• Supports care management activities and teams assigned to members to ensure services are delivered • Performs member outreach telephonically or through home-visits and documents the plan for care/services of activities • Coordinates care activities based on the care plan/service plan and works with healthcare and community providers • Communicates with care managers, practitioners, and others as needed to facilitate member services • Complies with all policies and standards

• Provide exceptional customer service and build rapport with patients • Serve as our new patient scheduling liaison for 16 clinics across the Chicagoland area and 20+ states virtually for telehealth visits • Manage and schedule new patient appointments and promptly respond to new patient inquiries • Provide support to clinics for scheduling, insurance collection, and billing related questions

• Own high-volume inbound patient and provider communication queues across phone, email, chat, and SMS, responding quickly while maintaining accuracy and professionalism. • Serve as the first point of contact for patients, resolving inquiries in real time without unnecessary handoffs. • Schedule, reschedule, and coordinate appointments accurately, ensuring clean handoffs to GI Providers, Registered Dietitians, and Behavioral Health Providers. • Respond to billing and insurance questions, clearly explaining benefit design and cost-share in a way patients can understand. • Triage clinical questions accurately, manage pharmacy inquiries, and coordinate prescription and refill requests with urgency and attention to detail. • De-escalate challenging interactions with confidence and empathy while documenting all patient interactions accurately in real time. • Proactively identify workflow inefficiencies and suggest improvements that increase speed and patient satisfaction.

• Responsible for providing care coordination (treatment planning, assessment, monitoring, educating, and referral/linking) to individuals identified in the Transitions to Community Living Initiative Special Needs Populations (TCLI) • Work collaboratively with licensed Clinicians, Registered Nurses, and Peer Support Specialists to ensure successful discharge/transition planning/post transition monitoring • Provide care coordination/care management to assigned TCL individuals who may have identified needs with behavioral health, physical health, co-occurring, co-morbid, or multi-morbid conditions • Assess member’s needs who have transitioned into supportive housing to determine if additional support and services are needed for continued independent living • Ensure timely and accurate documentation of all planning and coordination efforts in multiple software platforms and State database systems