• provide an optimal customer service experience for patients, physicians, caregivers, and internal departments • answer questions, solve problems, provide education, and maintain company’s reputation for high-quality service • verify insurance coverage, perform benefit investigation, and obtain prior authorization • support the patient from the point of admissions/onboarding through the benefits verification and billing process

• Handle a high volume of inbound and outbound phone calls • Review lab results and communicate recommendations provided by Aftercare clinicians • Respond to patient clinical inquiries in accordance with established workflows and SOPs • Obtain and upload patient clinical documents into the medical record • Report applicable cases to the Department of Health (DOH) • Ensure all patient interactions are accurately documented and strive for one-call resolution • Respond promptly to tasks assigned through CRM (Salesforce) and EMR (Athena) systems • Effectively multitask across multiple systems to provide timely patient support and follow-up after clinical visits • Adhere to all HIPAA guidelines and organizational policies • Meet departmental goals and key performance indicators (KPIs)

• Complete individualized patient care plans and perform care management and care coordination services using Ennoble Care’s electronic medical record system • Frequent contact with patients to provide care coordination, support, and manage compliance with the care management programs to increase positive outcomes • Document all client communications (verbal or written) accurately • Communication to and from Primary Care Clinician or designee regarding patient emergent needs and/or life-threatening episodes and to ensure comprehensive care plans are complete and accurate • Keep Team Supervisor informed of all issues pertinent to the care plan process and any known or perceived issues • Demonstrate ability to work with various cross-organizational areas to meet the needs of Ennoble Care’s patients, their family members, and partner facilities • Become skilled at using technology including secure email, telephone system, electronic medical records, etc. • Adherence to documentation protocols and best practices for daily work logs, escalation of client issues, and internal communications • Excellent customer service skills demonstrated by positive feedback from customers and patients • Contribute as a positive member of the department by supporting all members of the team in a productive and constructive manner

• Reviews remote monitoring software daily for transmission data and alerts • Identifies ALERTS that require immediate attention and notifies clinical staff • Performs remote device interrogation and/or follow up • Documents appropriately in database regarding patient remotes • Enters findings and appropriate communication contact per Clinic Management protocol • Coordinates all device monitoring programs such as Merlin.net, CareLink, Biotronik and Latitude • Uploads and reviews daily CIED reports per protocols • Maintain knowledge of new developments in device technology • Be a resource for remote device management for the practice physicians and clinical staff • Responsible for contributing to company oversight and information security functions as outlined in the employee handbook under ‘Remote Employee HIPAA Guidelines • Resolves issues appropriate to position.