• Work independently to manage a specified case load of members • Create an appropriate individualized care plan and coordinate the delivery of the approved medical and social services • Provide education surrounding benefits including Medicare and Medicaid • Serve as a trusted and primary contact for our members • Partner with physicians, providers and county financial entities to discuss care plans and provide updates on member progress • Perform other duties as assigned

• 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