Dragonfly Health

• Lead the design, optimization, and continuous improvement of a national facilities network, applying industrial engineering principles to improve workflow efficiency, site performance, and operational outcomes • Leverage analytics, data, and reporting to identify inefficiencies, optimize resource utilization, and inform executive decision-making across the portfolio • Partner cross-functionally with Operations, Finance, Compliance, and Analytics to drive process improvements, operational alignment, and scalable solutions • Lead and execute a long-term facilities strategy aligned with organizational growth and M&A initiatives • Oversee site selection, acquisition, design, and build-out of new locations, ensuring optimal layout and operational efficiency • Direct major construction, renovation, relocation, and redesign projects across multiple sites • Develop and manage multi-year capital and operating budgets for all facilities, driving cost optimization and financial performance • Oversee lease negotiations, renewals, and real estate contracts to secure favorable terms • Establish strategic vendor and contractor relationships to optimize cost and service delivery • Ensure compliance with regulatory, safety, environmental, and accreditation standards across all sites • Lead and develop facilities staff and external contractors to drive performance, accountability, and operational excellence

• Review, analyze, and process pharmacy claims with accuracy, timeliness, and adherence to company and regulatory standards. • Identify discrepancies, investigate claim issues, and determine appropriate resolutions. • Communicate effectively with pharmacies, providers, and internal teams to clarify information and resolve errors. • Support audits and quality reviews by maintaining detailed, accurate claim documentation. • Identify trends and share insights that can improve claim accuracy and efficiency.

• Review client census data and identify discrepancies between hospice census records and active DMETrack patients • Partner with clients, providers, and relationship managers to verify, correct, and maintain accurate census information • Monitor DME usage metrics, patient days, and profitability indicators to identify trends, root causes, and improvement opportunities • Process hospice discharge data, duplicate patient records, billing adjustments, and multiple-provider situations within DMETrack • Audit EMR interface activity to help ensure pick-up orders are automated and census records remain accurate

• Responds to both routine and escalated service requests and problems in a customer service-oriented manner. • Promptly acknowledges, prioritizes, tracks and documents service requests and problems. • Plans and implements system configuration for more complex areas of proprietary applications and their integrated systems. • Acts as a resource to address escalated calls or issues. • Facilitates calls for partners and clients, troubleshoots advanced and escalated SaaS system issues. • Provides web application orientation to internal customers and provides technology support. • Ensures 24-hour technical support is available to internal and external stakeholders by participating in an on call rotation for after-hours support. • Conducts research on web application products in support of IT procurement and development efforts. • Protects company’s intellectual property and the privacy of customers’ data. • Performs other duties as assigned or apparent.

• Provide clinical review and consultation on medication requests, prior authorizations, and benefit determinations. • Evaluate therapy appropriateness, dosing, and safety based on evidence-based guidelines. • Collaborate with providers to clarify prescriptions and recommend alternatives when appropriate. • Support complex case reviews and appeals with accurate clinical documentation. • Identify opportunities to improve medication adherence, safety, and cost-effectiveness. • Educate internal teams on formulary management, utilization review, and pharmacy policy updates.

Role Description Receives and responds to inbound calls and emails related to the DBM & PBM solutions, serving as first tier support of any reported software issues: - Account-related login issues - Password resets - Basic system utilization - Triage Following standard operating procedures creates support tickets with complete information in the ticketing system to ensure all pertinent data is logged and captured. In a respectful and courteous manner, acts as a resource for inbound calls and emails from homecare agencies and providers and, at times, may be tasked to provide basic instruction in operation of proprietary applications. Promptly escalates complex issues as appropriate to facilitate resolution of the issue. When necessary, acts as a liaison between homecare agencies and providers, ensuring all parties have accurate information to facilitate workarounds for reported break/fix items. May troubleshoot and resolve common order fulfillment issues to preserve the most optimal customer experience. On a continual basis, listens and responds to feedback from customers and determines necessary internal action or communication required to fulfill company obligations. Coordinates activities and/or relays information as appropriate. Assists customers by assessing the stated purpose of the call or email, and the need communicated, and routes to the appropriate business unit following standard operating procedures. Qualifications - A high school diploma or equivalent is required. - At least six months experience in which incumbents regularly interface with customers is essential to perform customer services functions as described. - A year of call center or help desk experience or experience working in a medical environment is strongly preferred. - Strong interpersonal skills are necessary as is the ability to remain customer service oriented during situations in which clients or customers may be frustrated. - The ability to speak and write in a professional manner is required to communicate with clients, drivers, operations, and patients as described. - Proficient and accurate typing/data-entry skills are required to record system information as described. - Familiarity with Microsoft Office and a web browser is required to access, capture and communicate information as described. - The ability to demonstrate ownership for the customer experience and provide solutions to routine and common issues rather than escalating problems is essential. - Spanish speaking skills are desirable but not required. Requirements - Working knowledge of a PC, business and communications software (MS Office) and web-based tools are required. - Familiarity with contact management software is strongly preferred. - No travel is required. - Work is generally performed in an office environment or remote setting in which there is only minimal exposure to unpleasant and/or hazardous working conditions. - The ability to maintain a flexible schedule to accommodate on-call rotations as described is required. - Incumbents must be able to work with defined schedules in which timed lunches and breaks are predefined. - This position entails a high level of work performed at a computer terminal throughout the day as well as heavy use of a telephone or headset equipment. - On a regular basis, incumbent frequently performs repetitive motions at a computer terminal and is subject to prolonged sitting. - Regular eye-hand coordination and manual dexterity is required to operate office equipment. Benefits - The Company will provide reasonable accommodations to employees with disabilities to help them perform the essential functions of the position. - A request for such accommodation should be directed to the employee’s immediate supervisor or Human Resources.

• Accurately performs prescription data entry in accordance with company and regulatory standards. • Build and maintain accurate medication profiles and MARs (Medication Administration Records) for IPU patients. • Understand and apply IPU model variations and profiling requirements for different hospice partners. • Review and process faxed medication orders independently, ensuring timely follow-up where needed. • Contact hospices to obtain or clarify prescription information and document interactions thoroughly

• Provide clinical review and consultation on medication requests, prior authorizations, and benefit determinations • Evaluate therapy appropriateness, dosing, and safety based on evidence-based guidelines • Collaborate with providers to clarify prescriptions and recommend alternatives when appropriate • Support complex case reviews and appeals with accurate clinical documentation • Identify opportunities to improve medication adherence, safety, and cost-effectiveness • Educate internal teams on formulary management, utilization review, and pharmacy policy updates

Role Description Dragonfly Health provides industry-leading DME management solutions that simplify administration to boost operational efficiencies, contain costs, enhance quality of care, and ultimately increase patient satisfaction. With our innovative technology and unmatched expertise, we provide the visibility and insights our clients need to make timely, informed decisions and drive meaningful results. We serve over 100,000 patients every day spanning all 50 states. Essential Functions - Provides support to Contracting, Implementation, Client Services, and Billing Teams in configuring System Contract Management (CM) database to produce accurate invoices and control ordering options for Clients and Providers. - Understands Provider and Client contracts with regard to terms and conditions, renewal dates, and any additional service amendments. May provide support to the contracting process by assisting with fee schedule creation and modification, as needed. - Assists in maintaining the System database by adding new Providers, Clients, or partner information to support the implementation process for new contracts and provider relationships. - Ensures the Global and Provider Equipment Catalogs within the System are updated with current options and available products and information, as needed. - Ensures all assigned System configuration activities are completed with 100% accuracy. - Maintains adequate knowledge of industry equipment and functionality. Marginal or Additional Functions - Acts as a resource for cross-functional departments to address and resolve challenges and provide effective solutions. - Protects company’s intellectual property and the privacy of customers’ data. - Performs other clerical or administrative support functions, as necessary. - Performs other duties as assigned or apparent. Qualifications - High School diploma or equivalent is required. - Experience with the operations of the company System is preferred. - Administrative support that entails data entry, billing processes, or general business support or analytics preferred. - Experience in healthcare or medical fields in which incumbents have gained an understanding of durable medical equipment is strongly preferred. - A solid understanding of contracting or procurement functions is preferred. - General business acumen required as usually obtained through work experience, education or training. - Durable medical equipment, pharmacy, managed care, or other pertinent health care services industry experience is preferred. Requirements - The ability to be proactive and self-directed utilizing good time management, decision-making, and organization skills is required. - A high level of professionalism, customer service and discretion is required to represent the organization and interact with other organizations. - Must be able to prioritize multiple tasks. - Good communication, presentation, and interpersonal skills are required. - Good analytical skills to review data, identify trends, correlate information, and provide a summary of findings. - Intermediate to advanced Excel skills to run, analyze, and present data. - An attention to detail is required to provide support and carry out all functions in this role. - A general knowledge and understanding of hospice and durable medical equipment operations is preferred. - Knowledge and familiarity with our proprietary order management platform is preferred. - The ability to maintain confidentiality of patient information and follow standard operating procedures with regard to patient data to ensure compliance with HIPAA is required. Benefits - Competitive benefits and compensation. - A rewarding, casual, fun work environment. - Welcoming new ideas and innovative thinkers. Company Description We are an equal opportunity employer and consider all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

• Serves as the primary escalation point for complex and high-impact service requests, ensuring timely resolution and root cause analysis. • Evaluate acquisition opportunities through detailed market research, financial modeling, and valuation analysis to assess strategic fit and return potential. • Support the development of investment theses by articulating strategic rationale, key value drivers, and potential risks for each transaction. • Assist in due diligence by creating and managing request lists, reviewing data room materials, and validating the completeness and accuracy of information provided. • Prepare clear, well-structured presentations and materials for internal stakeholders and executive leadership to support decision-making. • Contribute to post-acquisition integration efforts across the portfolio to ensure alignment with strategic objectives. • Help develop integration charters, target operating models, and detailed project plans with defined timelines and deliverables. • Coordinate and support multiple integration workstreams across functions such as Finance, Operations, HR, and Strategy. • Track integration progress, key milestones, and risks, providing regular updates and helping ensure successful execution. • Conduct ad hoc financial analysis and support financial planning related to integration activities, including synergy tracking and forecasting. • Analyze performance metrics, identify improvement opportunities, and partner cross-functionally to align integration efforts with broader business goals. • Other duties as assigned.