SafeRide Health

• Build and optimize the end-to-end driver funnel, including sourcing, signup, credentialing, activation, and retention • Identify and activate high-value driver channels such as Uber/Lyft drivers, existing NEMT drivers, and local recruits • Design and execute recruiting experiments across events, outreach, referrals, and incentive structures • Translate driver objections, drop-off points, and churn insights into improvements across onboarding, communications, and support • Develop market-specific playbooks for low-density environments focused on trust, earnings predictability, and route quality • Evaluate and prioritize markets, neighborhoods, and driver segments for launch and scale • Build and refine operating playbooks across onboarding, credentialing, training, dispatch, ride execution, and payouts • Partner with Credentialing, Legal, and Compliance to ensure regulatory adherence and audit readiness across markets • Collaborate with Product and Strategy to improve systems including Salesforce workflows, routing logic, and driver experience • Help shape pricing, route design, acceptance rules, and support flows to meet reliability and unit economics goals • Develop scalable SOPs to transition IDN from pilot to broader rollout • Identify operational gaps early and implement solutions before they scale • Spend time in-market to understand driver behavior, local dynamics, and route feasibility • Build relationships with drivers and community partners while influencing without direct authority • Bring field insights into strategic decisions on recruiting, onboarding, routing, and retention • Operate effectively in ambiguity, balancing speed with sound judgment in a regulated healthcare environment • Contribute to IDN organizational design, hiring, and workflow development as the network grows • Own key marketplace metrics including funnel conversion, driver activation, ride completion, retention, and member experience • Use data and field insights to improve supply efficiency, route quality, and driver satisfaction • Rapidly test hypotheses, run experiments, and codify learnings into repeatable playbooks • Stay current on marketplace and contractor network best practices to improve performance and scalability

• Keeping systems and services running smoothly with minimal downtime by focusing on availability, reliability, and scalability. • Developing and maintaining tools and scripts to automate repetitive tasks such as deployments, configuration management, and monitoring. • Implementing and managing monitoring and alerting systems to provide visibility into system performance and quickly detect potential issues. • Responding to, diagnosing, and resolving system incidents, including conducting post-mortems to prevent future occurrences. • Monitoring system resource usage to forecast future needs and scale systems accordingly to handle increasing user load. • Collaborating with stakeholders to identify operational risks and implementing strategies to reduce their likelihood and impact. • Analyzing metrics from operating systems and applications to identify areas for performance improvement. • Provide direction to a team of direct reports and matrixed resources in alignment with Site Reliability objectives. • Manage performance of SRE team members through regular 1:1s, coaching sessions, performance reviews, and performance management when necessary.

• Support the development, implementation, and continuous improvement of enterprise compliance programs and infrastructure • Draft, review, and maintain compliance policies, procedures, and operational controls • Assist in building scalable compliance and risk management processes across the organization • Support compliance committee activities, reporting, and follow-up actions • Lead and support client, government, and internal audit activities, including Medicaid and Medicare Advantage audits • Coordinate audit responses, documentation collection, issue tracking, and remediation efforts • Manage external and internal corrective action plans (CAPs) from intake through resolution • Conduct internal audits, monitoring activities, and compliance risk assessments • Support encounter, operational, and delegated entity compliance oversight initiatives • Provide practical legal and regulatory guidance related to healthcare compliance, Medicaid, Medicare Advantage, HIPAA, and related healthcare regulations • Conduct regulatory research and interpret federal and state requirements for operational stakeholders • Advise internal teams on compliance risks and mitigation strategies • Support implementation of regulatory and contractual requirements across business operations • Support privacy compliance initiatives and advise on HIPAA-related matters • Assist with investigations, issue resolution, and documentation related to compliance concerns • Partner with internal stakeholders and outside counsel on litigation support and regulatory matters, as needed • Collaborate with Operations, Security, Product, HR, and Client Success teams to embed compliance into day-to-day operations • Foster a proactive culture of compliance, accountability, and ethical decision-making.

Claims Processing Specialist - Bilingual (Spanish) Finance - San Antonio, Texas (Hybrid) SafeRide Health is looking for a hands-on Claims Specialist to scale SafeRide. We are looking for a leader with deep experience managing Medicare and Medicaid programs as we scale past $100M in annual revenue. The Billing Specialist is responsible for elevating SafeRide’s billing function and continuously enhancing the effectiveness of the organization. Strong business and financial orientation as well as a passion for growth and development are critical for this role. Responsibilities: - Facilitates data processing and processes claims for NEMT and GMR rides. - Performs reconciliation of billing data to encounter data. Works closely with the operations team to resolve issues. - Work with internal operations and project teams to solve claims-related problems, benefit plans research and provider contract interpretation and configurations. - Communicate and work with providers to get claims issues resolved and paid accurately and in accordance with healthcare/Medicare/Medicaid regulations, policies, and payment policies and guidelines. - Receive incoming calls from providers, customers, vendors, and internal groups, to successfully analyze the caller's needs, research information, answer questions, and resolved issues and/or disputes in a timely and accurate manner. - Identify issues negatively impacting the provider community including but not limited to system set up, required benefit modifications, EDI logic, provider education, claim examiner errors, and authorization rules. - Develops and implements policies, processes and procedures that incorporate industry best practices, and reinforces high quality standards within the Billing team. - Served as the Billing team’s subject matter expert and primary contact for claims related projects and critical activities. - Mentors junior team members and provides internal claims team training, coaching, guidance, and assistance with complex issues. - Implement: Scalable and accurate billing operations systems leveraging best in class technology. This includes financial reporting for management, clients and designated state and federal agencies (e.g., HHSC in Texas). - Champion and reinforce SafeRide’s culture. Required Education/Experience: - Minimum 1 years of experience in billing/claims management - Must be bilingual Spanish Speaking Preferred - NEMT/transportation background preferred - Knowledge of CMS/HHSC regulations preferred Skills - Strong data skills in Excel/Sheets, including pivot tables, v-lookups, etc. - Self-starter, ability to work independently and in a team environment. - Strength in problem solving, applying hard data and qualitative insight to frame problems and develop novel solutions - Ability to adapt to unforeseen circumstances quickly - Keen attention to detail - Ability to work with a variety of stakeholders What we offer you - An inclusive, encouraging and collaborative company culture - Strong support for career growth, including access to our investor communities - Competitive compensation with upside for growth (including stock options and performance grants) - Competitive benefits including health/vision/dental insurance, 401k match and 18 day’s PTO

• Contact healthcare facilities to verify past and upcoming member rides or claims, ensuring trip accuracy and compliance. • Identify and assess transportation provider fraud by utilizing SafeRide’s Jira fraud-tip system. • Monitor for emerging fraud patterns and high-profile cases and proactively communicate findings to management for further review and process improvement. • Utilize Excel to organize, track, and maintain ride verification and fraud investigation data with accuracy and consistency. • Leverage Amazon QuickSight to generate, analyze, and interpret reports that support fraud detection, operational insights, and performance tracking. • Coordinate with internal teams (e.g., Member Services) to match recurring ride patterns to efficient scheduling paths and reduce service gaps.

We’re excited to share this opportunity with our internal team. This role is open to current SafeRide Health employees only. Job Summary At SafeRide Health, we are committed to ensuring transportation is never a barrier to care — especially for our most vulnerable populations. As a Focus Member Coordinator, you will deliver proactive, white-glove support to high-priority members through a tier-based service model. This role combines empathy, operational precision, and problem-solving to ensure every ride is seamlessly executed. You will monitor ride dashboards, confirm details in advance, and serve as the primary point of contact for member inquiries, resolving issues with professionalism and care. By collaborating closely with routing, network, and operations teams, you will play a direct role in protecting access to care for those who need it most. Key Responsibilities White-Glove Member Support - Deliver high-quality, personalized service to Focus Members, ensuring their unique needs are met with empathy and efficiency. - Proactively confirm and support upcoming rides in coordination with the Routing Team, guided by member tier designations. - Provide real-time assistance through the Focus Member phone line, addressing inquiries and mobility accommodations with tact and professionalism. Dashboard & Data Management - Monitor the Focus Member Dashboard to track key metrics, active memberships, and expiration dates. - Identify and escalate errors, discrepancies, or potential service issues. - Maintain accurate records to ensure continuity and quality of service. Cross-Team Collaboration - Partner with Routing, Network, and Member Services teams to resolve issues before they impact members. - Share insights and feedback to improve workflows and enhance member experience. - Ensure consistent, clear communication across all stakeholders supporting Focus Members. Advocacy & Mission Alignment - Act as an advocate for Focus Members, ensuring their needs are prioritized in line with SafeRide’s mission. - Uphold SafeRide’s standards of compassion, professionalism, and member-first service delivery. Required Qualifications - High school diploma or equivalent. - Strong communication skills (verbal, written, and phone-based). - Demonstrated empathy, professionalism, and problem-solving ability in member or customer interactions. - Proven ability to manage multiple priorities in a fast-paced environment. - Demonstrated empathy, professionalism, and problem-solving ability in member or customer interactions. Preferred Qualifications - Associate’s degree in Healthcare, Communications, or related discipline. - Familiarity with dashboards, reporting tools, or CRM systems. - Prior exposure to working with vulnerable or high-acuity populations. - Experience in healthcare services, transportation coordination, or member services. Benefits We offer a remote-first work environment, competitive compensation, and comprehensive benefits including: - Competitive salary, annual bonus opportunities, and equity options - Remote with flexible hours - Comprehensive medical, dental, and vision insurance - 401(k) with company match - Generous PTO, paid company holidays, and paid parental leave - Career growth and development opportunities in a mission-driven organization SafeRide Summary SafeRide Health is a technology and services company dedicated to reducing barriers to care by improving the delivery of non-emergency medical transportation to people across America. SafeRide employs proprietary technology, paired with a nationwide network of vetted transportation providers. This enables payers and health systems to intelligently deliver cost-effective, on-demand transportation, enhancing the patient experience in the process. SafeRide serves the largest Medicare Advantage, Medicaid, and provider programs in the country. Learn more at www.saferidehealth.com. Location Remote, Texas (Remote) Department Member Services Employment Type Full-Time Minimum Experience Entry-level

• Directly supervise, coach, and develop a team of Client Escalation Specialists through regular feedback, performance management, and professional development. • Establish team priorities and manage workload distribution to ensure service levels and response expectations are consistently met. • Conduct quality reviews, team meetings, and one-on-one coaching sessions to maintain a high standard of escalation management. • Foster a culture of accountability, urgency, collaboration, and client-focused problem solving. • Oversee the intake, tracking, investigation, and resolution of escalated issues from health plan clients. • Serve as the primary escalation point for complex issues that require advanced troubleshooting or executive-level communication. • Coordinate cross-functional resolution efforts by engaging the appropriate internal teams and ensuring complete documentation and context are provided. • Maintain ownership of escalations through final resolution, communicating updates and outcomes to both internal stakeholders and clients. • Represent the Client Escalation function in client meetings and serve as a trusted resource for health plan partners. • Develop and maintain expertise in health plan contracts, operational requirements, client-specific procedures, and escalation preferences. • Stay current on operational workflows across departments to accurately assess root causes and determine appropriate resolution paths. • Serve as a subject matter expert and resource for the escalation team regarding payer-specific requirements and operational processes. • Develop, maintain, and enhance standard operating procedures, escalation workflows, training materials, and knowledge resources. • Optimize the use of escalation management platforms, including Zendesk and related reporting tools. • Analyze escalation trends, root causes, and performance metrics to identify opportunities for operational improvement. • Partner with internal stakeholders to address recurring issues and reduce future escalation volume. • Produce regular reporting on escalation volume, resolution timelines, root causes, and client satisfaction metrics. • Collaborate with Account Management and Client Relations teams to proactively communicate trends, resolutions, and improvement initiatives.

• Take inbound calls from Members, Medical Facilities, Transportation Providers, and Health Plans. • Accurately gather and enter detailed trip information to ensure successful ride scheduling and completion. • Confirm member eligibility and review transportation benefits. • Respond to member inquiries regarding transportation services. • Identify and assess members’ additional needs and escalate when appropriate. • Intake and document member concerns and complaints in accordance with internal guidelines. • Collaborate with internal departments to resolve real-time service issues. • Perform other duties as assigned.

• Take inbound calls from Members, Medical Facilities, Transportation Providers, and Health Plans in both English and Spanish. • Accurately gather and enter detailed trip information to ensure successful ride scheduling and completion. • Confirm member eligibility and review transportation benefits. • Respond to member inquiries regarding transportation services in both languages. • Identify and assess members’ additional needs and escalate when appropriate. • Intake and document member concerns and complaints in accordance with internal guidelines. • Collaborate with internal departments to resolve real-time service issues. • Perform other duties as assigned.

• Monitor daily performance metrics for the AI system, including success rates, failure rates, and handoff trends—especially following releases or new plan launches • Use data to develop and test hypotheses to improve system performance and member experience • Diagnose production issues and member complaints by listening to calls directly in the AI platform, identifying root causes, and coordinating resolutions • Lead post-launch monitoring windows to validate performance and catch issues early, combining dashboard analysis with direct call listening. • Understand SafeRide API capabilities and limitations, and recommend specific enhancements needed to deliver required outcomes • Intake health plan SOPs from internal stakeholders and translate them into clear, AI-compatible requirements for implementation • Review UAT packages from the AI vendor, testing end-to-end call flows, identifying bugs, and providing go-live sign-off • Manage phased rollouts across health plans, tracking readiness, dependencies, and rollout sequencing • Serve as the primary internal point of contact for AI system updates, issues, and launches, providing clear, audience-tailored communication to leadership, operations, and growth teams • Act as the primary partner to the AI vendor, managing bug fixes, feature development, UAT, and launch execution • Maintain accurate, up-to-date plan configuration documentation as a source of truth for active plans, credentials, and routing logic • Partner closely with internal AI, operations, and growth teams to align on priorities, support implementations, and drive adoption of new capabilities.