• Lead end-to-end delivery of national, multi-stakeholder initiatives • Facilitate governance meetings, steering committee updates, and stakeholder workshops; produce clear status reporting and executive summaries • Identify, assess, and mitigate cross-functional risks and dependencies; escalate appropriately and propose remediation options • Drive timely decision-making and track actions to closure to meet scope, schedule, budget, and quality objectives • Support enterprise business continuity and disaster recovery planning efforts: business impact analyses, continuity plans, tabletop exercises, and after-action reporting • Provide support for ad hoc requests and reporting for Operations Leaders for national initiatives, vendors and usage of tech tools • Support annual operating and capital budget processes for operations-related line items; track spend-to-plan and analyze variances • Represent National Operations in cross-functional forums and working groups • Assist in documenting and standardizing key operational processes; develop playbooks, templates, and checklists to ensure consistent execution • Maintain continuity documentation, contact lists, and dashboards across the national footprint

• Manage project progression, technician dispatch, and travel arrangements; ensure a balanced schedule across national project bookings • Help technicians define their scope of work, outline deliverables, and identify key points of contact • Blueprint & Niche Communication: Review and interpret blueprints; confidently navigate niche industry terminology when communicating with clients and staff • Handle project expenses, assignments, and budget tracking within QuickBooks Online • Serve as the primary point of communication for clients, managing timelines and expectations to ensure high satisfaction • System Management: Utilize Monday.com, Slack, and Google Drive to maintain project transparency and efficiency.

Role Description We are seeking a Cloud Engagement Operations Manager to lead our Cloud Hub Service Desk function. In this role, you will oversee communication between stakeholders and Cloud Operations, ensuring that all cloud-related inquiries, service request communications, and knowledge management activities are delivered effectively, consistently, and at scale. You will lead a team of Cloud Engagement Consultants, acting as an L1 escalation point for complex issues while driving strategy, standardization, and continuous improvement across cloud engagement processes. You will also own and evolve our AI-driven knowledge base, ensuring content quality, discoverability, compliance, and alignment with business needs. In addition, you will establish and optimize processes, develop communication frameworks, and support training and adoption initiatives to enhance transparency, efficiency, and stakeholder experience across all cloud services. Key Responsibilities - Lead Cloud Engagement Function – Manage and develop a team of Cloud Engagement Consultants, ensuring high performance, consistent service delivery, and alignment with business objectives. - Own Cloud Communication Strategy – Define and implement communication standards and frameworks for cloud-related inquiries and service requests, ensuring clarity, consistency, and transparency. - Oversee Cloud Inquiries Handling – Supervise the L1 Cloud Engagement team in managing cloud-related questions, ensuring timely, accurate, and consistent responses in collaboration with Cloud Operations. - Manage Service Request Communication – Ensure effective communication around cloud service requests, including status updates, SLA tracking, and stakeholder visibility. - Drive Cross-Functional Collaboration – Enable effective engagement across internal and external stakeholders, fostering alignment and responsiveness. - Lead Knowledge Base Strategy – Own and continuously improve the AI-driven knowledge repository, ensuring content quality, relevance, accessibility, and discoverability. - Enhance Search and Content Discoverability – Drive improvements in how users find and utilize knowledge, leveraging AI and optimization techniques. - Ensure Compliance and Security – Maintain compliance and security standards across all communication and documentation, particularly for sensitive or regulated information. - Standardize Engagement Processes and Resources – Establish and maintain scalable, consistent processes, service catalogs, and communication materials to improve stakeholder experience. - Oversee Training and Adoption Initiatives – Lead the development of user guides, training materials, and enablement programs to support adoption of tools, processes, and services. - Implement Feedback and Continuous Improvement – Establish mechanisms to gather stakeholder insights and use data to drive ongoing improvements. - Monitor Performance and Metrics – Define and track KPIs related to communication effectiveness, SLA adherence, knowledge usage, and stakeholder satisfaction. - Maintain Domain Awareness – Stay informed on relevant technologies, cloud services, and organizational practices to ensure strategic and value-driven leadership. - Participate in Cloud Hub Activities and Delivery – Lead and contribute to Cloud Hub initiatives, ensuring successful execution of programs and alignment across teams. Qualifications - Proven experience across Customer Support, Technical Support, or Cloud Operations within a SaaS, ERP, or cloud environment. - Experience leading or overseeing L1/L2 support or engagement teams, ensuring high-quality service delivery and operational consistency. - Solid understanding of support and cloud operations, including ticketing processes, SLAs, and stakeholder communication models. - Hands-on experience with service management platforms such as ServiceNow, including case management, workflow configuration, and knowledge base management. - Experience with knowledge management systems and content governance, ideally including AI-driven or self-service platforms. - Experience working in or alongside Agile environments. - Experience supporting cloud onboarding, migrations, or service adoption within a SaaS or cloud environment. - Demonstrated experience collaborating with cross-functional teams, including Cloud Operations, Product, Engineering, and Customer Success. - Proven ability to drive process standardization and continuous improvement initiatives within a service-oriented environment. Skills & Competencies - Strong leadership and team management skills, with the ability to guide, support, and develop high-performing teams. - Excellent communication and stakeholder management skills, with the ability to ensure clarity, consistency, and alignment across diverse audiences. - Ability to coordinate, prioritize, and oversee execution across multiple workflows, stakeholders, and service streams. - Strong operational mindset, with attention to detail and a focus on quality, scalability, and efficiency. - Analytical mindset with the ability to interpret service metrics, identify trends, and drive improvements. - Strong problem-solving skills, with a proactive and solution-oriented approach. - Ability to navigate ambiguity and operate effectively in a fast-paced, evolving environment. - Commitment to continuous improvement, with a focus on enhancing user experience, knowledge accessibility, and service delivery. Benefits - A culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact. - Balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits. - Growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work. - Talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry. - A commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme. - A safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all.

Title: Scheduling Associate - Part Time Location: Norwood United States Job Description: At TriHealth, we believe every team member plays a vital role in improving the health status of the people we serve-a mission that guides our entire system. In the Customer Connection Center, you directly support this mission by ensuring patients can easily and confidently access the care they need. This first touchpoint embodies our commitment to delivering compassionate, high‑quality service rooted in our core values. Location: 4600 Wesley Avenue, Norwood, OH Schedule: Day shift; NO HOLIDAYS, NO ON-CALL REQUIREMENTS Benefits: https://careers.trihealth.com/what-we-offer/benefits Please note: OPTIONAL positions are not eligible for TriHealth benefits This role includes a sign on bonus up to $2,500 We offer competitive shift differentials where applicable, opportunities for professional growth, and a comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement. Minimum Job Requirements: High School Degree or GED 2-3 years Customer Service 1-2 years Clerical, Other, Healthcare and/or Insurance industry Ability to operate multiple computer applications Excellent verb and written skills Effective problem solving Customer Service experience Job Overview: Performs Scheduling and Pre-Registration functions in a timely and accurate manner in a call center setting: working with provider office teams to coordinate care and communicate with patients to obtain information necessary to schedule and/or register patients. Creates patient estimates for scheduled services, exhibits knowledge of insurance benefits, educates patients on out-of-pocket responsibility and financial assistance/payment options. Provide excellent customer service and answer patient questions and resolve issues. Initiates patient requests using Epic Telephone Encounters to support the clinical team in completing prescription refill requests, medical records and general questions for the clinical team Job Responsibilities: Competently meets Not Ready targetand handles appropriate volume of phone calls per shift. Follows regulatory and departmental procedures to ensure patient safety including use of decision trees, scheduling protocols, collection of data and messaging. Meets call quality targets and follows required scripting, including AIDET+P, anticipate customer needs, consistent and positive interactions with patients and coworkers. Works proficiently and competently, and exceeds accuracy targets with no critical errors Working Conditions: Climbing - Rarely Hearing: Conversation - Frequently Hearing: Other Sounds - Frequently Kneeling - Rarely Lifting <10 Lbs. - Occasionally Lifting <50 Lbs. - Occasionally Pulling - Occasionally Pushing - Occasionally Reaching - Occasionally Sitting - Occasionally Standing - Frequently Stooping - Occasionally Talking - Frequently Use of Hands - Frequently Color Vision - Frequently Visual Acuity: Far - Frequently Visual Acuity: Near - Consistently Walking - Frequently TriHealth SERVE Standards and ALWAYS Behaviors At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following: Serve: ALWAYS&hellip; - Welcome everyone by making eye contact, greeting with a smile, and saying "hello" - Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist - Refrain from using cell phones for personal reasons in public spaces or patient care areas Excel: ALWAYS&hellip; - Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met - Offer patients and guests priority when waiting (lines, elevators) - Work on improving quality, safety, and service Respect: ALWAYS&hellip; - Respect cultural and spiritual differences and honor individual preferences. - Respect everyone's opinion and contribution, regardless of title/role. - Speak positively about my team members and other departments in front of patients and guests. Value: ALWAYS&hellip; - Value the time of others by striving to be on time, prepared and actively participating. - Pick up trash, ensuring the physical environment is clean and safe. - Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste. Engage: ALWAYS&hellip; - Acknowledge wins and frequently thank team members and others for contributions. - Show courtesy and compassion with customers, team members and the community