• Act as the primary point of contact for customers with upcoming sales visits or supply inspections. • Make outbound reminder calls to confirm appointments and reduce no-shows. • Follow up with customers to ensure they are prepared for their visit or inspection (documents, location, requirements). • Handle general customer inquiries related to appointments, onboarding steps, locations, and Kavak processes. • Manage appointment rescheduling or cancellations efficiently while coordinating with internal teams. • Record and update appointment confirmations, follow-ups, and customer interactions in internal CRM and scheduling systems. • Escalate issues or risks that may impact appointments to the relevant Sales or Supply teams. • Provide clear and timely updates to internal stakeholders to ensure appointment readiness. • Proactively identify recurring issues affecting attendance or onboarding and report them for process improvement.

• The Patient Advocate will be on the front lines and will act as the face of the organization for our customers including clinics, physicians, medical staff, and patients. • Responsible for coordinating testing services for patients by reviewing test request forms and additional documentation submitted with a patient specimen to ensure accurate and timely testing. • Working with healthcare providers to complete the required documentation and sample submission. • Confirming insurance eligibility and benefit levels. • Communicating with patients to explain insurance coverage benefits and test information including process and turnaround time. • Employee will be on the phone approximately 60-80% of the time. • Independently manage assigned work and meet production and quality metrics. • Be the hub across all departments: work with the technology, revenue cycle, field sales, and lab teams on prompt handling of orders and billing processes. • Identify issues and trends and collaborate with your team and leadership to develop best practices to ensure we are providing the best service and experience to all customers. • Participate in the Quality Assurance plan. • Comply with applicable CLIA and HIPAA regulations.

• Lead end-to-end customer implementations of Ridgeline’s enterprise platform with confidence and accountability • Define project scope, allocate resources, and develop execution plans that align with customer goals and Ridgeline’s standards • Establish and maintain strong communication with customer stakeholders, ensuring alignment and transparency throughout the project lifecycle • Identify, assess, and mitigate risks while fostering a problem-solving culture across cross-functional teams • Manage project budgets and schedules with precision, balancing efficiency and adaptability • Contribute to a collaborative team environment by leading with resilience, positivity, and a commitment to outcomes • Build trusted relationships with both internal and external partners, influencing through clarity and integrity • Take ownership of critical project tasks, stepping in hands-on when necessary to ensure delivery excellence

• Respond to inquiries via Gorgias → Richpanel (chat & email) and Instagram/TikTok DMs • Handle order management, tracking, modifications, and cancellations • Manage returns, exchanges, and refunds with grace • Provide product guidance and personalized recommendations • Resolve shipping issues and coordinate with logistics partners • Turn challenging situations into positive experiences through empathetic problem-solving • Maintain our premium brand tone in all communications • Document feedback and identify patterns for improvement • Handle escalations and high-AOV/VIP customers with confidence