• Research incoming appeals, grievances and complaints, including consideration and reconsideration requests, to properly identify and categorize as processed claims (grievances), denied services (appeals or self-funded (ASO) group requests) or complaints • Collect all appropriate data and information, and process for clinical or contract consideration as appropriate. • Coordinate case review with dental consultants. • Coordinate timely handling and resolution responses for high volume of appeals and grievances within various regulatory and contractual timelines • Reconcile across systems to ensure that all member appeals and grievance are logged and tracked. • Direct external independent reviews to the appropriate independent review organization (IRO) • Document records in accordance with DOI guidance requirements • Prepare and manage all monthly and quarterly customer and internal reporting • Communicate effectively with other departments such as Claims and Customer Service, Billing & Eligibility, Marketing and Professional Relations to ensure complete and fair reviews of complaints, grievances and appeals

• Support the Company’s licensing efforts in gaming states for entities, key persons, employees, and vendors; • Execute compliance-related tasks related to the Company’s live wagering products; • Review regulations regularly and ensure team members are up to date on requirements; • Identify and onboard third-party technology and service providers to increase internal efficiencies; • Assist in building the Company’s culture of compliance; • Communicate with state regulators as required; • Support the wider Company in building a leading digital gaming platform.

• Provide first-level technical support for hardware and software problems, (Microsoft Office, VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony, etc.). • Support multiple clients • Identify and document customer issues clearly and accurately • Escalate unresolved tickets to appropriate internal teams as needed • Accurately assign ticket urgency and impact following ITIL best practices • Assist clinicians—including doctors, nurses, and therapists—with EHR usability • Deliver outstanding customer service through clear communication, patience, and empathy

• Equip students with the skills and knowledge needed to manage healthcare information and EHR systems effectively. • Provide hands-on training in EPIC, SQL, Tableau, and Crystal Reports. • Prepare students for real-world challenges in clinical data management, system implementation, and reporting. • Gain foundational knowledge to support healthcare IT systems, ensuring data accuracy, security, and compliance. • Prepare for the HIMSS CAHIMS certification, providing a strong pathway into health information technology and EHR specialist roles across healthcare settings.