• Supervise daily operations of the NAF Admin, OTR Admin, and Direct Debit teams • Ensure timely and accurate processing of tasks in alignment with company policies and regulatory requirements • Monitor team compliance with operational procedures, internal controls, and applicable regulations • Identify operational risks and escalate issues to the manager as appropriate • Serve as the primary point of contact for escalations and critical client/partner issues • Track team performance metrics and ensure alignment with departmental goals and service level expectations • Manage workload distribution, schedules, and resource allocation across teams • Identify opportunities for process improvement and recommend solutions to the manager • Lead implementation of workflow enhancements and operational efficiencies • Collaborate with cross-functional teams to streamline processes and support departmental initiatives • Maintain and monitor KPIs and metrics to ensure service quality and operational effectiveness • Ensure adherence to operational controls, compliance requirements, and internal policies • Maintain accurate records and documentation to support audits and regulatory standards • Support cross-functional collaboration to ensure smooth operations • Proactively identify and embrace opportunities to integrate AI and automation technologies into operational processes • Lead, mentor, and coach team members to ensure high performance and engagement • Conduct performance reviews, provide regular feedback, and support performance management processes • Identify skill gaps and develop strategies to build operational bench strength and succession planning • Support onboarding and training for new team members, including process documentation and knowledge transfer

• Verify insurance coverage, eligibility, and benefits for new and existing patients. • Call insurance companies to confirm coverage and resolve issues related to pre-authorizations, referrals, and claims. • Serve as a point of contact for patient questions about insurance coverage, copays, and billing. • Manage and track pre-authorizations for clinical services to ensure timely approval and updates. • Support patients and other Blackbird departments to help ensure continuity of care. • Provide exceptional customer service by actively listening to and addressing patient concerns.

• Collect and assess blockchain intelligence data by partnering with Intelligence team members • Recruit, train, and manage a global network of research contractors • Create clear processes and expectations to ensure consistent, high-quality data collection • Monitor contractor performance and provide feedback, support, and optimization to get the best results from a distributed team • Ensure data collected by contractors is accurately and efficiently entered into internal systems • Act as a key operational connector between stakeholders and intelligence teams

• Manage general administrative tasks, including scheduling, correspondence, and documentation. • Assist with small internal projects and support larger client-related projects. • Maintain organized records and documentation to ensure team efficiency. • Track project timelines, milestones, and priorities to keep projects on schedule. • Coordinate with internal teams and external vendors for smooth project execution. • Prepare presentations, reports, and supporting documents as needed. • Act as a point of contact between the agency, clients, and external vendors. • Draft, review, and manage client-facing documents and correspondence. • Ensure timely, professional, and accurate communication with stakeholders. • Exhibit strong, clear communication skills, both written and verbal, as you will be client-facing during the first 30–45 days of onboarding new clients. • Utilize project management and collaboration tools (e.g., Notion, Google Workspace, Trello/Asana) to monitor tasks and deadlines. • Identify opportunities for process improvements and assist with workflow optimization. • Support preparation for meetings, events, and client calls, including research and logistics.