• Research target accounts and key personas to execute multi-channel outreach (phone, email, LinkedIn, events) using concise, personalized messaging to scheduling discovery meetings with Business Development Managers. • Rapidly triage inbound leads, conduct discovery conversations to understand pain points, timeline, and fit, and secure qualified meetings for Business Development Managers. • Partner with Sales and Marketing on account plans, event follow-ups, and targeted plays tailored to verticals such as 3PL, retail/e-commerce, and industrial. • Attend trade shows and pre-book meetings, manage scanners/lead capture, and execute fast, high-quality post-event follow-ups. • Maintain clean CRM data, document call notes and next steps, and meet activity and quality SLAs (e.g., speed-to-lead, sequence conversion). • Develop clear, concise summaries of prospect goals, key stakeholders, and triggers to accelerate deal progression.

• Build FastAPI backend services for Jetson Orin Nano edge devices and cloud C2 infrastructure • Develop real-time web dashboards using React/Next.js (C2) and Alpine.js (edge) that display RF detections, device fingerprints, and exploitation results • Design and implement PostgreSQL/TimescaleDB schemas for time-series RF data and geospatial device tracking • Build WebSocket services for real-time data streaming (<1 second latency) from edge to dashboard • Optimize Python services for Jetson's resource constraints (8GB RAM, ARM architecture, power limits) • Integrate SDR hardware (BladeRF, Ettus USRP) via SoapySDR for RF signal processing and protocol detection • Build exploitation interfaces that integrate RouterSploit with ROE compliance and CVE matching engines • Create offline-capable applications with sync capabilities for intermittent connectivity • Integrate edge services with cloud C2 infrastructure, handling message queues (Kafka) and event streaming • Work with CVE databases and vulnerability matching to connect device fingerprints to exploits

• Drive top-of-funnel activity through outbound prospecting using calls, emails, social, video, and more to reach HR and benefits leaders at mid-size to large employers. • Craft hyper-personalized outreach that aligns with employer goals, challenges, and existing benefit strategies. • Qualify leads and set meetings for Account Executives by uncovering real business pain and identifying decision-makers. • Partner cross-functionally with marketing, sales, and strategy teams to refine messaging and outreach strategies. • Stay sharp on industry trends, the evolving benefits landscape, and how Lantern complements other vendors. • Keep your pipeline and activity meticulously updated in Salesforce. • Test, iterate, and share learnings because we believe the best SDRs are mini marketers and strategic thinkers.

Welcome! We’re excited you’re considering an opportunity with us! To apply to this position and be considered, click the Apply button located above this message and complete the application in full. Below, you’ll find other important information about this position. Come join our Peak Health team at WVU Medicine as a Staff Development Coordinator for Member and Provider Service, contributing to the foundation for an innovative health plan. This position will report to the Service Manager, playing a unique and important role in our mission to change healthcare for the better. The Staff Development Coordinator is primary contact for employee training, onboarding, and resource development. In addition, the Staff Development coordinator will review and monitor general customer and provider inquiries via chat, calls, and service requests. They will be a point of contact for new hires, call quality review, escalations, current staff education, and ensure customer satisfaction. As a subject matter expert in Peak Health, the Staff Development coordinator will be accountable for new team member training to ensure specialists are competent in WVUHS and Peak Health policies and processes of the Peak Health Service team. This position will be a foundational experience for anyone looking to move into Management. MINIMUM QUALIFICATIONS: EDUCATION, CERTIFICATION, AND/OR LICENSURE: 1. High school diploma or equivalent and five (5) years of experience in customer service support. OR 2. Associate degree and three (3) years of experience in customer service support. OR 3. Bachelor’s degree and two (2) years of experience in customer service support. EXPERIENCE: 1. Four (4) years of service environment experience. 2. Two (2) years experience with service technologies including telephony, chat, CRM management, knowledge management, training, and documentation. 3. Two (2) years of health insurance, medical environment experience. PREFERRED QUALIFICATIONS: EDUCATION, CERTIFICATION, AND/OR LICENSURE: 1. Bachelor’s Degree, or greater, in related healthcare field. EXPERIENCE: 1. Two (2) years of experience with Peak Health Member and Provider Service. 2. Five (5) years of service experience, preferably in call center environment. 3. Three (3) to (5) years experience in health insurance. 4. Three (3) years experience in commercial, Medicare, and Medicaid plans. 5. Three (3) years of working in a metric driven environment. CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned. 1. Position requires availability Monday through Friday, 8:00 a.m. to 5:00 p.m. and weekends as needed for Medicare coverage. 2. Provides high-quality instruction grounded in adult-learning methodologies, leveraging multiple training approaches to effectively engage learners and achieve learning objectives. 3. Delivers and manages a comprehensive six-week new hire training curriculum, ensuring all required topics are completed as scheduled and learning objectives are met. 4. Reviews and evaluates call quality, identifies performance trends and areas of opportunity, and delivers structured feedback to staff and leadership to enhance service quality, compliance, and operational performance. 5. Designs and updates of healthcare call-center training materials and staff development programs, leveraging call quality audits, performance outcomes, and CMS guidelines to enhance instructional effectiveness and support compliance and operational goals. 6. Provides one-on-one coaching and facilitates team refresher trainings addressing conflict resolution, adaptability, and time management, identifying performance gaps and providing targeted developmental support to improve call quality, compliance, and member experience. 7. Serves as a single point of contact for higher level of support inquiries for Peak Health. 8. Serve as a point of escalation for member and provider service manager calls, with other team leads. 9. Participate in meetings with other Peak Health departments to stay current on actions affecting Customer Service and Insurance workflows. 10. Acts as a mentor to new team members and ensures new team member competency of policy and procedures of the role. 11. Collaborate with team leadership to align the team with department and corporate goals through training and process management. 12. Respond to chats, calls and service requests from employees and managers in a timely manner with a customer focus and with the goal resolving 90% of the inquiries on first contact. 13. Answer inquiries by clarifying desired information; research, locate and provide information. 14. Resolve problems by clarifying issues; research and explore answers, and alternative solutions; escalate unresolved problems to supervisor. 15. Coordinate other service support activities as assigned by the manager. PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Ability to sit for extended periods of time. WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Standard office environment with electrical equipment (i.e., telephone, personal computer, copier, fax machines, etc.) 2. Computer Software/Systems include but not limited to Microsoft Office Professional Suite (Outlook, Word, Excel, Access), Internet Explorer, and EPIC. SKILLS AND ABILITIES: 1. Exceptional customer service skills. 2. Ability to execute in a fast paced, high demand, environment while balancing multiple priorities. 3. Effective interpersonal skills. 4. Familiarity with Health Insurance practices and procedures. 5. Ability to manage call volume and reduce the number of abandoned calls to improve team performance metrics. 6. Excellent written and oral communication skills. 7. Proficiency with MS Office, Tapestry and other computer applications as required. 8. Ability to utilize search tools and knowledgebase tools to find relevant information. 9. Exercise good judgment in handling sensitive and confidential information and situations Additional Job Description: Scheduled Weekly Hours: 40 Shift: Exempt/Non-Exempt: United States of America (Non-Exempt) Company: PHH Peak Health Holdings Cost Center: 2902 PHH Claims Operations