• Oversee & manage program KPIs for the frontline clinical staff working across the Virtual Primary Care (VPC) and Virtual Care Support (VCS) teams • Create and implement data-driven staffing and resource plans, partnering with relevant teams (Forecasting, Clinical Leadership, Recruitment, Licensing). • Drive a POV on the technical enablement and tooling optimization opportunities to drive operational efficiencies for scale and clinical outcomes. • Develop and oversee multi-state clinical licensing strategy for comprehensive national coverage. • Manage scheduling utilization and workload distribution across states, considering licensing and operational needs and seasonal demand curves. • Improve scheduling practices through strategies like load balancing and increased transparency. • Establish and analyze key metrics to drive operational effectiveness and identify improvements. • Lead clinical initiatives and program launches.

• Serve as a people manager to a small operational team with the following responsibilities: work prioritization, team member delegation, team performance and associated program metrics monitoring • Contribute to medium to large sized projects to innovate on new and existing day-to-day care navigation processes or operational workflows through internal tool domain knowledge and familiarity with cross functional tools and workflows • Leverage analytics effectively to drive decision making, define objectives, interpret findings, and evaluate project/initiative outcomes and success • Gather, document, and manage business requirements throughout a project lifecycle in collaboration with Business Analyst or independently • Collaborate with cross-functional partners to demonstrate CNT value by delivering consistent results, taking initiative, creative solutioning, being visible and active, and serving as a strong, strategic partner - maintaining our spot at the table • Support internal initiatives to build a world-class team

At Carrum, we are transforming how we pay for, deliver and experience healthcare. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you. In 2014 Carrum reinvented the Centers of Excellence (COE) category in digital health. Today, 95% of the US population lives within 50 miles of a Carrum COE and our providers rank in the top 10% nationally. Our team’s execution has been recognized by the venture community and we’ve raised more than $96M in aggregate from investors like OMERS, Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study and featured as a Harvard Business School (HBS) case study. The Provider Operations Associate is an entry-level role (0–2+ years of experience) designed for an organized, highly motivated professional who wants to learn the ropes of healthcare operations at a growing start-up. You will work on problems of limited scope, following standard practices to support the Provider Operations & Account Management team as they interface with our Center of Excellence partners. In this role, you will deliver great work independently on well-defined tasks, actively seek feedback to grow your career, and collaborate closely with Account Managers to ensure smooth operations for our providers and patients. The salary range for this role is $50,000 - $75,000 depending on geography and level of experience, plus equity and an annual bonus. You’re excited about this opportunity because you will... - Implementation & Expansion Support: Collaborate closely with the Account Management team to efficiently implement new COE services. Support updates in the care app, Salesforce, implementation tickets, and shared drives to ensure accurate information management. - Billing & Finance Support: Oversee daily provider billing tasks and collaborate with internal finance teams to ensure the timely and accurate reconciliation of accounts. You will learn to identify complex issues and escalate them to the Account Manager as needed. - Data Tracking & KPI Management: Track operational KPIs and pull data to provide actionable insights to the team, helping to continuously improve our provider relationships and processes. - Knowledge Management: Organize and manage critical documentation in Confluence and the care app to ensure all internal stakeholders have access to accurate, up-to-date information about our provider partnerships. - Continuous Improvement: Identify small operational inefficiencies, propose solutions, and assist in implementing basic process changes to streamline workflows and enhance team productivity. - Internal Collaboration: Use the correct channels of communication to proactively ask for help, provide project updates, and collaborate with diverse internal teams to align operations with broader company goals. We’re excited about you because… You’re detail-oriented, highly organized, and have an unrelenting commitment to excellence in your daily work. You are passionate about value-based care and want to apply your foundational skills in a new environment to help us grow. While you are early in your career, you have impeccable professionalism, a strong desire to learn the ins and outs of healthcare operations, and a proactive mindset for building stable working relationships. We also hope to see from you: - Bachelor’s Degree - A high degree of organization, ability to meet deadlines, and precise attention to detail. - Strong time management skills and the ability to deliver great work independently when given well-defined tasks. - Adaptability: You are comfortable managing multiple competing priorities. When faced with ambiguity or challenges, you seek help when needed but keep trying until you resolve the issue at hand. - A growth mindset: You are eager to learn and grow in an evolving role. You actively seek out feedback on your work and take ownership of your development path. - Data fundamentals: You are capable of reviewing and reporting on data to support team objectives. Exposure to, or a strong willingness to learn, various data tools (Tableau, Google Sheets, Excel) is a plus. - A positive attitude and a spirit of generosity to go above and beyond for our provider partners, our members, and your internal colleagues. - Integrity: The ability to appropriately handle confidential information and adhere to HIPAA requirements. - A team-player mentality: A desire to work in a start-up environment with an “all hands on deck” attitude. - Resourcefulness: As an early member of a startup, we need people who take initiative. You look for small operational inefficiencies and offer suggestions to streamline workflows or improve your own performance. - Collaborative spirit: A passion for working alongside diverse internal teams (sales, operations, client success, data, and product) to align your operational tasks with broader company goals. Why you’ll love working with us... - We’re a hard-working, humble, and compassionate group motivated to solve the hard problems in healthcare today. You’ll work with talented, experienced co-workers from companies like Booz & Company, Livongo, 98point6, Google, and Optum. We believe in using data to inform decisions, technology to make our jobs easier, and creative thinking to pave the future. - We are working with some of the most recognized and esteemed names in the country. Top hospitals like Johns Hopkins, Mayo Clinic, Stanford Health Care, Scripps Health, and Rush Health have joined our platform. Employers who use our benefit include US Foods, United Airlines, and large public sector organizations like the self-insured schools of California, and the State of Maine. - We empower team members to be autonomous and provide a collaborative environment where you get support and healthy feedback. You can bring your authentic self to work every day and are encouraged to help others do the same. - We carve out time to let go of work to celebrate our successes and have fun. We’re a remote-first company with employees all over the United States and two office locations in San Francisco and Chicago. We support our employees during the work day and beyond with flexible working hours, generous time off, paid parental leave, and opportunities to connect with coworkers both virtually and in-person. - We embrace our team’s diversity of thought, experience, and interests and know that doing so makes us stronger as a company. Carrum has an active employee-led Diversity, Equity, Inclusion, and Justice (DEIJ) committee and several employee resource groups (ERGs). Our ERGS help employees build stronger connections through social, educational, and community activities. - You’ll feel proud that the work you do each day directly impacts people’s lives in big and meaningful ways. Other benefits: - Stock option plan - Flexible schedules and remote work - Chicago and San Francisco offices available - Self-managed vacation days, within reason - Paid parental leave - Health, vision, and dental insurance - 401K retirement plan About Carrum We’re a health tech company that brings value-based care to the masses. We help employers deliver a memorable patient experience, immediately lower healthcare costs, and drive better outcomes and achieve this through the power of technology and human-centered design. Since launching in 2014, we’ve partnered with Fortune 500 employers and top hospitals across the nation. We’ve been recognized by Harvard Business School and featured in TechCrunch, The Los Angeles Times, Washington Post, and Modern Healthcare. We believe we’re only scratching the surface of our opportunity and we’re looking for incredible people like you to help us realize our full impact. Carrum Health is an equal opportunity employer and encourages all applicants from every background and life experience.

• Provide personalized onboarding support for customers who sign up for our Fast Track Packages. • Help Fast Track customers solve existing onboarding issues through engagement that meets their onboarding demands. • Able to provide compliance guidance for all A2P products. • Manage Onboarding SLAs and credit utilization for each product • Partner with operations teams to scale onboarding volumes per assigned customer • Join weekly calls with customers to report metrics and review any open items or additional onboarding needs • Wear the Customer Shoes: Provide onboarding support for common customer inquiries through slack in addition to Service now; to ensure customers have an excellent experience with Twilio. • Draw the Owl: Assess the nature of product or service issues and resolve basic level problems • Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly. • Be Bold: Diagnose trends and report findings to our product team to ensure product related issues are resolved. • Be an Owner: Partner with the account team to proactively address issues and advise on any industry changes that could impact customer onboarding experience.