Ivy Rehab Network

• Oversee all aspects of Ivy Rehab’s network and telephone estate. • Manage and support the full lifecycle of all network infrastructure, including firewalls, switches, WAP’s, and telephone infrastructure. • Work closely with both internal teams and Ivy’s third-party Managed Service Provider (MSP) to ensure seamless provisioning, management, support and hardware refresh cycles. • Understand SASE firewalls and how they can be best leveraged by a small geographically distributed business. • Manage and support the deployment, configuration, and upgrades necessary to maintain connectivity. • Contribute to the management of all CATO-related costs, identifying the best features to leverage given the current investment. • Ensure that all devices maintain the correct configuration, overseeing the management of the devices by Ivy’s MSP. • Manage the availability and end user usage of the VPN service.

• Lead the visual and verbal evolution of Ivy Rehab Physical Therapy and Ivy Rehab for Kids. • Architect the Rebrand: Lead the strategic direction of the Ivy Rehab identity, ensuring it reflects our energized and modern culture. • Develop and enforce comprehensive brand guidelines that ensure consistency across 700+ locations. • Translate business goals into compelling creative strategies that resonate with both patients and referral partners. • Lead the development of all creative assets, including digital advertising, social media content, website UI/UX, and physical clinic collateral. • Maintain a high bar for visual excellence and modern aesthetics. • Ensure our brand voice is consistent, empathetic, yet high-energy. • Oversee video production from concept to final cut. • Manage an internal creative team and a network of external agencies/freelancers. • Implement processes that allow the team to move fast without breaking the brand. • Work closely with Operations and Clinical teams to ensure creative supports bottom-line business results.

• Create and implement the overarching QI strategy and draft necessary clinical policies and teaching materials • Build the train tracks for QI and operations teams to deliver clinical excellence at the clinic level • Establish enterprise-wide metrics to drive desired clinical outcomes of quality, service, and patient experience; mine regional data to develop actionable plans for Regional Directors to execute • Establish forums and practices for collective learning within the organization for continuous quality improvement • Use evidence-based guidance established by the Clinical Council to differentiate Ivy Rehab in the market, creating the most desired place to give and receive care • Build and manage a robust reporting system for incident reports, "near misses," and harm events • Oversee root cause analysis (RCA), trend analysis, and the development of remedial action plans to address safety incidents • Strengthen a proactive safety culture through auditing, annual training, and the implementation of the IHI Framework • Collaborative priority setting with field clinicians to define the "Ivy Way" for clinical care • Work with the Council to select discipline-specific metrics (e.g., Ortho, Pediatrics, ABA) that best characterize the impact of treatments • Manage and coach functional leads within the three clinical pillars ensuring high performance and professional growth

• As the Sales Training Manager, you will be the primary architect of our sales team’s capability. • You won’t just teach people how to talk; you will build a system that ensures every representative – from new hires to seasoned veterans – has the skills, psychological toolkit, and technical proficiency to exceed new patient goals. • You will bridge the gap between our growth strategy and field execution, ensuring our messaging is consistent and our market share is industry-leading. • Own the 'Time to Productivity' metric. • Design and execute a 30-60-90 day onboarding program that gets new Business Development Managers (BDMs) field-ready and confident. • Move beyond 'one-off' workshops into robust learning pathways. • Implement a comprehensive learning culture using micro-learning, role-play simulation, and weekly skill-refreshers. • In partnership with Sales & Ops leadership, design onboarding training and ongoing content to increase the confidence and effectiveness of clinician sales efforts. • Create and customize an effective sales methodology and work with Sales Operations Manager to deeply embed this into daily workflows. • Ensure 100% adoption and proficiency in our CRM (Salesforce) and BI platform (PowerBI) in partnership with the Sales Operations Manager. • Partner with Sales Leadership to review referral trends and documented sales activities to create targeted training interventions to fix those specific bottlenecks. • Produce high-impact sales assets, including field playbooks, objection-handling scripts, and competitive value proposition to assist team in gaining market share.

• Support the PEC Training and QA Manager in developing the Quality Assurance (QA) program for our Patient Engagement Center (PEC). • Evaluate patient interactions, collect and analyze data to improve processes and protocols within the contact center. • Identify coaching opportunities and support PEC Managers in helping Patient Engagement Advocates improve their skills. • Monitor and conduct evaluations of interactions to assess the quality of service and identify strengths and areas for improvement in Advocate performance. • Support the “nesting” program when Advocates graduate training and begin handling interactions through more robust call monitoring. • Participate in cross-functional collaborations with other Ivy departments to ensure process alignment among the PEC, front office, and clinic teams. • Observe daily operations of the contact center and lead interaction quality calibrations to identify skill gaps and necessary training program improvements. • Help to improve PEC KPIs by sharing performance trends, areas of concern, and opportunities for improvement with Advocates and PEC management.

• Overseeing payor contract directory activities, including submission of new clinicians and adds / changes to health plans. • Advising the management team on emerging industry trends and methodologies in managed care contracting, payor relations, and legal issues. • Monitoring new CMS requirements and ensures contract meet the requirements. • Formulating and implementing strategies and initiatives for payor contracting strategies that support business growth and maximizing contract performance and yield. • Possessing extensive market intelligence in order to negotiate strong contracts, and handle payor escalations when higher level issues need to be resolved. • Assisting in evaluating new partnerships in collaboration with other functional teams. • Daily oversight of the contracting teams including establishing metrics to measure performance, monitoring of overall quality, determining team priorities, and managing workflows. • Identifying or creating tools, financial modeling systems or other resources to assist with payor contract evaluations. • Ability to analyze complex data sets resulting in payor contract financial modeling. • Creation of executive leadership and board level presentation materials for purposes of defining Ivy’s payor strategy. • Engagement in thorough review of market expansion opportunities during due diligence of potential strategic partners and acquisitions. • Liaison between Ivy operations and Payor partners to remediate payor issues including, but not limited to, claims, credentialing, & authorization.

• Act as a strategic consultant to business function leaders to identify, vet, and prioritize high-value AI use cases • Partner in the development of comprehensive business cases for new AI investments, translating technical performance metrics into financial and operational KPIs • Present complex AI strategies, risks, and performance metrics to the Executive Leadership Team in a clear, compelling, and non-technical manner • Lead internal AI literacy efforts, guiding different functions on how to strategically leverage and measure the impact of new AI technologies • Lead quick, focused Proofs of Concept (POCs) on emerging technologies • Conduct deep technical due diligence and performance testing on third-party AI vendors • Define the path for moving successful AI prototypes from the pilot environment to enterprise-wide production deployment • Define the technical and architectural roadmap for AI integration • Collaborate with the Security and Compliance teams to define and enforce Responsible AI policies • Serve as the technical expert to ensure AI solutions integrate seamlessly with our core systems

• Manage the daily operations of our Patient Engagement Center (PEC) • Ensure our contact center team members are delivering a world-class patient experience • Responsible for hiring and onboarding, scheduling, performance managing, and reporting on PEC team member performance • Initially support inbound voice interactions, and over time, handle additional interaction channels, such as outbound, chat, and email • Ensure the PEC meets or exceeds department, team, and team member goals and KPIs • Interview, hire, and onboard new PEC Advocates • Coach and performance manage PEC Advocates to maximize productivity and quality • Develop and manage effective daily plan for overseeing PEC operations, including team member schedules and adherence to schedules • Collect and analyze PEC statistics, translate into consumable insights, and make adjustments to operations to improve performance • Monitor live and recorded interactions, provide feedback to PEC Advocates, participate in calibration sessions to ensure alignment on what constitutes a quality interaction • Support new hire and ongoing training through coaching, role play/mock calls, scheduling shadowing/nesting with experienced Advocates • Ensure IVY and PEC policies, procedures, and processes are followed • Produce routine performance reviews for each team member along with a development plan for the coming year • Provide continual evaluation of processes, procedures, and technology and suggest improvements • Understand and perform PEC Advocate duties as needed, to include handling interactions • Perform other duties as necessary to support the PEC and Ivy in meeting objectives and KPIs

• Develop and lead the Quality Assurance (QA) program for our Patient Engagement Center (PEC) by evaluating patient interactions. • Collect and analyze data to improve processes and protocols within the contact center. • Provide in-the-moment coaching to Advocates to improve their performance as measured against KPIs. • Ensure that team members can resolve issues quickly and effectively, de-escalate challenging situations, and provide an exceptional patient experience. • Collaborate with other Ivy departments to ensure process alignment among the PEC, front office, and clinic teams. • Evolve QA program (materials, modalities, processes) as the contact center grows. • Develop strategies to improve PEC KPIs and create reporting structure to share performance trends.

• Provide speech and language therapy services via teletherapy platforms (Microsoft Teams). • Deliver individualized one-to-one attention and customized care plans. • Guide clients and families through technical challenges and encourage caregiver involvement. • Collaborate with physical therapy, occupational therapy, and ABA professionals to ensure holistic care. • Maintain a patient-first mentality with reasonable caseloads and a focus on outcomes. • Commit to a minimum of 15 hours per week, with availability between 3:00–8:00pm local time, EST.