• Screen Patients and Manage Intake You will call patients and ask health-related questions using a set script. These calls usually last 15 to 20 minutes. Your goal is to make patients feel comfortable so they share honest answers. • Connect Patients to Resources You will ask questions to learn what each patient needs. Then you will share resources and send referrals to health and mental health services. • Keep Accurate Records During each call, you will type patient responses into a health records system called an Electronic Health Record (EHR). You will review and finalize your notes before the end of each workday. All records must follow federal privacy rules (HIPAA) and billing standards. You will also collect and record patient consent at the start of each call. • Manage Your Schedule You will keep your own daily calendar, send reminder calls to reduce missed appointments, and meet weekly goals. You will also schedule follow-up calls for patients and leave time between appointments to finish your notes.

• 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