• Directs, supervises, and coordinates the daily activities of a team with the Patient Access Center • Manages the coordination of patient appointments and assessments • Assures service excellence of Access Center operations to patients, physicians, and internal customers

• Own and manage the day-to-day operation of the Service Desk • Have oversight of all incoming cases, ensuring timely triage, prioritisation, and resolution • Act as the escalation point for complex or high-impact issues • Take ownership of second-line and above support cases • Ensure that SLAs are consistently met • Lead incident response for major or high-severity issues • Coordinate internal teams during incidents and provide clear client communication • Drive root cause analysis and ensure preventative measures are implemented • Develop deep expertise across Transreport’s product suite • Act as the bridge between product and support teams • Translate technical changes into clear support guidance and client-facing communications • Feed customer insights back into product development • Design, implement, and continuously improve support processes • Create and maintain internal knowledge bases and client-facing documentation • Develop training materials to support onboarding and ongoing enablement • Use AI tools to streamline processes and support efficient case resolution • Act as the face of the Service Desk for key clients • Build strong relationships with client service management teams • Monitor KPIs such as SLAs, response times, and resolution rates • Identify trends and drive continuous improvement initiatives • Own and manage client service meetings

• Support program delivery through management, validation, and analysis of program data across multiple systems and stakeholders • Develop, maintain, and enhance reporting tools and dashboards (including Power BI) to support program tracking, invoicing, and performance reporting • Coordinate data integration efforts between internal platforms, client systems, and subcontractor tools, ensuring accurate and timely data exchange • Partner with internal and external IT teams to support system integrations, including testing, troubleshooting, issue resolution, and ongoing maintenance • Assist in defining data requirements, mapping logic, and validation processes to ensure high data quality and alignment with reporting expectations • Support invoicing and reporting processes by ensuring data completeness, accuracy, and compliance with contractual requirements • Monitor program performance metrics and provide insights to support program management and decision-making • Contribute to process improvements, workflow optimization, and standardization across program operations • Coordinate across cross-functional teams (program, finance, IT, subcontractors) to support program execution and issue resolution • Support ad hoc analysis, reporting requests, and program operational needs as they arise

• Perform duties for revenue operations department related to either medical insurance billing, collections or patient access • Communicate with insurance payers to ensure proper insurance coverage for our patients or to ensure timely and accurate reimbursement for dialysis services rendered at our clinics • Review and submit system setup requests to appropriate teams to ensure center and payer information is loaded into the billing system for accurate billing • Respond timely and accurately to payer communications • Collaborate with other revenue operations teams to ensure seamless processes across teams • Partner with clinics teammates such as Insurance counselors, social workers and facility administrators to ensure timely and accurate insurance information • Help identify process changes and opportunities for continuous improvements • Maintain current patient account information at all times • Maintain confidentiality of all company and patient information in accordance with HIPAA regulations and DaVita policies • May be asked to work overtime as needed • Attend team meetings, phone conferences, and training as needed • Know, understand and follow teammate guidelines, employment policies, and department or company procedures