• Serve as the primary point of contact for patient enquiries, concerns, and follow‑up needs. • Build strong relationships with patients to support trust, compliance, and long‑term care. • Conduct post‑appointment check‑ins, progress calls, and satisfaction follow‑ups. • Manage service recovery for dissatisfied patients and escalate clinical concerns appropriately. • Guide patients through their recommended care plans, ensuring understanding of goals, timelines, and expectations. • Monitor patient adherence and proactively reach out to those who miss appointments or fall behind. • Coordinate with chiropractors to adjust care plans based on progress or feedback. • Track outcomes and identify opportunities to improve patient engagement. • Ensure consistent messaging across reception, practitioners, and digital channels. • Maintain high‑quality communication templates for SMS, email, and phone scripts. • Support front‑desk staff with complex patient queries or escalations. • Assist with scheduling optimisation to reduce gaps and improve practitioner utilisation. • Implement patient retention strategies, including progress reviews and milestone recognition. • Manage reactivation campaigns for inactive or overdue patients. • Identify opportunities for additional services (e.g., decompression, rehab, wellness plans) based on patient needs. • Track key metrics such as retention rate, reactivation rate, and care‑plan completion. • Monitor patient feedback and identify trends affecting satisfaction or retention. • Collaborate with the clinic manager to refine processes, reduce friction, and improve efficiency. • Support onboarding of new patients to ensure a smooth first‑visit experience. • Maintain accurate records in the practice management system.

• Provide executive oversight of end-to-end delivery operations, ensuring consistent service quality, operational rigor, and alignment with organizational strategy and client commitments. • Establish, maintain, and continuously enhance delivery and project governance frameworks, standards, and controls that support scalable, compliant, and repeatable execution across the enterprise. • Lead and oversee complex, high-impact delivery initiatives and enterprise projects, ensuring cross-functional alignment, effective risk management, and successful execution within defined scope, timelines, and quality expectations. • Direct delivery planning and execution across teams, including resource allocation, capacity forecasting, dependency management, and prioritization of initiatives to support business objectives. • Monitor and analyze delivery and project performance metrics to identify trends, mitigate risks, remove operational bottlenecks, and drive continuous improvement in execution effectiveness. • Ensure organizational readiness for new initiatives, regulatory changes, and delivery model enhancements by proactively assessing impacts, coordinating stakeholders, and guiding implementation efforts. • Provide executive-level reporting, insights, and recommendations on delivery performance, project portfolios, and operational risks to senior leadership, supporting informed decision-making and strategic planning. • Define departmental goals, performance expectations, and capability development plans aligned with strategic priorities; Build team expertise in delivery best practices, workers’ compensation operations, and client-facing excellence; Promote knowledge sharing, cross-training, and continuous improvement across the department. • Develop, coach, and retain a high performing team by providing effective leadership, recruiting, coaching, training, and performance evaluation to team members. • Participate in the knowledge management process by directing knowledge management activities and training resources to team members. • Evaluate account health indicators and collaborate with other leaders and internal team members to strengthen long-term client partnerships; Serve as an executive escalation point, providing strategic insight, issue resolution, and proactive risk management. • Participate in client and prospect meetings to provide expert-level credibility, thought leadership, and alignment on strategic initiatives. • Incorporate client feedback and industry trends into improvements to delivery processes and solutions; Oversee internal execution for key client accounts, ensuring service standards, SLAs, and delivery outcomes are consistently met. • Guide teams on complex claims topics, compliance requirements, regulatory interpretations, and operational impacts.

• Manage onboarding execution for new customers after contract execution. • Own onboarding checklists and ensure all required customer information is collected. • Identify the correct onboarding contact (property manager, asset manager, etc.) and ensure dashboard access is completed. • Coordinate shipment timelines, onboarding readiness, and activation progress across properties. • Prevent onboarding delays through consistent follow-up and strong customer communication. • Ensure successful charger activation upon installation, verifying systems are live and ready for use. • Collect recent utility bills from property managers for onboarding setup. • Review energy bill details including flat-rate plans and time-of-use plans. • Coordinate pricing entry into the Orange dashboard for customer approval. • Support markup recommendations based on local charging market rates. • Ensure pricing accuracy to protect revenue-share economics and customer satisfaction. • Help reduce backlog across properties that still require bill collection and setup. • Identify the correct accounting contact and ensure secure account setup is completed. • Follow up on incomplete banking setup across active properties. • Support recurring billing workflows, reimbursements, and property statements. • Help improve billing accuracy and reduce operational friction across accounts. • Help manage support tickets from EV drivers and property teams across charger issues, onboarding inquiries, fulfillment changes, and platform-related questions. • Ensure customer issues are resolved quickly and escalated appropriately. • Support customer success operations across onboarding and ongoing post-install support. • Maintain strong response times and service expectations across customer accounts. • Assist with common recurring support requests while learning broader customer success workflows. • Flag potential opportunities for expansion to the Customer Success team. • Support account growth by identifying potential needs for additional chargers and coordinating handoff to the Sales team. • Suggest improvements to systems, templates, and workflows to enhance onboarding efficiency and visibility. • Identify operational bottlenecks and suggest improvements that help the business scale. • Contribute to the development of onboarding and post-sales processes as the business scales.

• Manage onboarding execution for new customers after contract execution. • Own onboarding checklists and ensure all required customer information is collected. • Identify the correct onboarding contact (property manager, asset manager, etc.) and ensure dashboard access is completed. • Coordinate shipment timelines, onboarding readiness, and activation progress across properties. • Prevent onboarding delays through consistent follow-up and strong customer communication. • Ensure successful charger activation upon installation, verifying systems are live and ready for use. • Collect recent utility bills from property managers for onboarding setup. • Review energy bill details including flat-rate plans and time-of-use plans. • Coordinate pricing entry into the Orange dashboard for customer approval. • Support markup recommendations based on local charging market rates. • Ensure pricing accuracy to protect revenue-share economics and customer satisfaction. • Help reduce backlog across properties that still require bill collection and setup. • Identify the correct accounting contact and ensure secure account setup is completed. • Follow up on incomplete banking setup across active properties. • Support recurring billing workflows, reimbursements, and property statements. • Help improve billing accuracy and reduce operational friction across accounts. • Help manage support tickets from EV drivers and property teams across charger issues, onboarding inquiries, fulfillment changes, and platform-related questions. • Ensure customer issues are resolved quickly and escalated appropriately. • Support customer success operations across onboarding and ongoing post-install support. • Maintain strong response times and service expectations across customer accounts. • Assist with common recurring support requests while learning broader customer success workflows. • Flag potential opportunities for expansion to the Customer Success team. • Support account growth by identifying potential needs for additional chargers and coordinating handoff to the Sales team. • Suggest improvements to systems, templates, and workflows to enhance onboarding efficiency and visibility. • Identify operational bottlenecks and suggest improvements that help the business scale. • Contribute to the development of onboarding and post-sales processes as the business scales.