• Provide Member-Centered Support in a High-Volume Environment: - Answer inbound calls and chats respectfully and empathetically, using clear, plain language to help members feel confident and informed. • Resolve Core Member Issues: - Explaining benefits coverage, cost-sharing concepts (deductibles, copays, coinsurance, and out-of-pocket maximums), and basic eligibility details. - Finding and confirming in-network providers, updating account information, and providing simple status updates on existing requests. - Connecting members to available programs (such as virtual care) by guiding them through standard enrollment or scheduling steps. • Own Issues and Empower Members: - Resolve clearly defined questions end-to-end using established workflows and scripting, while educating members to reduce future confusion and repeat contacts. • Leverage Tools and Resources: - Navigate Included Health systems, knowledge bases, and carrier portals to research questions and identify the right next step. - Accurately document interactions and follow-up actions, ensuring clear, concise notes that enable continuity of care across the team. • Deliver Consistent Quality: - Meet or exceed expectations for quality audits and member satisfaction (MSAT), while clearly articulating Included Health's mission and commitment to reducing friction in healthcare.

• Provide a high degree of customer service and professionalism when interacting with the patients of providers via the phone or email; ability to empathize and diffuse difficult situations professionally and in a caring manner • Assist members with detailed provider searches utilizing network look-up tools • Assist members navigating our digital programs and serve as a conduit for escalations and questions • Contact provider offices or facilities to obtain needed prior authorization pieces such as additional medical records, forms, facility location or Tax ID numbers for claims billing • Assist with claims work such as adjusting site of service • Protect/observe patient privacy and confidentiality, per external regulatory requirements (HIPAA) and internal policy and procedures • Ensures compliance with applicable URAC and NCQA accreditation guidelines and state and federal regulations