic life insurance. - Short-and long-term disability coverage. - Accident insurance. - Teammate Assistance Program. - Paid parental leave. - Domestic partner benefits. - Mental, physical, and financial well-being programs.

• Receive incoming calls from members regarding benefit questions/issues, care coordination, program inquiries, connecting to their care manager, and screening assessments to identify risk factors requiring medical intervention • Contemporaneously and accurately documents calls in designated PHI system • Manages an assigned member caseload who require short term care coordination and health navigation • Works within the interdisciplinary care team to support timely communication of member issues or needs and monitors screening of members effectively to improve quality and cost outcomes • Performs outreach calls to members to confirm services are in place • Additional duties as assigned

• Complete individualized patient care plans and perform care management and care coordination services using Ennoble Care’s electronic medical record system • Frequent contact with patients to provide care coordination, support, and manage compliance with the care management programs to increase positive outcomes • Document all client communications (verbal or written) accurately • Communication to and from Primary Care Clinician or designee regarding patient emergent needs and/or life-threatening episodes and to ensure comprehensive care plans are complete and accurate • Keep Team Supervisor informed of all issues pertinent to the care plan process and any known or perceived issues • Demonstrate ability to work with various cross-organizational areas to meet the needs of Ennoble Care’s patients, their family members, and partner facilities • Become skilled at using technology including secure email, telephone system, electronic medical records, etc. • Adherence to documentation protocols and best practices for daily work logs, escalation of client issues, and internal communications • Excellent customer service skills demonstrated by positive feedback from customers and patients • Contribute as a positive member of the department by supporting all members of the team in a productive and constructive manner

• Assesses and analyzes the injured worker's medical, behavioral and/or vocational status, utilizing Carisk’s patient-centered, strengths-based biopsychosocial approach. • Assists in developing a Care Coordination plan to help the patient achieve maximum functional improvement. • Engages with the patient, current and potential providers as well as vocational and social support systems and other stakeholders externally. • Engages with Carisk’s Clinical, Quality, Provider Relations and other teams internally. • Manages a patient’s progress towards the desired outcomes via a customer facing monthly progress report. • Arranges referrals, consultations, therapeutic services, and confers with other specialists regarding course of care and treatment. • Accurately reports all cases, activity and hours associated in accordance with customer-specific guidelines and consistent with Carisk documentation practices. • Attends all meetings and conference calls as requested by Carisk Clinical and Administrative teams. • Maintains any required credentials and adheres to all codes of ethics required by these credentials. • Performs various professional duties as assigned by management.