• Verifies patient insurance coverage utilizing phone or online resources • Submit prior authorizations to insurance plans in a timely manner via electronic portal • Troubleshoots prior authorization submissions and prescription processing with health care providers utilizing phone or online resources • Verbally assist providers in navigating appeals processing • Ensures all pertinent medical documentation is accurate and present prior to authorization submission • Compiles trends in authorization determinations for client and prescriber education • Document activities appropriately in process notes using our operating system • Work closely with our Customer Support team to ensure the success of patients that are recommended to us by their physician's office

• Make a high volume of outbound calls and texts to patients each shift • Schedule first appointments and follow up consistently • Document every touchpoint accurately • Explain our program clearly and compassionately • Navigate common questions or concerns • Coordinate closely with the care team for smooth patient handoff

• Create, maintain, and finalize daily and weekly clinic schedules to ensure full client coverage and appropriate staff utilization. • Build schedules using Excel and Lumary, ensuring accuracy and alignment across all systems. • Post finalized schedules within established deadlines and communicate updates promptly to clinic teams. • Anchor scheduling decisions to staff availability, client needs, and clinic operational requirements in collaboration with the Clinical Director. • Schedule observations with new BT trainees during orientation weeks. • Monitor the texting dashboard in Lumary for scheduling-related messages and respond accordingly. • Respond promptly to client cancellations, late arrivals, no-shows, and staff callouts by notifying team members and making necessary schedule adjustments. • Identify and implement same-day or next-day coverage solutions to minimize service disruptions • Balance hours across BTs, with particular attention to hourly staff equity. • Schedule staff primarily within their designated pods, ensuring cross-pod coverage only by qualified and approved staff. • Ensure compliance with required meal breaks and session duration standards. • Schedule and track non-billable time (NBT) in alignment with weekly and daily allocation guidelines. • Ensure NBT is used appropriately for approved activities (e.g., supervision, pod meetings, cleaning, observations) and approved by the Clinical Directors when necessary. • Adjust schedules strategically to maximize billable time and minimize unnecessary non-billable hours. • Partner closely with Clinical Directors and clinical team members to align schedules with clinical priorities. • Participate in weekly scheduling reviews and planning meetings to prepare the upcoming week’s schedule. • Incorporate team and client updates shared by clinical staff into schedules in a timely and consistent manner.

• Own our supplier management framework, deepening supply chain mapping, monitoring supplier performance, and strengthening our resilience by understanding our most critical third-party relationships • Design, coordinate and help run supplier failure scenario tests across the business that answer the question "how resilient are we?" • Support the development of our first-line controls assurance programme, helping to build the infrastructure that keeps our risk and control environment robust • Embed our resilience culture across Griffin, working in close partnership with operations and technology teams to make resilience a shared responsibility • Keep pace with our regulatory environment, ensuring our programme remains aligned with PRA/FCA requirements on operational resilience and supplier management • Contribute to the continuous improvement of our operational resilience programme as Griffin grows and the regulatory landscape evolves • Shape this role based on insights into customer needs and technical gaps.