Custom Health

• Serve as the first point of contact for prospective patients. • Contact referred patients and consumers who have requested more information. • Explain Custom Health services in a clear, supportive, and professional way. • Build trust and rapport with patients and caregivers. • Answer questions and provide education regarding available programs. • Deliver a positive and supportive patient experience. • Assess patient eligibility, interest, and program suitability. • Verify coverage and help patients understand available services and next steps. • Support enrollment and onboarding readiness. • Identify and address barriers that may prevent enrollment. • Manage patient progression through qualification. • Maintain accurate records within CRM systems and patient tracking tools. • Organize and track patient progress through the onboarding process.

• Own the patient experience from qualification through successful activation and program start, maintaining engagement throughout onboarding, pharmacy processing, fulfillment, and activation activities. • Serve as the primary operational contact for patients until successful program activation and start. • Guide patients through the onboarding and activation process. • Coordinate timelines, expectations, and next steps across multiple pharmacies. • Help ensure patients successfully start their therapy or program. • Maintain operational visibility into patient progression and proactively address delays or barriers to activation. • Gather and organize onboarding information. • Support medication transfer coordination and readiness activities. • Confirm medication schedules, routines, and onboarding preferences. • Identify and resolve barriers that could delay patient starts. • Coordinate activation readiness and onboarding follow-up. • Coordinate activities across Marketing, Pharmacy Operations, Clinical Services, and Technology teams to ensure patients successfully progress through the patient start journey. • Act as the bridge between patients, caregivers, and pharmacy teams. • Ensure pharmacy teams receive complete and accurate onboarding information. • Help create smooth transitions between onboarding, fulfillment, and activation. • Support operational consistency across multiple pharmacy partners. • Monitor and manage key patient start metrics including Patient Start Rate, Time to Start, Activation Completion Rate, Patient Reach Rate, and Patient Satisfaction. • Take ownership of patient progression outcomes and proactively identify opportunities to improve conversion and activation performance. • Track onboarding progression and patient start performance. • Maintain operational visibility into patient movement across operational stages. • Identify workflow bottlenecks and opportunities for improvement. • Contribute to process development and operational best practices. • Support reporting and KPI tracking initiatives. • Support the development and optimization of workflow automation and AI-assisted patient engagement processes to improve scalability and patient experience.

• Handle initial support of reported application issues, potentially involving functionality, hardware, or software problems. • Gather information to support successful resolution of an issue. • Research possible solutions, using available resources (e.g., knowledgebases, existing support tickets, Gitlab tickets). • Resolve issues where identified resolution steps are documented and within the CSR II scope. • Escalate issues to senior staff when additional assistance is needed. • Act as a liaison between a customer and 3rd party when coordination is required. • Assist CSR I staff with escalated issues they are not able to resolve. • Maintain strong knowledge of the company’s products and escalation procedures.

• Design and implement applications & enhance cloud infrastructure consisting of web apps with front-end UI, APIs • Work closely with Product management and other technical leaders in the implementation of features and functions • Participate in work planning, breaking down modules into small tasks in an agile development environment • Contribute and/or lead in process improvements, design, and code reviews • Partner with leaders and peers to identify and take initiatives

• Maintain and reconcile general ledger accounts, identifying and resolving discrepancies promptly. • Prepare and post journal entries, accruals, and account reconciliations with supporting documentation. • Maintain accounting databases by recording data into the accounting/AP processing system with completed documentation. • Assist in the completion of monthly, quarterly and annual financial close processes including performing closing entries and supporting working papers. • Provide assistance with ad hoc projects and reports. • Provide assistance with the annual audit. • Document all transactions with sufficient support for future audits. • Protect organization’s value by keeping information confidential. • Update job knowledge by participating in educational opportunities. • Accomplish accounting and organization mission by completing related tasks needed.

• Maintain and reconcile general ledger accounts, identifying and resolving discrepancies promptly. • Prepare and post journal entries, accruals, and account reconciliations with supporting documentation. • Maintain accounting databases by recording data into the accounting/AP processing system with completed documentation. • Assist in the completion of monthly, quarterly and annual financial close processes including performing closing entries and supporting working papers. • Provide assistance with ad hoc projects and reports. • Provide assistance with the annual audit. • Document all transactions with sufficient support for future audits. • Protect organization’s value by keeping information confidential. • Update job knowledge by participating in educational opportunities. • Accomplish accounting and organization mission by completing related tasks needed.

• Build and refine data pipelines for both structured and/or unstructured healthcare data. • Apply AI/ML models to identify patterns, predict trends, and extract meaningful insights from health datasets. • Work with the engineering team to source data and possibly integrate data models into day-to-day analytics. • Create visualizations and reports that translate data into clear stories for clinical and technical stakeholders.

• Develop and maintain the enterprise-wide compliance and ethics program across Custom Health, Inc. and all subsidiaries. • Establish governance structures, policies, and procedures supporting regulatory compliance, corporate integrity, and ethical conduct. • Promote a culture of accountability, transparency, and compliance throughout the organization. • Ensure compliance functions operate with appropriate independence from operational management. • Provide executive oversight for regulatory strategy and compliance related to medical devices, digital health technologies, and regulated healthcare services. • Ensure compliance with U.S. FDA regulations (including 21 CFR Part 820 Quality System Regulation), Health Canada Medical Device Regulations, and other applicable international regulatory frameworks. • Oversee regulatory submissions, approvals, certifications, and lifecycle management. • Serve as executive liaison with regulatory agencies, notified bodies, and external auditors. • Ensure implementation and continuous improvement of enterprise Quality Management Systems (QMS). • Maintain compliance with ISO 13485 and other applicable quality and regulatory standards. • Ensure corrective and preventive action (CAPA), complaint handling, and regulatory reporting processes are properly implemented. • Ensure enterprise compliance with HIPAA, healthcare privacy regulations, and applicable federal and state healthcare laws. • Conduct enterprise compliance risk assessments and regulatory gap analyses. • Oversee internal compliance audits and regulatory readiness assessments. • Develop and maintain enterprise compliance education and training programs. • Provide regular reports to the Board of Directors and Audit & Compliance Committee regarding compliance program effectiveness.