• Leads the enrollment team within a state or region to ensure the highest quality service is provided with the enrollment process to those self-directing their services and the referring entities • Generates leads and referrals for new individuals and their employees • Cultivates relationships with case managers, support brokers, independent facilitators and other referring individuals and agencies to develop a base of referrals • Driving enrollments to achieve company growth goals within existing contracts through conducting presentations and meetings with case managers, external stakeholders, and participants • Provides constant and accurate communication to referrers and those being enrolled on the status of the enrollments and where everyone is in the process • Supporting the Directors of Business Development in new opportunities within the market • Troubleshoots issues and field questions from their staff, and all external customers to ensure the enrollment process is smooth and adaptive • Ensures that the Enrollment team is training new participants and their employees on using the GT Caregiver App and other GT Tools, roles and responsibilities, and program specific items • Provides daily direction and communication to employees so that enrollment and processing related calls are answered in a timely, efficient, and knowledgeable manner • Provides continual evaluation of processes and procedures; responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers • Manages employees, ensuring work is handled efficiently and effectively • Provides performance feedback and coaching on a regular basis to each direct report • Ensures employees have appropriate training and other resources to perform their jobs • Creates and maintains a high-quality work environment • Assists the Director with the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs • Manages special or ongoing projects that are important to area/process improvement • Uses appropriate judgment in upward communication regarding department or employee concerns • Assists with documentation and training of DocuSign program and GT Enroll • Assists in developing and preparing operational plans and reports on project status

• Promote personal growth, independence, and quality of life for service participants through initial development and ongoing support, monitoring, supervision, and staff training. • Build and maintain positive relationships with agency staff, service providers, and individuals/families. • Collaborate with all GT staff and maintain positive working relationships to support team goals and program success. • Ensure accuracy, quality, and timeliness of all documentation in compliance with state and agency requirements including HCBS waiver and related requirements. • Assist participants in forming and sustaining relationships with natural and community supports to promote meaningful community integration and inclusion. • Provide training and guidance on the Individual and Family Directed Supports Option for participants considering directing services and supports in all models. • Travel will be required to attend events, conferences, training, and other related activities.

• Ensure high levels of customer satisfaction by planning, executing, and continuously improving service delivery activities. • Manage the end-to-end planning and execution of contracted services, ensuring cost, schedule, performance, and quality commitments are met. • Adhere to ITIL-based service management best practices for assigned customers. • Ensure cost efficiency and contribute to the financial oversight for services delivered to customers. • Provide regular summaries highlighting key performance indicators, service level agreements, risks, issues, and mitigation plans. • Act as the prime point of escalation for service issues, managing and resolving escalations with customers and internal teams. • Develop and implement regular service reviews with customers. • Conduct strategic satisfaction interviews and report performance results to both the customer and internal leadership. • Contribute to resource planning, budgeting, and policy definition based on business and customer needs. • Work with a high level of autonomy, based on management directions. • Personally manage assigned key strategic Airport, Border Control and/or Seaport accounts as Service Delivery Manager within the Americas region. • Collaborate with Sales and Pre-Sales to ensure the right services are proposed, scoped, and contracted to meet customer needs effectively. • Manage contract scope and any changes, ensuring clear documentation, impact analysis, and approvals. • Lead and/or participate in monthly operational service reviews with the customer and internal service delivery teams. • Identify service expansion opportunities at existing customers, working closely with Account Management to position new offerings. • Recognize business needs and identify appropriate Amadeus portfolio solutions to meet customer demands. • Continuously assess service risks and proactively manage or escalate as appropriate. • Collaborate with finance and operations to support accurate and timely invoicing for all delivered services.

• Lead Epic revenue cycle system implementations, upgrades, enhancements, and optimization initiatives. • Provide leadership and mentorship to analysts, guiding system build, configuration, workflow design, and issue resolution. • Oversee application lifecycle activities including planning, design, build, testing, deployment, and ongoing support. • Partner with operational leaders to optimize scheduling, registration, professional billing, charge capture, and claims workflows. • Assign and manage daily and long-term project work for the analyst team. • Lead testing cycles including unit, functional, and integration testing and coordinate end-user validation. • Ensure all system changes follow established change management and documentation standards. • Collaborate with Epic representatives and internal stakeholders to enhance system functionality and usability. • Troubleshoot system issues and support end users across clinical and operational departments. • Lead regular project and operational meetings to review deliverables, issues, and system improvements.