• Provide therapy sessions for clients • Focus on client care without administrative burdens • Ensure a professional environment for sessions • Communicate effectively with clients • Manage caseloads by working with insurance clients

Role Description The Care Coordinator is part of our inbound call center team, often serving as the first point of contact for patients. This role is responsible for answering and transferring inbound calls as well as facilitating communication and collaboration between internal and external care teams. Care Coordinators play a key role in delivering a compassionate, patient-centered experience by listening, problem-solving, and connecting patients to the appropriate care team members. This position is a non-exempt (hourly) role. Location: This role is 100% remote. Responsibilities - Call Center & Patient Support - Answer patient calls and transfer escalated patient issues to the appropriate team member or resources. - Provide excellent customer service by actively listening, resolving questions, or escalating issues as needed. - Care Coordination Tasks - Identify, request, and collect necessary documentation from patients and community providers. - Support care teams with operational and non-clinical tasks. - Capture patient referrals through inbound fax. - Administrative & Document Support - Accurately document patient interactions and relevant details. - Ensure timely follow-up and completion of assigned tasks to maintain smooth care coordination. - Other duties may be assigned. Qualifications - High School Diploma / GED (or higher). - Experience with escalated customer service issue resolution. - Knowledge of Google Suite products - Google Docs, Gmail, Google Calendar, Google Slides, and proficiency in Google Sheets. - Phone/Fax system experience. - EMR experience, Athena & Epic preferred. Preferred Qualifications - Associate's Degree or higher. - Typing speed of 40+ WPM. - Experience as a Medical Assistant, Certified Nursing Assistant, Pharmacy Tech, or other clinical or administrative role in a health care setting. Skills - Technical Skills – Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others. - Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. - Interpersonal Skills – Focuses on solving conflict; maintains confidentiality; listens to others; keeps emotions under control and overcomes resistance when necessary; remains open to new ideas. - Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and seeks clarification; responds openly to questions. Must be able to deal with frequent change, delays, or unexpected events. - Attendance/Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time. - Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan. - Initiative – Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed; generates suggestions for improving work and workflow. Benefits - Meaningful Work: We are dedicated to our mission and deeply value our patients and each other. Each day offers the opportunity to make a positive impact. - Work Environment: We operate as a remote-first company with options for a hybrid work model in Nashville. - Time Off: Our generous paid time off (PTO) and holiday plans ensure you have ample time to rest and recharge. - Family First: We offer paid parental leave and support a healthy work-life balance, encouraging flexibility and autonomy. - Comprehensive Benefits: From Day 1, employees enjoy medical, dental, vision, life, and disability insurance, wellness resources and an employer HSA contribution. - Fair Compensation: We are committed to equitable pay for all team members and support your future goals with a 401k plan that includes employer matching. - Community: We foster an inclusive environment where you can rely on your teammates, share honest feedback, and feel comfortable being your authentic self at work each day.

• Oversee RTM care navigation operations, team performance, workflow execution, and continuous process improvement. • Support operational consistency, documentation quality, and billing readiness. • Collaborate with Clinical, Concierge, Billing, Product, and Data teams to support scalable, high-quality RTM operations. • Manage, coach, and develop RTM Care Navigation employees and contractors. • Monitor workflow adherence and identify operational risks affecting patient experience. • Track, analyze, and report on RTM operational KPIs.

• Lead individual therapy sessions in a telehealth setting • Participate in supervision or consultation to enhance clinical skills and receive support as needed • Work remotely in a fully flexible, but supportive environment