• Own and maintain the roadmap for Zendesk and related tooling across clinical, records management, member support, and provider support; balancing near-term improvements with longer-term strategic initiatives. • Work closely with clinical and service team Leads through workflow mapping and discovery sessions to identify bottlenecks, manual effort, and automation opportunities. • Evaluate and prioritize AI agent opportunities in Zendesk and other platforms in partnership with the Lead Zendesk Administrator, assessing feasibility, ROI, and operational risk before committing solutions to the roadmap. • Serve as the primary stakeholder and advocate for clinical and member service teams in product and engineering planning cycles, translating operational needs into clear requirements, participating in sprint reviews, and signing off on solutions prior to launch. • Define success metrics and own the feedback loop for launched initiatives, including AI agent performance; monitor resolution quality, escalation rates, and team sentiment to determine when solutions need tuning or rollback. • Partner with product, engineering, legal, compliance, and clinical leadership to establish guardrails and approval processes for AI-assisted workflows touching support and clinical operations. • Support change management for new tools and workflows, including documentation, training coordination, and phased rollout planning. • Track and communicate roadmap progress and initiative outcomes to the Chief Clinical & Member Services Officer and cross-functional senior stakeholders. • Other tasks assigned as required.

• Oversee the execution of clinical trials, ensuring that they are conducted efficiently, on time, and in compliance with regulatory requirements. • Coordinate clinical operations delivery, resolving issues, and developing team capability. • Lead the operational planning and execution of clinical trials, ensuring adherence to protocols and timelines. • Engage with cross-functional teams to optimize trial design and enhance operational efficiency throughout the clinical development process. • Monitor trial progress and performance metrics, providing insights to inform decision-making and drive continuous improvement. • Mentor and develop junior staff, fostering a culture of collaboration and excellence within the team. • Build strong relationships with internal and external stakeholders to facilitate smooth communication across clinical operations.

Title: Legacy Case Officer Location: Remote with occasional travel to Downton and London Job Description: Salary£30,255 - £37,732 per annum LocationRemote with occasional travel to Downton and London This is a Permanent, Full Time vacancy that will close in 11 days at 23:59 BST. The Vacancy Legacy Case Officer Salary: £30,255 - £37,732 per annum Location: Remote (with occasional travel to Downton, Salisbury, SP5 3RB and other UK locations as needed) Hours: Full time, 35 hours per week Contract: Permanent We have an exciting opportunity for a Legacy Case Officer to join our Legacy team at Help for Heroes. You’ll be playing a vital role in our legacy fundraising, taking responsibility for a wide variety of legacy cases, and ensuring we receive funds to support veterans and their families to live well after service. Please see below for more information on what just might be your future role. About the Role Legacies are key to our work at Help for Heroes. It is thanks to our generous supporters that we can continue providing practical help and hope to veterans and families across the UK. We wouldn’t be able to continue without them. The Legacy Case Officer is key in ensuring we will receive these gifts. The role has responsibility for almost half of our legacy income, covering a significant number of non-contentious residuary, specific and life interest cases. It involves a high degree of autonomy as you will help protect the charity’s income and reputation through sensitive case management, and acting within the limits delegated. You will be supported throughout by your colleagues and manager, with additional learning & development available. This role is remote to ensure we can recruit the best candidate, but with an expectation to be able to travel occasionally to our Head Office or London for meetings About You You have first-hand experience of dealing in legacy administration, capable of dealing with a variety of charitable gifts and matters. It is not essential to have knowledge of resolving contentious cases, but you are able to identify which may require additional support. You will be experienced in Charity Legacy Administration with a ILM qualification (CiCLA or Diploma) or relevant experience from the charity or legal sector. As an individual: - You are confident and able to work autonomously - You are empathetic and sensitive when helping bereaved families - You have strong attention to detail - You are great at prioritisation and time management - And you are passionate about legacy fundraising You are also willing and able to travel as required for meetings, training or other, including to Downton (SP5 3RB) or London, with occasional travel to other UK locations. You are welcome to ask for further information during the interview stage. You are also comfortable staying away from home overnight on occasion, when required to support events or team activities. About the Team This role is a key part of the Legacy Management Team which sits within Legacy & In-Memory, and part of the wider Mass Fundraising Team. We’re a team with a variety of experience and knowledge, always welcoming those with new perspectives. The team is values-driven, supportive and committed to best practice, learning and continuous improvement. Collaboration sits at the heart of how we work - both within the service and across the wider charity — to ensure we do the best for our beneficiaries. In return we can offer you: - Belonging to a team who make a difference to our community and value equality, diversity and inclusion. - 29 days’ annual leave plus 8 bank holidays, regardless of service — plus your birthday off to celebrate! - Opportunity to buy and sell up to 5 days annual leave per year. - Added to our free health scheme from day one, including discounts on dental, opticians, massages, and more - with the option to upgrade. - 3 volunteer days per year to support the Help for Heroes community. - A generous salary sacrifice pension scheme with an 8% employer contribution and a minimum 3% employee contribution, plus life insurance up to 4× salary as an active member. Closing date: 31st May 2026 Interview Process: First Interview (virtual), week commencing 15th JuneSecond Interview (in-person), 25th or 26th June We reserve the right to close this vacancy early if we receive a high number of strong applications. We are committed to equality, diversity and inclusion and welcome applications from all backgrounds. About Us Help for Heroes believes those who serve our country deserve support when they’re wounded. Every day, men and women have to leave their career in the Armed Forces as a result of physical or psychological wounds. The Charity helps them, and their families, to recover and get on with their lives. It has already supported more than 26,500 people and won’t stop until every wounded veteran gets the support they deserve. Our Values Innovative Collaborative Authentic Resourceful Energetic

Role Description This position is in the Health Information Management Service (HIMS) at James J. Peters VA Medical Center. The incumbent is responsible for reviewing the overall quality and completeness of clinical documentation. - Temporarily eligible for Remote work within 50 miles of a VA Medical Center. - May fall under the Presidential Memorandum titled "Return to In-Person Work" which will require you to go into the office if the exemption is not approved at the next review. - Medical Records Technician (Clinical Documentation Improvement Specialist (CDIS - Inpatient)), GS-9 Assignment. - Inpatient CDISs must be able to perform all duties of a MRT (Coder-Inpatient). - Serve as the liaison between health information management and clinical staff. - Responsible for facilitating improved overall quality, education, completeness, and accuracy of health record documentation through extensive interaction with clinical, coding, and other associated staff. - Review documentation and facilitate modifications to the health record to ensure accurate severity of illness, risk of mortality, complexity of care, and utilization of resources. - Identify opportunities for documentation improvement by ensuring that diagnoses and procedures are documented to the highest level of specificity. - Recommend changes and/or update medical center policy pertaining to clinical documentation improvement. - Serve as a technical expert in health record content and documentation requirements. - Query clinical staff to clarify ambiguous, conflicting, or incomplete documentation. - Review appropriateness of and responses to queries through review of query reports. - Perform reviews of the health record documentation, developing criteria, collecting data, graphing and analyzing results, creating reports, and communicating orally and/or in writing to appropriate groups and leadership. - Obtain appropriate corrective action plans from responsible clinical service directors and recommend improvements or changes in documentation practices, when applicable. - Adhere to established documentation requirements as outlined by accrediting agencies guidelines, regulations, policies, and medical-legal requirements. - Monitor trends in the industry and/or changes in regulations that could or should impact coding and documentation practices and identify who may require education. - Responsible for the development and implementation of active training/education programs for all clinical staff to ensure the CDIS program objectives are met. - Provide training in small or large groups, educating clinical staff about current documentation standards and improvement techniques. - Apply applicable coding conventions and guidelines to identify the principal and secondary diagnoses, and complete significant procedures to accurately reflect the patient's hospital course and DRG assignment in the inpatient setting. Qualifications - Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. - United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. - English Language Proficiency: MRTs (Coder) must be proficient in spoken and written English as required by 38 U.S.C. § 7403(f). - Experience: One year of creditable experience that indicates knowledge of medical terminology, anatomy, physiology, pathophysiology, medical coding, and the structure and format of health records. - Education: An associate's degree from an accredited college or university recognized by the U.S. Department of Education with a major field of study in health information technology/health information management, or a related degree with a minimum of 12 semester hours in health information technology/health information management. - Completion of an AHIMA approved coding program, or other intense coding training program of approximately one year or more that included courses in anatomy and physiology, medical terminology, basic ICD diagnostic/procedural, and basic CPT coding. - Experience/Education Combination: Equivalent combinations of creditable experience and education are qualifying for meeting the basic requirements. - Certification: Persons hired or reassigned to MRT (Coder) positions in the GS-0675 series in VHA must have either Apprentice/Associate Level Certification or Mastery Level Certification through AHIMA or AAPC. Requirements - Experience equivalent to the journey grade level of a MRT (Coder-inpatient). - An associate's degree or higher, and three years of experience in clinical documentation improvement. - Mastery level certification through AHIMA or AAPC, and two years of experience in clinical documentation improvement. - Clinical experience such as RN, M.D., or DO, and one year of experience in clinical documentation improvement. - Demonstrated Knowledge, Skills, and Abilities (KSAs) must be demonstrated on your resume or submitted as a supporting document as part of your application package. Benefits - Work Schedule: Monday to Friday, 8:00am to 4:30pm EST. - Remote: The option for remote work will be assessed continuously, and the selected individual may need to return to a VA office if required. - Selectees must live within 50 miles of a VA Medical Center (NOTE: This does not include CBOCs). - Telework: Not applicable, this is a remote position. - Virtual: This is not a virtual position. - Relocation/Recruitment Incentives: Not Authorized. - Permanent Change of Station (PCS): Not Authorized. Education Requirements - Transcripts are not required but should be included with application materials if basing any of your qualifications on education. - Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. - If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. Physical Requirements See VA Handbook 5019.