• Ensure strict HIPAA-compliant confidentiality with all client-related data • Reconcile payments posted electronically from the clearinghouse • Post manual payments in all billing platforms (Rethink, Tebra, Azalea) • Review and interpret EOBs and ERAs • Post payments from insurance portals • Enroll in ERAs when applicable to reduce volume of manual posting & monitor/track progress of enrollment requests • Communicate trends identified when posting to Customer Billing Advocate (CBA) / AR team for client • Identify underpayments/overpayments & ensure proper communication across POD members (CBA & AR Team) for resolution • Measure and monitor key metrics related to work performance • Review & interpret payor contracts when applicable • Foster a positive work environment for colleagues • Special projects as needed

• Place a high volume of outbound calls to prospective clients, introducing them to Koala Health’s services. • Handle inbound customer calls to support a wide range of functions through cross-trained operational workflows. • Clearly explain Koala’s value and guide pet owners through the steps of becoming clients. • Overcome objections and handle questions with professionalism and expertise in Koala’s service. Address questions and concerns in a way that builds confidence and moves conversations forward. • Track and manage outreach activity using internal tools to ensure timely follow-up and accurate records. • Share feedback and insights with teammates to help refine outreach strategies. • Represent Koala with professionalism, empathy, and enthusiasm in every interaction.

• Lead the development of cost-efficient, competitive and customer experience-focused shipping solutions that balance customer experience, cost and operational efficiency. • Own and support continuous improvement of the end-to-end delivery experience, including estimated delivery promise, shipment visibility, predictive modeling for shipment delay and notifications and logistics related experience. • Develop, refine, and track vendor performance metrics and internal US specific KPIs. • Provide guidance, direction and feedback to Global Logistics team to drive execution excellence and consistent delivery experience improvements. • Lead to drive US delivery projects, risk mitigation, and deliverables. • Oversee training junior team members to ensure consistent understanding of processes, systems, and compliance requirements, etc. • Serve as subject matter expert demonstrating in-depth knowledge of market, culture, logistics-related regulations and policies, clearance procedures, and carrier capabilities. • Build and maintain strong relationships with vendors to resolve delivery related issues and identify opportunities for projects/initiatives to achieve mutual growth. • Develop new, progressive, and creative delivery programs/products throughout the assigned shipping lane(s). • Set-up new and continually improve existing processes for the assigned lanes and carriers. • Perform research, gather, and analyze data for assigned lanes and projects, and translate insights into actionable recommendations. • Actively identify and scope new opportunities to improve how we serve customers and business processes. • Maintain and audit TMS vendor rates and routings, lead times, pick-up times, VAT, tracking mapping, and shipping content. • Proactively investigate beyond surface-level issues to uncover root causes and implement long-term, systemic solutions that prevent recurrence and improve delivery reliability and efficiency. • Seek improvements in processes between the Global Logistics team and its internal and external partners. • Perform audits, comply with internal compliance process, review logistics processes and support contract process with the Leadership team when needed. • Perform site visit at carrier’s facility and attend in person team meeting when required. • Support assigned projects when needed.

• Teach students essential strategies for SAT and ACT tests • Tutor using SoFlo curriculum • Foster a supportive learning environment • Schedule and lead tutoring sessions • Record curriculum covered with students • Communicate with students and follow up on missed sessions • Complete administrative tasks timely • Ensure a minimum of 10 hours of tutoring each week