• Coordinate with the Care Team Lead and Care Team Member Services Manager to ensure team resources meet member enrollment needs • Respond to incoming calls and make external calls to client members for copay assistance • Provide client support and coordinate member implementation calls • Assist patients with enrollment in the manufacturer’s program • Maintain patient database for follow-up, tracking, and reporting • Review daily rejected and paid claims

• Provide essential program, operational, and administrative support to the Access to Care Solutions Team • Ensure uninterrupted access to patient support services by efficiently coordinating logistics and resolving service delivery needs • Support program sustainability and compliance through accurate management of post-award grant and contract processes • Support accurate data entry, grant tracking, and dashboard reporting in Salesforce and other systems • Enhance volunteer engagement and strengthen program outcomes by ensuring accurate data management • Support consistent program delivery by ensuring timely preparation, customization, and distribution of materials • Facilitate successful knowledge sharing and team collaboration through logistical and technical support for events

• The Care Access Coordinator is a non-clinical support role that ensures efficient access to behavioral health services by combining administrative accuracy, responsive customer support, and effective coordination between members, providers, and clinical teams. • Process authorizations, enter and audit data, and manage documentation across multiple systems to ensure accuracy and workflow efficiency. • Support clinical operations through correspondence (letters, faxes) and by maintaining timely, compliant records aligned with productivity standards. • Serve as a frontline resource by answering benefit, authorization, and referral questions while verifying member information in compliance with HIPAA. • Deliver high-quality service through empathetic communication, basic screening, and escalation of high-risk or crisis situations to clinical staff. • Triage cases and route them appropriately to clinical teams, ensuring accurate and timely information flow for care decisions. • Collect and share key data (e.g., discharge details, provider updates) to support continuity of care and cross-functional collaboration.

• Works with care management team on administrative care management activities including performing outreach, answering inbound calls, and scheduling services • Serves as a point of contact to members, providers, and staff to resolve issues and documents member records in accordance with current state and regulatory guidelines • Provides outreach to members via phone to support with care plan next steps, community or health plan resources, questions or concerns related to scheduling, and ongoing education for both the member and provider throughout care/service • May apply in-depth knowledge of assigned health plan(s) activities and resources • Serves as the front-line support on various member and/or provider inquiries, requests, or concerns which may include explaining care plan procedures and protocols • Applies in-depth knowledge of care management support activities including care plans and community resources • Supports member onboarding and day-to-day administrative duties including sending out welcome letters, related correspondence, and program educational materials to assist in the facilitation of a successful member/provider relationship • Works with care management team on escalating requests and inquiries to management • Documents and maintains non-clinical member records to ensure standards of practice and policies are in accordance with state and regulatory requirements and provide to providers as needed • May support training of new hires • Performs other duties as assigned • Complies with all policies and standards