• Connect potential clients to the correct Rosecrance services and resources • Answer all incoming calls from the main line, greet callers, obtain and provide information through a set of predetermined questions, transfer calls to appropriate parties and/or take messages • Open new client inquiries in Avatar, and connect with proper Access department or front desk • Handled incoming faxes through opening inquiries, scanning in and distributing to proper staff or department • Work with access team to ensure calls for service are answered in a timely and professional manner • Serve as a member of the team, and participate in all team meetings, duties and activities as assigned • Perform all responsibilities in compliance with the mission, vision, values, and expectations of Rosecrance • Demonstrates strong customer service skills that incorporate the 5 tenets of the Rosecrance Way into daily practices and interactions with all stakeholders

• Complete phone consultations with patients enrolled in care management and/or remote patient monitoring programs, providing support and education about their chronic conditions. • Educate patients about their health conditions and empower them with lifestyle and behavior strategies to actively manage their chronic conditions. • Assist patients in setting and reaching goals in line with their provider-approved care plans. • Maintain accurate and up-to-date patient records, ensuring all interactions and care plans are documented per protocol. • Address patient concerns and barriers to care, working to find practical solutions to improve patient adherence and outcomes. • Provide clear, compassionate, and effective communication to patients. • Follow approved workflows regarding communicating patient needs to their providers. • Participate in training sessions, team meetings, and quality improvement initiatives to enhance the care navigation process and patient experience. • Respond to remotely transmitted patient data such as blood pressure, blood glucose, weight, and pulse oximetry according to approved partner workflows.

• Develops, assesses, and coordinates care management activities based on member needs • Develops or contributes to the development of a personalized care plan/service plan for members • Educates members and their families/caregivers on services and benefit options • Evaluates the needs of the member, barriers to care, resources available • Recommends and facilitates the plan for the best outcome • Provides psychosocial and resource support to members/caregivers • Coordinates as appropriate between the member and care provider team • May monitor progress towards care plans/service plans goals • May perform on-site visits to assess member’s needs • Collects, documents, and maintains all member information • Complies with all policies and standards

• Primarily work in a virtual setting to support individuals with mental health conditions and substance use disorders, diagnosed and undiagnosed, and unmet needs with respect to social services • Perform initial and ongoing virtual outreach using an omnichannel approach to a qualified population with the goal of engaging identified individuals to understand the needs and barriers to care • Utilize motivational interviewing techniques to understand the individual’s care goals • Screen for unmet behavioral health, social service and physical health conditions and needs • Identify clinical needs and triage escalations, providing brief interventions, as necessary • Identify and address barriers to definitive behavioral health care • Identify the appropriate level of evidence-based care for the individual, as applicable • Support navigation of that individual to appropriate care, including behavioral health and/or primary care, as applicable • Support post-care follow-up