• Respond quickly and professionally to inbound SMS messages • Ask insightful, open-ended questions to understand each patient’s needs and goals • Schedule phone consultations using tools such as Calendly • Accurately document patient interactions using CRM and scheduling platforms (training provided) • Build rapport with prospective patients through empathy, curiosity, and trust • Send personalized follow-ups when needed to support next steps

• 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.