Role Description As an Operations Associate, you play a pivotal role in supporting Owners Corporation Managers (OCMs) and partnering with them to ensure the efficient management of communities. You will be responsible for maintaining organisation, managing essential administrative tasks, and ensuring seamless operations through effective data management, maintenance coordination, and communication. Key Responsibilities - Data Processing and Administration: - Provide administrative support to the Owners Corporation management team, ensuring the seamless operation of the communities we manage. - Diligently input and maintain accurate customer information in the company database. - Update and ensure the accuracy of owner details, reflecting our commitment to data integrity. - Manage email enquiries, maintaining responsive communication with clients, addressing their concerns, and providing updates on Owners Corporation actions. - Draft and disseminate professional documents, including breach notices, circulars, notices, and meeting agendas. - Ensure all written and verbal communications reflect accuracy, consistency, and professionalism. - Maintenance and Coordination: - Oversee work orders through specialised tools, ensuring maintenance and repair tasks are scheduled, executed, and documented with precision. - Maintain comprehensive maintenance schedules, safeguarding the optimal condition of managed communities. - Collaboration with Owners Corporation Managers: - Partner with OCMs to address community-specific needs, ensuring proactive support and efficient problem resolution. - Facilitate committee meetings by preparing materials, scheduling, and ensuring follow-through on action items. - Document Management: - Maintain an organised digital file management system in line with company guidelines. - Ensure the accessibility and security of the digital document repository for all portfolio files. - Other Responsibilities: - Adhoc tasks, including answering and directing calls as needed. - Assist with developing proposals for new business initiatives. - Complete ad hoc tasks as assigned. Systems - Proficiency in Microsoft Office applications. - Familiarity with tools such as Urbanise Strata, StrataVote, Asana, Dialpad, Adobe Acrobat, and Bing. - Experience with email platforms such as Front. Key Competencies - Strong organisational and time-management skills. - Exceptional attention to detail and commitment to accuracy. - Effective written and verbal communication skills. - Ability to collaborate with team members and clients in a professional and proactive manner. - Flexibility to manage multiple tasks and adapt to shifting priorities. Qualifications - High school diploma or equivalent required; associate’s or bachelor’s degree preferred. - 1-2 years of experience in an administrative or support role. - Proficient in Microsoft Office and other relevant software programs. - Excellent communication and interpersonal skills. - Strong organizational and time management skills. - Ability to work independently and as part of a team. - Attention to detail and accuracy.

• Provide leadership and strategic oversight for Specialty Operations • Promote customer service excellence by building empathy and passion for the customer experience • Responsible for performance management, administration, training, development, and coaching of multiple teams • Analyze complex trends and take strategic action to avoid recurrence • Promote a culture committed to identifying process efficiencies • Ensure claims meet or exceed quality and regulatory requirements

• Organize, qualify, and prioritize requests from internal teams (incidents, improvements, and product enhancements) • Identify patterns and recurring issues to address root causes, reducing support volume • Structure and evolve the request workflow (classification, prioritization, and tracking) • Manage the backlog with a focus on operational efficiency and business impact • Work closely with the technical team to ensure clarity of requirements and proper direction • Support building solutions that increase business teams' autonomy and reduce back-office dependence • Define and monitor metrics related to efficiency, request volume, and reduction of rework • Communicate and negotiate priorities, decisions, and alignments with stakeholders clearly and concisely • Support organizing team processes and rituals, ensuring flow and predictability • Operate with strong analytical and prioritization skills in an environment with multiple simultaneous demands

Responds to a high volume of appointment requests, including telephone calls, emails, work queues and other electronic messages, for scheduling of appropriate medical exams, procedures, and tests with and without demographic collection and insurance registration. ESSENTIAL FUNCTIONS - Answers and triages incoming calls and requests in a prompt, professional, and polite manner; demonstrating knowledge of FPI and its practices, including payer contracts, policies, best practices, and escalation paths. - Completes scheduling from work queues to fulfill requests from internal and external/referring providers, including but not limited to referring requests to schedule, bumped appointments, reschedules from reminder cancellations, direct/open scheduling requests, no-show reschedules, and wait list scheduling. - Schedules patient appointments and reminds patients of necessary items to bring including their referral and medications. Demonstrates knowledge of provider scheduling protocols, and template guardrails, and communicates patient instructions as part of practice pre-visit activities, including insurance requirements and what to bring to the appointment. - Documents complete and clear messages and distributes messages regarding clinical questions and escalation messages promptly and appropriately to ensure technicians, nurses, nurse practitioners, and physicians have appropriate information for response. - Handles inquiries about insurances accepted, office hours, services, locations, exam fees, doctor information, etc. - Accepts, documents, and schedules appointments based on referrals from social workers, discharge planners, physicians, and physicians’ offices. Documents referral information (payer, date, reason for visit, other insurance information) in the appropriate system for verification and follow-up. EDUCATION and/or EXPERIENCE - High school diploma or general education degree (GED) preferred - Minimum 2 years of medical office or call center experience - Entry level computer skills (specific programs as deemed by department) - Strong customer service and phone etiquette skills - Accurate data entry skills Total Rewards The referenced base salary range represents the low and high end of University of Maryland’s Faculty Physician’s Inc. salary range for this position. Some candidates will not be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, internal equity, responsibility factor and span of control, education/training and other qualifications. University of Maryland Faculty Physician’s Inc. offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://www.umfpi.org/jobs/summary-employee-benefits.