Velvet CARE sp. z o.o.

• Managing BPO vendor relationships and offshore team leads • Coordinating across operations functional domain leads • Vendor performance management and scorecard tracking • Escalation path ownership • Onboarding new vendors and overseeing hiring cohorts • Setting and enforcing vendor performance standards • Coverage planning (OOO, volume spikes)

• Research and document prior authorization and benefit verification requirements across diverse payors (commercial plans, state Medicaid programs, etc.) • Investigate payor-specific submission processes: required documents, portals, fax numbers, CPT code requirements, and policy updates • Stay informed on payor policy changes, especially those affecting authorization processes and benefit structures • Navigate payor websites, newsletters, and representative communications to gather accurate, up-to-date information • Validate information from multiple sources and determine credibility of payor guidance • Work independently to solve ambiguous problems where established processes don't yet exist • Communicate findings clearly to cross-functional stakeholders and adapt quickly to feedback • Handle tight deadlines and shifting priorities in a fast-paced startup environment

• Serve as the first-line technical support for internal teams, resolving issues directly wherever possible and escalating as necessary • Monitor and respond to technical questions from multiple stakeholders in parallel, while maintaining professionalism and urgency • Partner closely with Silna’s CTO on system improvements, tooling changes, and security best practices • Own technical onboarding for new hires, including account creation, permissions and access setup, and tool provisioning • Troubleshoot issues related to user accounts and access, password resets and authentication, SaaS tools and internal systems, etc. • Coordinate with vendors and service providers as needed • Help ensure broad reliability, access control, and basic security hygiene across the business

• Deliver exceptional, empathetic support to healthcare providers who rely on our platform • Manage increasing ticket volume with operational excellence and attention to detail • Understand customer needs and identify opportunities to improve their experience • Serve as the voice of the customer internally, advocating for their needs and pain points • Triage and prioritize tickets, identifying which require escalation to specialized teams • Handle tickets efficiently while maintaining high-quality, personalized responses • Build and maintain response templates that ensure consistency and efficiency • Develop processes and workflows that scale with our growing customer base • Work closely with Product, Engineering, and Operations teams to address systemic issues • Translate customer feedback into actionable insights for product improvements • Collaborate on building out our help center and self-service resources • Partner with teams to minimize support needs through proactive solutions • Master various communication tones appropriate for different customer situations • Create clear, empathetic responses that resolve issues and build customer confidence • Document common issues and solutions to improve knowledge sharing • Build processes that ensure no customer inquiry falls through the cracks