• Provide telehealth sessions in California for mental health care • Deliver the best quality of care to Participants to help them reach their goals • Collaborate closely with the Operations team for improved efficiency • Attend treatment team meetings and participate in weekly health team meetings • Advocate for Participants and liaise closely with Customer Success activities • Keep abreast of new developments in clinical care and techniques • Support the development of communication and outreach materials • Serve as point of contact for Participant escalations and concerns • Report to Operations manager if escalations are unresolved

• Provides and coordinates telephone intake and crisis intervention services by performing psychosocial assessments and crisis intervention services to patients identified as having psychiatric or chemical dependency problems. • Obtains insurance authorization for patients requiring behavioral health services and facilitates referral to physicians and psychotherapists.

Role Description The job profile for this position is Customer Service Analyst, which is a Band 2 Senior Contributor Career Track Role. Join a team where your work directly improves lives. As a Patient Care Coordinator, you will help patients receive the nutrition support they need to thrive. You will partner with clinical and operations teams to deliver a smooth, reliable patient experience. This role is great for someone who enjoys solving problems, building relationships, and making an impact every day. Hours: Monday-Friday, rotating shift, 8am-5:30pm EST (Some weekend/holiday rotation) Responsibilities - Coordinate Enteral nutrition services from referral through ongoing care and delivery. - Ensure accurate patient updates, documentation, and refill processing. - Support Registered Dietitians to improve patient adherence and outcomes. - Partner with patients, caregivers, and care teams to ensure timely service and delivery. - Monitor supply usage to meet payer guidelines and avoid delays in care. - Respond to patient questions and resolve concerns with empathy and clarity. - Track and manage orders using internal systems to support team coordination. - Support onboarding of new patients, including education and first refill coordination. - Identify and escalate clinical concerns to appropriate team members. - Collaborate to resolve supply challenges and recommend alternatives when needed. - Maintain quality, accuracy, and productivity standards. - Support team success through collaboration and continuous improvement. Qualifications - High school diploma or GED - At least 1 year of experience in a healthcare or pharmacy environment - Strong communication skills across phone, email, or in person. - Ability to manage multiple tasks and stay organized in a fast-paced setting. - Basic Microsoft Office and computer skills. - Commitment to high-quality, compassionate service. Preferred - Experience in homecare, infusion pharmacy, or Enteral nutrition. - Knowledge of patient intake or reimbursement processes. - Experience with healthcare or dispensing systems. - Experience working with clinical teams such as dietitians or nurses. Benefits - Hourly rate of 22 - 33 USD / hourly, depending on relevant factors, including experience and geographic location. - Eligible to participate in an annual bonus plan. - Comprehensive range of health-related benefits including medical, vision, dental, and well-being and behavioral health programs. - 401(k) and company paid life insurance. - Tuition reimbursement. - A minimum of 18 days of paid time off per year. - Paid holidays and leaves of absence.

Role Description Responsible for creation and processing of referrals from HCPs and other referral sources into CM database for order confirmations and shipment. Duties include validation of medical files and scanning them into customer accounts within the database along with verifying patients’ insurance benefits by contacting insurance companies and documenting accounts accordingly. - Process leads from external departments to complete the necessary documentation within CM database. - Organize and update customer records by reviewing and validating relevant information received about customers and loading it into the database. - Complete inbound and outbound telephone calls in response to the referral as documented on the correspondence or HCP referral. - Responsible for the timely verification of medical insurance benefits for new and existing patients; existing customers with changes in insurance, and reactivated patients. - Note in each account a brief and clear summary of insurance information received from the insurance carrier. - Review each medical record received for missing documentation; check physician’s notes for appropriate diagnosis to justify Comfort Medical’s service; verify that the correct person has signed all paperwork such as physician’s orders, and other documentation requiring signature. - Ensure the correction of deficient documentation, and documentation requiring signature are received, and filed in the required period. - Ensure accuracy of components within the files and scanning into the system when applicable. - Research and resolve issues regarding a customer’s order; communicating with HCPs and insurance to gather relevant information and communicating the outcome to various stakeholders where appropriate. - Complete and/or update all pertinent records in company database using Corporate Compliance Guidelines. - Establish and maintain effective knowledge of policies, procedures, and skills required to complete job duties. - Exceed Quality and Quantity Performance Standards. - Establish and maintain effective working relationships with customers and/or co-workers. - Skilled typing ability and knowledge of personal computers, hardware, software (ex. Microsoft Office Suite), and related applications and systems. - Support the Department’s Leadership Team in achieving departmental goals by completion of tasks, continued training, etc. - Available and flexible in scheduling to meet the changing business requirements of the position (includes working nights and weekends). - Responsible for following good housekeeping and quality procedures. - Follows and observes all safety practices. - Set a positive example for co-workers by observing and adhering to all Departmental and Corporate Policies and/or Procedures. - Occasionally, employees currently recognized as high performers through recent performance evaluations, or employees with current demonstrated productivity leadership compared to other employees on existing metrics may be asked to engage in overtime. - Comfort Medical employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies. - Other job duties as assigned. Qualifications - High school diploma or equivalent. - Minimum of one-year experience in a contact center. - English/Spanish bilingual preferred. - Willingness to engage in telephone direct sales. - Ability to take initiative and work independently. Requirements - Ability to interpret instructions and guidelines to make decisions and take necessary actions. - Ability to follow complex instructions and guidelines to specific problems arising in the work area. - Ability to navigate between different computer systems. - Ability to apply instructions and/or guidelines as appropriate in the performance of duties. - Ability to maintain composure during stressful situations occurring because of workloads and/or deadlines. - Ability to communicate effectively (verbal and written). - Ability to determine work priorities. - Ability to work on one’s own initiative to achieve established goals and objectives. Benefits - Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. - Access to company sponsored wellness programs and mental health resources. - Paid leave of absence for qualifying events and generous paid parental leave for both birthing and non-birthing parents. - A competitive 401(k) plan with company match that vest immediately. - Financial planning services to help you secure your future. - Corporate discount programs for goods and services. - Generous paid time off, flexible work hours, and flexible work arrangement options. - Opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement. - Recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events. - A supportive work environment where everyone feels valued, and has a sense of belonging. - Participate in team-building activities, volunteer opportunities, and company-sponsored events. - Sustainability strategy that outlines our ambitions for how to run our company in a more sustainable way. - The total (hourly plus performance based incentive) compensation range for this position is $55,227 - $82,841.