• To support Operations Support Services leadership relating to all aspects of quality assurance • Ensure service level agreements are maintained • Research and resolve complex technical issues • Manage and create escalation procedures • Track and monitor issues ensuring a timely resolution • Perform monthly quality and technical audits • Provides leadership, direction, and support to a team of OSS colleagues • Assigns and monitors workload for OSS colleagues; coordinates project volume and assignments • Ensures that processes and procedures are adhered to and that department objectives and Service Level Agreements (SLAs) are met • Assists leadership to establish departmental procedures, standards, and metrics • Supports OSS Coordinators and OSS Associates by providing advice on handling complex issues • Tracks non-compliance issues and monitors through to resolution • Acts as quality assurance by identifying, researching, resolving and responding to technical and non-technical issues or questions • Communicates high visibility issues to immediate supervisor • Maintains high level of knowledge of applicable claim systems, processes, and procedures to assist in a resolution to customer issues • Escalates calls to the appropriate departments as needed • Provides status and follow-up information to customers as needed • Reviews quality data, conducts audits, tracks quality metrics and reports findings to appropriate management • Conducts training for OSS Coordinators and OSS Associates • Monitors incoming calls and emails to ensure issues are addressed and resolved in a timely manner • Assists leadership to identify and implement process improvement initiatives • Assists in interviews of Coordinators and Associates and provides feedback to hiring manager

• 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