Sarnova

Role Description The Billing Specialist I will utilize master billing guides and other process instructions to review PCR to ensure medical necessity, reasonableness, level of service, ICD10 coding and mileage is correct. This role is fundamental in Digitech's revenue cycle management process and ensures that claims are coded and billed accurately and timely. The selected Billing Specialist I will maintain a strong working knowledge of billing rules and regulations for all payor types in the various regions for which they process claims. - Review patient medical records and supporting documentation - Add required data elements to the account in the billing platform, including ICD-9 codes, charges, and billing narratives - Ensure all tasks are completed in accordance with Quick Med Claims policies as well as state and federal guidelines - Meet or exceed defined productivity standards for the position - Properly notate accounts reviewed - Attach necessary documentation within the system or to paper 1500s - Obtain additional information from clients when needed, such as HIPAA forms, pre-authorizations from insurance companies, and physician medical necessity forms, in order to submit third-party claims - Review billing documents in the billing platform using dates provided on patient care reports, physician medical necessity forms, and hospital face sheets - Review and validate claims electronically or on paper - Monitor tags or workflows to ensure timely validation of claims - Process all insurance claim forms in accordance with federal and state laws as well as departmental procedures - Provide accurate billing in compliance with regulatory requirements and internal policies and procedures - Demonstrate biller competency by achieving and maintaining billing accuracy scores that meet or exceed expectations during quality assurance and audit activities - Adhere to all Digitech HIPAA privacy policies and procedures, maintaining the confidentiality and security of sensitive patient information - Additional job duties as assigned Qualifications - High School Diploma or equivalent - 1 – 2 years of Medical billing preferred - Certified Ambulance Coder (CAC) preferred - Demonstrated ability or willingness to attain QMC Biller Certification upon employment - Must be able to type 35 wpm - Basic computer skills including ability to utilize multiple windows and programs simultaneously - Customer service oriented - Attention to detail and focus on quality - Organizational skills - Must display sufficient written and oral communication skills - Must have the ability to work in a fast-paced environment - Must have the ability to work with minimal supervision - Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment Benefits - Competitive salary, commensurate with experience - Comprehensive benefits package, including 401(k) Plan Company Description Sarnova is an Equal Opportunity Employer. EO/M/F/Veterans/Disabled.

Role Description We’re building the future of intelligent systems—and we’re looking for an AI and Automation Engineer to help lead the charge. In this role, you’ll design, build, and deploy scalable automation solutions that drive efficiency, reduce manual work, and accelerate innovation across the organization. You’ll work closely with teammates in Information Technology as well as business stakeholders to identify automation opportunities and turn them into reliable, AI-driven workflows. From robotic process automation (RPA) to workflow orchestration and generative AI, your work will have a measurable impact in helping to shape Sarnova’s future. - Design, develop, deploy, and support AI agents using Azure AI Foundry and Microsoft Copilot Studio. - Build conversational, autonomous, and multi-agent solutions using the Foundry SDK, Agent Framework, Responses API, Copilot Studio, and related Microsoft AI technologies. - Design prompt-based and hosted agents, selecting and optimizing models based on business requirements, performance, quality, and cost. - Integrate AI solutions with enterprise data and business systems through APIs, MCP, Power Platform, Dataverse, Dynamics 365, Azure Functions, custom services, and external platforms. - Implement Retrieval-Augmented Generation (RAG) and knowledge-grounding solutions using Azure AI Search, Foundry IQ, and enterprise knowledge sources. - Design and orchestrate multi-agent workflows, Agent-to-Agent (A2A) coordination, routing, and human-in-the-loop processes. - Develop scalable, reusable, secure, and enterprise-ready AI automation solutions. - Monitor, troubleshoot, evaluate, and continuously improve AI solution quality, reliability, safety, and performance. - Create technical documentation, testing assets, operational playbooks, and implementation standards. - Collaborate with business and technical stakeholders to identify, prioritize, and deliver AI-driven solutions that provide measurable business value. - Stay current with emerging AI technologies and advancements across Azure AI Foundry, Copilot Studio, Power Platform, and the Microsoft AI ecosystem. Qualifications - 2+ years of experience in AI development, automation engineering, software development, or a related field. - Hands-on experience designing, developing, deploying, and supporting AI agents using Azure AI Foundry and Microsoft Copilot Studio. - Experience with agent development and orchestration, including prompt-based and hosted agents, Foundry SDK, Agent Framework, Responses API, multi-agent workflows, and agent integrations. - Experience implementing Retrieval-Augmented Generation (RAG) and knowledge-grounding solutions using Azure AI Search, vector search, embeddings, and citation-based responses. - Experience building conversational and autonomous agents in Copilot Studio, including generative answers, knowledge grounding, and workflow automation. - Experience integrating AI solutions with Power Platform, Dataverse, Dynamics 365, APIs, Azure Functions, microservices, and enterprise applications. - Proficiency in Python (preferred), C#, and/or JavaScript/TypeScript, along with modern development tools such as VS Code, Git, Azure DevOps, and Azure CLI. - Knowledge of Model Context Protocol (MCP), custom function tools, external integrations, and API-driven architectures. - Strong understanding of leading LLMs, prompt engineering, context management, conversational memory, model evaluation, and AI solution optimization. - Experience with Azure services including Azure Functions, Azure AI Search, Storage, Key Vault, Microsoft Entra ID, and microservice-based solutions. - Working knowledge of SQL Server, data integration concepts, SharePoint, and Dynamics 365 Finance & Operations and CRM applications. - Familiarity with observability, monitoring, application logging, security, Responsible AI practices, governance, and CI/CD deployment processes. - Experience delivering automation solutions using Power Automate, UiPath, or similar workflow and automation platforms. - Strong analytical, communication, and stakeholder collaboration skills with the ability to translate business requirements into scalable technical solutions. Preferred Qualifications - Bachelor's degree in Computer Science, Software Engineering, Data Science, Information Technology, or a related field; equivalent practical experience will also be considered. - Microsoft certifications related to Azure AI, AI Engineering, Power Platform, Copilot Studio, or Agent Development (e.g., Azure AI Engineer Associate or successor certifications). - Experience in healthcare, regulated, distribution, manufacturing, or other compliance-focused industries with an understanding of security, privacy, and governance requirements. - Experience with one or more of the following advanced Microsoft AI capabilities is highly desirable: - Deploying and managing hosted agents in Azure AI Foundry, including managed runtimes, identity, observability, and enterprise governance. - Designing multi-agent architectures, Agent-to-Agent (A2A) coordination, autonomous workflows, and human-in-the-loop processes. - Developing and maintaining MCP servers, MCP tool catalogs, reusable agent tools, and custom function integrations. - Leveraging Foundry IQ, Azure AI Search, and advanced RAG architectures for enterprise knowledge grounding and retrieval. - Utilizing advanced Azure AI Foundry capabilities such as built-in agent tools, managed memory, evaluation frameworks, observability, guardrails, and governance controls. - Publishing and managing agents across Microsoft Teams, Microsoft 365 Copilot, Dynamics 365, and custom web experiences. - Implementing enterprise AI governance, DLP policies, ALM strategies, environment management, and Responsible AI frameworks. - Experience integrating AI solutions with Microsoft Fabric, Power BI, advanced analytics platforms, or enterprise data ecosystems. - Knowledge of Microsoft Entra Agent ID, managed identities, enterprise authentication, and secure agent access patterns. Physical Requirements - Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment. - Reach with hands and arms. - Talk and hear. - See and be able to read, write, and interpret text. - Employee may use computer, phone, copier, and other office equipment in the course of a day. - Occasionally lift and move objects weighing up to 10 pounds. - Employee may be required to travel for business purposes. - When working remotely, ability to secure confidential information. - When working remotely, perform all duties in a professional environment free of noise or anything that would create a negative customer experience. Work Schedule Employee will be required to work a minimum of forty (40) hours of per week or as many hours as it may take to perform above job duties. Schedule may vary based on business demands and will require a combination of office hours as well as work performed after hours and/or weekends at times. Company Description Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate.

Role Description The Director of Billing Services (Patient Research & Call Center) is a senior leader responsible for the strategic direction, performance, and operational excellence of Digitech’s end-to-end billing and revenue cycle services. This role oversees multiple functional areas, including Patient Research and Call Center. The Director ensures the delivery of accurate, compliant, and efficient billing operations that maximize reimbursement, minimize revenue leakage, and support client satisfaction. This role partners closely with executive leadership to align billing operations with organizational goals, technology initiatives, and regulatory requirements while driving continuous improvement across the EMS revenue lifecycle. - Lead multiple layers of leadership (Managers & Supervisors) across Patient Research and Call Center teams - Establish long-term operational goals focused on scalability, efficiency, compliance, and client outcomes - Partner with executive leadership to align billing operations with company growth, technology, and service delivery strategies - Oversee daily billing operations across the full revenue cycle, from patient research through collections - Ensure high performance across all functions, including productivity, accuracy, turnaround times, and reimbursement rates - Drive standardization and optimization of workflows to improve efficiency and reduce operational risk - Ensure timely and accurate claim submission, follow-up, and resolution across all payer types - Own key financial and operational metrics, including AR aging, denial rates, clean claim rates, and cash collections - Implement data-driven strategies to reduce denials, accelerate reimbursement, and improve overall revenue integrity - Monitor and report on performance trends, identifying risks and opportunities for improvement - Establish accountability frameworks and performance expectations across all levels of the organization - Ensure all billing practices comply with federal, state, and payer regulations, including HIPAA and EMS billing guidelines - Partner with Compliance and QA teams to maintain audit readiness and mitigate regulatory risk - Oversee internal controls, audit processes, and quality standards across all billing functions - Build, develop, and retain high-performing leadership teams across billing operations - Foster a culture of accountability, continuous improvement, and employee engagement - Oversee workforce planning, organizational design, and succession planning for Billing Services - Ensure effective onboarding, training, and professional development programs across teams - Partner with Technology, Product, and IT teams to enhance billing systems, automation, and reporting capabilities - Collaborate with Client Services and Operations to ensure alignment between billing performance and client expectations - Work closely with Coding, QA, and Patient Research leadership to address upstream process gaps and improve claim readiness - Serve as an executive point of contact for key clients regarding billing performance and service delivery - Present performance insights, reporting, and strategic initiatives to internal and external stakeholders - Ensure client satisfaction through consistent service excellence and measurable outcomes - Additional job duties as assigned Qualifications - Bachelor’s degree in Healthcare Administration, Business, Finance, or related field strongly preferred; advanced degree preferred - 8+ years of progressive leadership experience in revenue cycle management, healthcare billing, or EMS billing operations preferred - 5+ years of senior leadership experience managing large, multi-functional teams preferred - Deep expertise across the full revenue cycle, including patient research, coding, billing, QA, and collections - Strong knowledge of Medicare, Medicaid, commercial insurance, and EMS billing regulations - Proven track record of improving financial performance, operational efficiency, and team productivity - Experience in high-volume, technology-enabled, or outsourced billing environments preferred - Strong leadership presence with the ability to influence at all levels of the organization - Strong strategic thinking combined with hands-on operational leadership - Advanced analytical skills with the ability to translate data into actionable business decisions - Exceptional communication and stakeholder management skills - Proven ability to scale operations and lead through organizational growth and change - Strong process improvement mindset with experience driving large-scale initiatives - High level of accountability, ownership, and results orientation - Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment Benefits - Competitive salary, commensurate with experience - Comprehensive benefits package, including 401(k) Plan

Role Description The Cash Posting Representative plays a critical role in Digitech’s revenue cycle operations by accurately posting, allocating, and reconciling payments received from Medicare, Medicaid, commercial insurance carriers, and patients. This position ensures that all incoming payments are correctly recorded and that client accounts remain balanced and up to date. The ideal candidate is detail-oriented, highly organized, and committed to maintaining precision in a fast-paced, high-volume environment. This role reports to the Manager of the Cash Posting Department and is 100% remote. - Receive, process, and reconcile payments from multiple sources, including electronic funds transfers (EFTs), paper checks, and credit card transactions. - Accurately post payments and adjustments to patient accounts in accordance with payer rules, internal procedures, and client-specific requirements. - Perform daily balancing of assigned client accounts, ensuring that all payments, deposits, and batch totals align with financial documents and internal records. - Reconcile transactions against bank statements and related documentation to ensure accuracy, identify discrepancies, and resolve issues promptly. - Research and resolve posting variances, missing payment details, misapplied funds, and other exceptions to support accurate account maintenance. - Maintain timely and detailed documentation of all posting activities, reconciliations, and variances in alignment with department standards. - Collaborate with team members, supervisors, and cross-functional departments, including Billing, Payment Posting, and Client Support, to resolve complex posting issues. - Support special projects such as bulk reconciliations, process improvements, or new client onboarding as assigned by the Cash Posting Manager. - Additional job duties as assigned. Qualifications - High School Diploma or equivalent. - Previous experience processing payments, reconciling accounts, or working in cash posting or revenue cycle roles is preferred. - Strong multitasking ability with the capacity to manage high-volume, deadline-driven work. - Demonstrated ability to work collaboratively with internal teams and external partners. - Professional, courteous, and positive demeanor when interacting with clients, teammates, and other departments. - Ability to maintain composure and accuracy under pressure or during periods of high workflow. - High computer literacy, including comfort navigating multiple systems and working with dual monitors. - Strong follow-through and commitment to accurate, timely completion of work. - Solid mathematical skills and financial accuracy; ability to identify and resolve numerical discrepancies. - Dependable, punctual, and accountable, with a willingness to ask questions and seek clarification when needed. - Quick learner with strong attention to detail and a habit of maintaining clean, organized records. - Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment. Benefits - Competitive salary, commensurate with experience. - Comprehensive benefits package, including 401(k) Plan.

Role Description The Regional Sales Manager (RSM) is responsible for calling on Emergency Medical Service Departments, Fire Departments, Ambulance Services, hospital-based transport programs, air medical services, and other pre-hospital healthcare organizations within an assigned territory. The RSM is responsible for developing new business opportunities, identifying upcoming solicitations and contract opportunities, and presenting the Company's EMS billing and revenue cycle management solutions to prospective clients. - Build, develop, and manage accounts in an assigned territory. - Meet monthly, quarterly, and annual sales goals. - Research, monitor, and track potential RFPs and bid opportunities, with the goal of meeting decision-makers prior to formal solicitation. - Identify and qualify prospects through telephone outreach, cold calling, networking, industry events, referrals, and other business development activities. - Develop proposals, pricing strategies, and sales presentations for prospective customers. - Develop and maintain relationships with municipal leaders, EMS chiefs, finance stakeholders, hospital administrators, and other decision-makers to maximize the likelihood of closing new business. - Partner with Marketing, Sales, Operations, and leadership to review RFPs, support proposal strategy, and align solutions with client needs. - Assist with gathering competitive intelligence, monitoring competitor activity, and sharing findings with the sales team. - Support public records research and maintain relevant business intelligence in CRM and shared internal systems. - Analyze awarded contracts, incumbent relationships, and market developments, and share findings with leadership. - Meet deadlines and requirements for contracts, bids, proposals, and related sales activities in the assigned territory. - Represent the Company at trade shows, conferences, association meetings, and customer events to promote the brand and generate leads. - Maintain accurate pipeline activity, forecasting, and account records in CRM. - Collaborate with internal teams to support successful transition from sale through implementation and ongoing account growth. - Perform additional job duties as assigned. Qualifications - Bachelor's degree in Business Administration or a related field preferred but not required. - Minimum of 3 years of successful outside professional sales experience with documented annual achievement in one of the following areas: experience in EMS or Fire, healthcare revenue cycle management, medical billing, municipal sales, or healthcare technology is strongly preferred. - Demonstrated ability to develop new business and close complex sales opportunities involving multiple stakeholders. - Excellent customer relations and interpersonal skills, with the ability to work effectively with individuals at all levels inside and outside the organization. - Strong written and verbal communication skills, including the ability to effectively present information and respond to questions from small and large groups. - Experience scheduling appointments and meeting with high-level decision-makers. - Ability to work under strict deadlines and manage multiple pursuits simultaneously. - Experience with Salesforce CRM software and Microsoft Office products. - Effective time management, territory management, and organizational skills. - Strong proficiency with Microsoft Word, Excel, and PowerPoint. - Ability to analyze and interpret customer reports, municipality or private service bid documents, governmental regulations, and industry materials. - Experience with municipal procurement processes including RFP and RFI solicitations, public-sector contracting, and competitive bid environments. - Ability to write reports, business correspondence, proposals, and related sales documentation. - Ability to calculate and discuss pricing and revenue impact. - Ability to independently manage all aspects of the job role, including goals and business practices, in a remote environment. - Working knowledge of ambulance reimbursement, compliance considerations, and operational challenges within the EMS industry is a plus but is not required. Requirements - Ability to talk, hear, and see clearly to read and interpret information. - Regular use of a computer, phone, and standard office equipment. - Ability to travel for business purposes applicable to prospect meetings, shortlists, conferences, and trade events. - Ability to secure confidential and proprietary information. - Perform all duties in a professional environment free of distractions that would create a negative customer experience. Benefits - Competitive salary, commensurate with experience. - Comprehensive benefits package, including 401(k) Plan. Company Description Sarnova is an Equal Opportunity Employer. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.

Role Description The Billing Resolution Specialist (BRSI) plays a critical role in Digitech’s RCM process by ensuring claims are coded and billed accurately and in a timely manner. The BRSI must maintain a strong working knowledge of billing rules and regulations for all payor types across the various regions in which they process claims. This role requires strong attention to detail and a commitment to the highest quality standards. The BRSI is primarily focused on resolving any issues that prevent a claim from being released to the appropriate payor. Maintaining the highest billing standards is essential to Digitech achieving its overall quality goals and vision: to be the trusted partner of choice that 100% of our clients would recommend to a friend or colleague. - Perform post-billing review for eligible/valid patient or other applicable signatures to release claims for payment - Conduct post-billing review for third-party liability coverage - Review hospice-related claims to determine the appropriate payor - Review insurance information captured after initial billing to determine the correct payor - Submit new and corrected claims through online payor portals - Perform quality assurance reviews of claims processed by other segments - Attend and actively participate in team huddles and other required meetings - Consistently meet or exceed production goals while maintaining high-quality work - Provide timely feedback to leadership based on tasks worked - Maintain a high level of compliance with all regulatory requirements and internal policies and procedures - Adhere to all Digitech HIPAA privacy policies and procedures, maintaining the confidentiality and security of sensitive patient information - Additional job duties as assigned Qualifications - High School Diploma or equivalent - 3+ years EMS Billing preferred - Certified Ambulance Coder (CAC) preferred - Demonstrated ability or willingness to attain QMC Biller Certification upon employment - Highly detail-oriented - Proficient in Excel functions such as filters, pivot tables, and conditional formatting - Strong working knowledge of EMS billing rules and regulations, and a clear understanding of health insurance payor groups (Medicare, Medicaid, Commercial) - Ability to identify problems and escalate issues appropriately to leadership - Ability to quickly adapt to, learn, and retain changing client, payor, state, and MAC region rules and specifications - Quality-focused and process-driven - Excellent problem-solving skills - Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment Benefits - Competitive salary, commensurate with experience - Comprehensive benefits package, including 401(k) Plan Company Description Sarnova is an Equal Opportunity Employer. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.

Role Description The AR Management Specialist will provide support across all aspects of insurance and patient billing to ensure prompt and accurate payment to the client or provider for all monies owed by both patients and insurers. - Make telephone calls to patients, hospitals, insurance companies, facilities, and attorneys as needed to research claims or obtain additional insurance information. - Contact insurance carriers to inquire about the status of past-due accounts. - Meet or exceed defined productivity and quality standards. - Document details of activity on each account in the claims processing system. - Follow up on self-pay accounts, including contacting patients by telephone to inquire about insurance coverage or establish payment plans. - Maintain workflow to keep aging accounts at a minimum by following up on unpaid claims daily. - Follow up on accounts that have reached collections to ensure they have been fully worked before referral to an external collection agency. - Follow up on any assigned special projects designated by the Manager. - Perform quality checks on assigned claims. - Maintain confidentiality regarding all assignments. - Perform job responsibilities and tasks according to company standards, as well as state and federal guidelines. - Demonstrate the highest level of compliance with all laws and regulations, including but not limited to HIPAA. - Ensure consistent adherence to company attendance policies. - Additional job duties as assigned. Qualifications - High School Diploma or equivalent required. - Minimum of 1 year of experience in healthcare claims processing, billing, or accounts receivable. - Hands-on experience preparing and submitting insurance appeals, including understanding remittance advices, payer denial codes, and payer timely filing limits. - Familiarity with ICD-10, HCPCS, and general medical terminology. - EMS billing experience strongly preferred; experience in other medical specialties will be considered. - Proficiency with various web platforms, including billing software and payer portals. - Prior customer service experience with the ability to work collaboratively with other departments and team members. - Basic computer knowledge and experience using Microsoft Office. - Strong customer service skills and experience. - Strong interpersonal, organizational, communication, and time-management skills. - Strong investigative and research skills, with the ability to resolve complex billing issues. - Effective critical thinking and analytical abilities. - Ability to work independently in a fast-paced, adaptive environment with minimal supervision. - Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment. Benefits - Competitive salary, commensurate with experience. - Comprehensive benefits package, including 401(k) Plan.

Role Description The Special Utilities Billing Representative is responsible for resolving claims that are pending, unable to be released, denied, or incorrectly paid by insurance carriers. This role requires strong follow-through, attention to detail, and the ability to manage multiple priorities effectively. This role is a remote, work from home position. The Representative will work Monday through Friday, standard business hours, on an Eastern Time schedule. - Review claims that have been put on hold, working to identify causes and address issues causing them to remain on hold. - Address claims that have been identified as paid by locating deposit information. - Complete basic credentialing updates with insurance companies. - Review patient accounts with multiple transports to ensure the system has the correct coordination of benefits. - Handle all correspondence that comes to EMS lockbox (denial EOBs, patient invoices, attorney requests, etc.). - Document all findings and actions in the appropriate systems with accuracy and attention to detail, maintaining full compliance with HIPAA and internal quality standards. - Work with insurance companies over the phone, collecting claim status, deposit information, etc. - Additional job duties as assigned. Qualifications - High School Diploma or equivalent. - Strong ability to multi-task and manage competing priorities with accuracy. - Ability to work independently and remain focused in a remote, deadline-driven environment. - Collaborative team player with the ability to communicate professionally with internal departments and external partners. - Pleasant, professional, and customer-focused demeanor. - Ability to maintain composure and deliver quality work under pressure. - Strong computer literacy, including comfort working with dual monitors and navigating multiple systems simultaneously. - Excellent follow-through, attention to detail, and accuracy in data review. - Strong written communication skills, including grammar and documentation clarity. - Ability to meet strict deadlines while maintaining high-quality work. - Reliable, punctual, and dependable with strong work accountability. - Quick learner who takes clear, organized notes during training. - Comfortable asking questions and seeking clarification when needed. - Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment. Benefits - Competitive salary, commensurate with experience. - Comprehensive benefits package, including 401(k) Plan.

Role Description The Call Center Supervisor is responsible for leading, coaching, and supporting a team of Call Center Specialists and Senior Call Center Specialists within a fully remote, high-volume call center environment. This role ensures the delivery of high-quality patient service while meeting productivity, quality, compliance, and turnaround time expectations. The Supervisor plays a critical role in real-time operations, handling escalated patient issues, monitoring team performance, providing ongoing feedback and development, and partnering with leadership to drive continuous improvement. Success in this role requires strong leadership skills, sound judgment, and the ability to balance team support with operational accountability. Essential Duties and Responsibilities: - Directly supervise and support a team of Call Center Specialists and Senior Call Center Specialists, providing day-to-day guidance, coaching, and performance oversight. - Monitor queue activity, staffing coverage, and workloads to ensure service levels, response times, and productivity targets are met. - Handle or oversee escalated patient calls, including complex or sensitive billing issues requiring advanced customer service and problem resolution. - Serve as a point of escalation for team members, assisting with complex account research, policy interpretation, and decision-making. - Conduct regular call monitoring, quality reviews, and documentation audits; provide timely, constructive feedback and coaching. - Support onboarding and training of new hires, including reinforcement of workflows, systems, compliance standards, and customer service expectations. - Track individual and team performance metrics, including call volumes, quality scores, adherence, and turnaround times. - Partner with Call Center leadership to address performance gaps, implement corrective action plans, and recognize high performance. - Ensure consistent adherence to HIPAA regulations, company policies, client-specific requirements, and compliance standards. - Communicate updates, process changes, and client requirements clearly and consistently to the team. - Identify trends, recurring issues, or process inefficiencies and escalate recommendations for improvement. - Foster a positive, collaborative team culture that supports engagement, accountability, and continuous improvement. - Assist with scheduling, attendance tracking, and coverage planning in a remote environment. - Maintain accurate documentation related to coaching, performance discussions, and employee development. - Additional supervisory or operational duties as assigned. Qualifications - High School Diploma or Equivalent required; Associate’s or Bachelor’s degree preferred. - Minimum 5+ years of call center or customer service experience, preferably in healthcare or billing environments. - 2+ years of experience in a leadership, lead, or supervisory role strongly preferred. - Prior experience managing escalations and coaching team members. - Prior experience handling escalated or complex customer interactions strongly preferred. - Bilingual (English/Spanish) preferred. - Strong understanding of call center operations, performance metrics, and quality standards. - Healthcare billing and insurance knowledge strongly preferred. - Proficiency in Microsoft Office applications (Outlook, Word, Excel) and call center systems. - Ability to analyze performance data and translate insights into coaching and action plans. - Excellent communication and interpersonal skills, with the ability to lead difficult conversations professionally and constructively. - Proven ability to remain calm and decisive in high-pressure, fast-paced environments. - Strong problem-solving and conflict-resolution skills. - Highly organized with the ability to manage multiple priorities and deadlines. - Reliable, punctual, and dependable with strong accountability. - Ability to lead and support a remote team while maintaining engagement and performance standards. - Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment. Benefits - Competitive salary, commensurate with experience. - Comprehensive benefits package, including 401(k) Plan.

Role Description The Software Architect will lead the design and implementation of scalable, secure, and high-performing applications using Ruby on Rails, JavaScript, HTML, CSS, and SQL, while incorporating IoT concepts into enterprise solutions. This role requires deep technical expertise, architectural vision, and hands-on leadership to guide development teams and ensure alignment with business objectives. As a senior technical leader, you will shape Sarnova’s technology strategy and ensure our platforms deliver reliability, security, and innovation. Your architectural decisions will directly impact scalability, data integrity, and user experience—enabling faster product delivery, improved operational efficiency, and enhanced connectivity for healthcare professionals and IoT-enabled devices. - Define and document system architecture for web applications, APIs, and IoT integrations using Ruby on Rails and modern web technologies - Provide guidance to development teams on best practices, coding standards, and architectural principles - Design frameworks for connecting IoT devices to enterprise systems, ensuring secure data transmission and real-time analytics - Ensure robust implementation of front-end (JavaScript, HTML, CSS) and back-end (Ruby on Rails, SQL) components - Optimize application performance, database queries, and infrastructure for high availability and low latency - Implement security protocols, encryption standards, and compliance measures (HIPAA-adjacent where applicable) - Work closely with product managers, business analysts, and stakeholders to align technical solutions with business goals - Evaluate new tools and frameworks for IoT, cloud, and web development; recommend adoption strategies - Maintain architectural diagrams, technical specifications, and integration guidelines - Additional job duties as assigned Qualifications - Bachelor’s degree in Computer Science, Information Systems, or related field required - 7–10 years of experience in software architecture and development - Expert-level proficiency in Ruby on Rails, JavaScript, HTML, CSS, and SQL - Strong understanding of IoT concepts, device connectivity, and data streaming - Proven experience designing scalable, secure, and high-performing web applications - Hands-on experience with API design, microservices, and cloud platforms (AWS, Azure, or GCP) - Familiarity with Agile/Scrum methodologies and tools (Jira, Confluence) - Excellent communication skills - Strategic thinking with hands-on technical depth - Strong problem-solving and decision-making skills - Experience with IoT protocols (MQTT, CoAP) and edge computing preferred - Exposure to data analytics, real-time dashboards, and event-driven architectures preferred - Certifications in AWS Solutions Architect, IoT, or similar preferred - Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment Benefits - Competitive salary, commensurate with experience - Comprehensive benefits package, including 401(k) Plan