• Responsible for coordinating the schedules of remote and field technical resources • Create and assign service requests as they arrive through phone, email, or other means • Escalate support tickets related to technical solutions such as computer desktop and network troubleshooting • Organize technician schedules to ensure schedules are efficient and productive • Responsible for ensuring communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages • Act as a point of contact for clients for all types of service requests • Monitor open service tickets and escalate requests to other team members as necessary to ensure the team is meeting customer SLA’s • Report the utilization of IT Support resources and successful completion of service requests to the appropriate resources • Responsible for ensuring prompt entries for time and expenses as they occur • Where applicable, support end-users in same-call resolution activities (e.g. password resets) • Additional duties as assigned.

• Own rate loading inquiries and tickets piped into the ARI Intake board, from triage through resolution — driving accuracy, turnaround time, and stakeholder communication across every request. • Investigate, diagnose, and resolve complex rate discrepancies across our supply systems, including GDS-sourced rates and direct-loaded property content. • Write and maintain SQL queries against our data warehouse to validate rate accuracy, surface gaps in coverage, and answer ad-hoc questions from Sales, Partnerships, and Supply leadership. • Build Python scripts and automations to streamline repeatable rate-loading and audit workflows — reducing manual effort and improving consistency. • Maintain and extend Salesforce-based reporting and workflows used to track partner rate programs, requests, and lifecycle. • Develop weekly and monthly dashboards covering rate quality, coverage, and operational performance against SLAs. • Partner with Sales, Account Management, and Supply leadership to translate rate signals into action — flagging risks, recommending interventions, and helping prioritize engineering and partner outreach. • Build and own SOPs and process documentation as rate operations scale. • Identify automation and process-improvement opportunities and lead them to completion in partnership with Engineering and Data.

• Collaborate with interdisciplinary team members, including nurses, social workers, care coordinators, and others, to deliver comprehensive virtual care services to patients. • Conduct virtual nutritional assessments for patients with chronic kidney disease (CKD) and other co-morbid conditions, utilizing available patient information, self-reported health data, and dietary intake to inform care recommendations. • Develop personalized, evidence-based nutrition care plans and calculate nutrition requirements tailored to the needs and preferences of patients at various CKD stages, often with other comorbid dietary considerations, focusing on dietary and lifestyle modifications that support holistic disease management. • Educate patients and their caregivers on kidney-related dietary and lifestyle adjustments, including nutrition components related to kidney disease, co-morbidities, and conditions. • Provide patients with resources and tools to manage their health conditions. • Maintain thorough and timely documentation of all patient interactions, care plans, and interventions, ensuring compliance with company policies and regulatory requirements. • Practice within the registered dietitian scope of practice and make necessary interdisciplinary referrals to nurses, social workers, care coordinators, and physicians when applicable.

• Collaborate with interdisciplinary team members, including nurses, dietitians, care coordinators, and others, to deliver comprehensive virtual care services to patients.  • Provide support for patients and families coping with life transitions, chronic illnesses, and other psychosocial challenges.  • Empowers patients and caregivers by providing ongoing education regarding psychosocial issues related to kidney disease and all available support services including but not limited to transition to dialysis, conservative care, and advance directives. • Conduct virtual assessments to identify patients’ social, emotional, and financial needs, with a focus on social drivers of health.  • Develop and implement individualized care plans that address patients' needs, connecting them with relevant community resources such as housing assistance, food programs, financial aid services, etc.  • Manages referrals regarding patients at high risk of poor health outcomes, barriers to complete treatment recommendations, and/or with complex psychosocial barriers. Identifies root cause(s) of barrier(s), develops plan of intervention with an evidence-based approach, executes intervention, and monitors success of intervention. Re-evaluates interventions and plans as necessary.   • Provides supportive counseling services to patients as permitted within the scope of their clinical training and state license. • Reports the discovery of unreported medical or social conditions or changes at home that may lead to adverse outcomes to the clinical team and ensures that these are referred to appropriate sources for attention.  • Advocate for patients by facilitating access to appropriate social services and supporting them through healthcare and social care navigation.  • Maintain thorough and timely documentation of all patient interactions, care plans, and interventions, ensuring compliance with company policies and regulatory requirements.