• The Remote Services Administrator (RSA) is responsible for the operational leadership, performance, and continuous improvement of centralized non-patient-facing services across the division. • This role oversees the remote Call Center and Medical Records teams and leads the build-out and operationalization of a remote call center function for Urology. • Ensure staffing models, workflows, performance expectations, and policies are aligned across regions. • Develop and maintain standardized workflows, scripts, escalation pathways, and service-level agreements (SLAs). • Conduct ongoing audits to ensure consistency, accuracy, productivity, and compliance. • Support provider experience by reducing administrative friction and improving support quality. • Recruit, onboard, and develop high-performing remote services team members.

• Manage systems, applications, and operational procedures • Become an SME for Transact’s QuickCharge application • Automate routine tasks, monitoring and notification creation, and error recovery to meet 99.9% 24/7 uptime requirements • Resolve production interruptions and maintain applications through patches or upgrades • Assist the Support group with issue identification and data collection • Report all issues to management and key stakeholders • Manage vendor support cases to address incidents • Ensure managed environments follow Transact's Information Security Policy • Support SOC 2 Types II and PCI Level 1 compliance

• Handle all daily benefits operations, including enrolling employees, maintaining eligibility, processing changes, submitting information to insurance carriers, updating payroll deductions, and supporting compliance tasks • Work closely with our licensed agent and company leadership to ensure employees receive accurate, timely support • Collect required employee and dependent information • Enter new hire data into benefits platforms (Employee Navigator, Ease, etc.) • Provide plan summaries, SBCs, and required notices • Process medical, dental, and vision plan elections • Submit enrollments and changes to insurance carriers • Track enrollment confirmations and ID cards • Maintain accurate employee eligibility and coverage status • Process qualifying life events (marriage, birth, loss of coverage, etc.) • Handle additions, terminations, and plan changes • Update payroll deductions for benefits • Respond to employee benefits questions via email and messaging • Maintain organized digital records for compliance • Reconcile monthly carrier billing statements • Identify and correct premium discrepancies • Coordinate with payroll to ensure deductions are accurate • Submit forms, documents, and updates to carriers as needed • Maintain enrollment documentation and audit trails • Assist with ACA tracking and reporting • Manage COBRA notifications (with third-party vendor) • Ensure compliance with company policies and deadlines • Support annual open enrollment and plan renewals • Keep benefits platforms updated with correct plan information • Upload new plan documents and SBCs • Maintain census files and reports • Assist with technology integration between benefits, HR, and payroll systems

• Quoting & Approvals: Own the end-to-end quoting process and approval workflows across direct and channel sales motions, ensuring scalability and audit readiness. • Amendments & Renewals: Design and operationalize amendment paths (co-term, extend, expand, swap) across SaaS, usage-based, and services offerings. • Catalog & Product Readiness: Maintain a clean, compliant product catalog—ensuring SKUs, bundles, and pricing attributes are properly configured in Salesforce for quoting and provisioning. • Revenue Integration: Oversee automated, error-free integration from CPQ to NetSuite for order creation and fulfillment, maintaining compliance with internal controls. • Change Management: Lead system releases, user acceptance testing (UAT), communication, training, and documentation for new processes and features. • Compliance & Controls: Partner with Finance, Security, and Legal to ensure Quote-to-Order processes meet SOC 1 / SOC 2 and other internal control requirements, maintaining audit trails and access controls across systems. • Manage Grafana’s Quote-to-Order roadmap spanning Salesforce, Salesforce CPQ, and Salesforce related NetSuite integrations. • Translate business rules into CPQ (bundles, rules, discount schedules, templates, approval chains). • Lead cross-functional governance across Rev Ops, Deal Desk, Product, and Finance. • Define and enforce catalog change controls, ensuring updates are tested, documented, and compliant with audit standards. • Own testing, documentation, and enablement for new features and releases. • Monitor process health metrics (quote accuracy, order fallout, approval turnaround, audit findings) and drive continuous improvement.