• 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

Role Description Learner Education is seeking a part time, remote Tutor Operations and Support Assistant to support tutor hiring, onboarding, placements, and day to day operational needs across our tutoring programs. This role is ideal for someone early in their career who is highly organized, detail oriented, and comfortable supporting multiple workflows in a fast growing, remote education company. This position blends tutor support, placement coordination, onboarding and offboarding tasks, and recruiting administration. You will play a key role in executing established processes and supporting both tutors and internal teams. What You Will Do - Tutor Placement and Support - Review student needs and assist with matching students to appropriate tutors - Coordinate and schedule trial sessions between students and tutors - Track trial sessions and placement outcomes from start to finish - Communicate with tutors via email and internal systems to confirm availability and next steps - Support Academic Advisors and Placement teams with administrative coordination - Provide timely and professional support to tutors and students as needed - Tutor Onboarding and Offboarding - Support onboarding tasks such as profile setup, system access, and documentation tracking - Assist with offboarding tasks including status updates and record maintenance - Maintain accurate tutor records across internal tools and systems - Recruiting and Hiring Support - Screen tutor applications using established guidelines and tools - Support background check processing and status tracking - Maintain accurate hiring and candidate records in Workable and related systems - Client and Internal Support - Assist with responding to tutor and student inquiries - Route questions or issues to the appropriate team when needed - Maintain clear, professional communication across email, Slack, and internal tools - Support documentation, data entry, and process updates as systems evolve - Take on additional administrative and coordination tasks as needed Qualifications - Strong written and verbal English communication skills - Ability to communicate clearly and professionally with tutors, students, and internal teams - Excellent attention to detail and organization - Comfortable working independently in a fast paced, remote environment - Ability to follow structured processes while adapting to change - Calm, reliable, and solution oriented when handling time sensitive requests - Comfortable learning and using tools such as Google Suite, Slack, Workable, and internal platforms - Interest in education, tutoring, or operational support Requirements - Reliable computer or laptop - High speed internet - Quiet and professional workspace Schedule - Saturday and Sunday from 12 PM to 6 PM ET - Monday evenings from 5 PM to 9 PM ET Compensation Compensation is structured specifically for international hires based in these locations.