• Own the execution of customer enablement programs supporting onboarding and ongoing product adoption. • Design, document, and maintain clear, repeatable customer journeys aligned to key customer lifecycle stages. • Own the Knowledge Base strategy, including structure, content standards, governance, and ongoing optimization. • Create and maintain customer education content, including written documentation and training videos. • Translate complex product functionality into clear, usable learning assets for multiple customer personas. • Track and analyze enablement KPIs such as adoption, feature usage, knowledge base engagement, and support deflection. • Use data, customer feedback, and trends to continuously improve enablement content and customer journeys. • Partner cross-functionally with Product, Customer Success, Support, Professional Services, and Account Management to support releases and reduce customer friction. • Identify opportunities to improve self-service and reduce reliance on reactive support through proactive education.

• Partner with the Director of Patient Experience to develop and execute performance strategies • Translate organizational goals into measurable performance targets • Oversee performance components of the outbound strategy • Support team leaders in implementing structured coaching and development plans • Own the design, tracking, and improvement of performance dashboards and reporting metrics • Collaborate with Workforce Management to ensure staffing models align with performance goals • Partner with IT to support tools and systems that enhance agent performance • Work closely with HR to support performance-related communication and initiatives

• Partner with the Director of Patient Experience to develop and execute performance strategies that drive sales growth, KPI attainment, and continuous improvement across a 90+ person team. • Translate organizational goals into measurable performance targets and actionable execution plans for sales and service teams. • Oversee performance components of the outbound strategy including call prioritization models, lead management workflows, agent productivity measures, and KPI tracking. • Support team leaders in implementing structured coaching, scorecards, performance routines, and development plans. • Deliver insights and recommendations rooted in data to enhance agent performance, operational efficiency, and patient scheduling outcomes.

• Performs hands-on Revenue Cycle operational improvement and transformation initiatives • Serves as an on-site, client-facing engagement lead • Utilizes data analytics and operational reporting to diagnose issues, prioritize work, track performance • Support and execute consulting engagements including all aspects of client work • Plan and prepare deliverable reports for review and presentation to firm and client leadership • Conduct benchmarking analysis using national data sets and internal proprietary data • Acts as a trusted advisor to executive and operational stakeholders • Supports client service and business development activities