• Answer incoming patient phone calls in a professional and empathetic manner • Respond promptly to patient text messages and general inquiries • Manage inbound faxes and route documentation appropriately • Provide patients with scheduling assistance and general practice information • Deliver an outstanding patient experience across all communication channels • Schedule and coordinate patient appointments • Maintain and update patient records within the electronic medical record (EMR) system • Upload and organize clinical documentation and laboratory results • Support providers with day-to-day administrative tasks • Ensure all documentation is accurate and completed in a timely manner • Monitor communication queues and ensure timely responses • Assist in maintaining efficient administrative workflows • Coordinate internally with the clinical team to support patient care • Help identify opportunities to improve operational efficiency as the practice grows

• Partner with families between scheduling and intake to ensure they are prepared for their appointment and understand what to expect • Conduct reminder calls, texts, and outreach using creative engagement strategies designed to increase appointment attendance and reduce no-show rates • Educate families about Flourish's services, treatment model, and admissions process • Support patients and caregivers with downloading, setting up, and navigating the Flourish app • Assist families with completing pre-admission forms, including but not limited to consents, releases of information, and pre-intake surveys • Request, collect, and track guardianship documentation and other required records needed prior to admission • Identify and proactively address barriers that may impact attendance, engagement, or readiness for care • Use motivational interviewing and engagement techniques to support families who may be hesitant, overwhelmed, or unsure about treatment • Coordinate closely with Clinical Admissions Specialists, Clinical Access Specialists, and operational team members to ensure smooth handoffs and timely progression through the admissions process • Track outreach efforts, documentation, and readiness milestones in accordance with organizational standards • Monitor upcoming appointments and prioritize outreach efforts to maximize clinician utilization and appointment attendance • Contribute ideas, workflows, and process improvements aimed at improving show rates, patient engagement, and operational efficiency • Support administrative and operational projects as needed

• 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.