- Provide non-clinical support to patients and members through virtual channels (messaging, phone, video), delivering high-quality service
- Support care coordination activities such as scheduling, follow-up outreach, resource connection, and resolving non-clinical barriers
- Partner with nurses, providers, and operational teams to support inbound and outbound workflow needs
- Recognize and escalate clinical concerns, symptom-related questions, urgent issues, or other needs requiring licensed staff
- Troubleshoot real-time technology, access, or service issues affecting the patient or member experience
- Support new workflows, operational initiatives, and other non-clinical duties as business needs evolve