• Monitor caregiver arrivals and evening shifts in real time • Respond promptly to caregiver texts, Teams chats, and phone calls • Handle evening caregiver call-outs by finding replacement coverage • Communicate professionally with caregivers and clients regarding schedule updates • Follow established escalation procedures for urgent issues • Send next-day shift confirmations and follow up on outstanding responses • Remind caregivers to complete visit notes before the end of the evening • Document all activity accurately in our CRM • Leave a concise handoff for the morning operations team

• 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.