• Assist leadership in operationalizing strategic priorities tied to renewals, adoption, and customer outcomes. • Support annual and quarterly planning activities, including gathering inputs, preparing materials, and tracking progress against team goals. • Help maintain KPI dashboards, reports, and performance tracking that provide visibility into renewal performance, risk, adoption, and expansion. • Partner with analytics and systems teams to support data accuracy and ensure reporting is reliable and accessible. • Support the execution of Customer Success initiatives such as account ownership updates, enablement efforts, and process improvements. • Help coordinate timelines, track tasks, and assist in keeping stakeholders aligned. • Work with teams such as Sales, Product, Finance, and Operations to help coordinate projects and share updates that support Customer Success priorities. • Assist in analyzing operational challenges affecting Customer Success. Gather data, summarize findings, and contribute ideas that help improve processes and customer outcomes. • Support the rollout of new processes, tools, or programs within the Customer Success organization. Help develop documentation, training materials, and resources that support adoption. • Help prepare presentations, updates, and summaries for internal team meetings and leadership reviews. • Ensure information is clear, organized, and supported by relevant data. • Maintain documentation, track action items, and help ensure initiatives stay organized and on schedule. Contribute to strong operational practices that support team efficiency and visibility.

• Perform third-party reimbursement services • Communicates with personnel of various departments • Has access to patient data through third-party payment logs and, Epic, salary information through Payroll, as needed • Works independently with limited supervision • Uses independent judgement and discretion in making decisions within guidelines defined by Carilion leadership • Work is used in support/preparation of the monthly contractual allowance closings, filing of third-party cost reports and as supporting information in decision making by management • Develops estimates and reports that are significant to Carilion's financial statement accuracy and financial performance • Prepare reimbursement templates; analyze and reconcile third-party accounts; prepare monthly closing and analyses; prepare information for General Accounting to enable management to make informed decisions • Design, review and maintain process for evaluation and estimation of contractual discounts and third-party liabilities • Approach all estimates with an eye towards continuous process improvement • Gather data from multiple sources, conduct data analysis as required to complete Medicare and Medicaid cost reports and other required filings; prepare the cost reports • Review/prepare budgeted contractual adjustments • Work with third-party auditors and coordinate obtaining information requested by the auditors • Conduct reimbursement research • Provide third-party reimbursement support including providing information and analysis to Vice President- Accounting Services, Financial Advisory staff, Service Line managers, and personnel from other departments, as required • Conduct special projects • Provide information and analysis for tax filings • Assist in training new reimbursement staff and financial advisory staff in third-party reimbursement • Serve as information resource for Reimbursement Analyst and Financial Analyst

• Manage the end-to-end mortgage journey, from initial financial analysis and serviceability calculations to final loan lodgment. • Evaluate complex income structures, ensuring strict compliance with "Best Interests Duty" (BID) guidelines. • Proactively manage lender requests to secure timely approvals. • Analyze complex income structures and utilize lender-specific calculators to determine maximum borrowing capacity. • Review Credit Reporting (CCR) and bank statements to validate existing liabilities. • High-accuracy data entry into CRM systems and ensure BID requirements are met. • Proactively address Missing Information Requests (MIR) from lenders to ensure a "one-touch approval" goal. • Liaise with Business Development Managers for policy clarifications and status updates.

• Gather, analyze, and document business and functional requirements from stakeholders and product owners. • Translate business needs into clear user stories, acceptance criteria, and system specifications. • Create and maintain process flow diagrams, use cases, data flow diagrams, and other analysis artifacts. • Facilitate requirements workshops and stakeholder interviews to elicit needs and validate understanding. • Collaborate with engineers, QA, and designers to ensure requirements are clearly understood and testable. • Support backlog grooming and sprint planning by ensuring stories are refined, estimated, and ready for development. • Perform gap analysis between current and desired system states and recommend solutions. • Assist in UAT planning and execution, coordinating business stakeholders through the testing process. • Work with development team through the release step process and assist with Change Management process • Track and manage requirements traceability throughout the delivery lifecycle. • Identify risks, dependencies, and ambiguities early and escalate to appropriate stakeholders. • Assist with bug and incident investigation and triaging • Project Management: work with team members to adhere to project milestones