• Lead, coach, and motivate a high-performing team • Conduct regular 1:1s, reviews, and development planning • Create a positive, supportive, and engaging team culture • Act as a role model—bringing energy, accountability, and enthusiasm • Ensure appropriate team resourcing and holiday coordination • Deliver and maintain KPI and SLA performance targets • Oversee route planning and inspection scheduling • Ensure all activity aligns with client requirements and service standards • Handle complex claims and high-level escalations effectively • Drive consistency, quality, and accuracy across all outputs • Manage escalations from customers, insurers, and repairers • Build and maintain strong client relationships • Collaborate closely with account management teams • Communicate confidently across phone and email channels • Produce and analyse Management Information (MI) and reports • Identify trends, risks, and opportunities for improvement • Drive process optimisation within a structured, process-led environment • Ensure alignment between operational delivery and wider business strategy • Support and lead business change initiatives • Clearly communicate change, ensuring team understanding and engagement • Maintain compliance with Health & Safety and company policies • Participate in Business Continuity Planning

• Lead and manage the revenue cycle operations, including but not limited to billing, holds/credentialing, denials, collections, and accounts receivable management. • Assist in developing and implementing KPIs and policies and procedures to ensure accurate and timely submission of claims, reduce denials, and increase collections. • Analyze trends impacting charges, coding, collection, and accounts receivable and take appropriate action to realign staff, third party vendors and revise policies and procedures. • Identify and resolve revenue cycle issues, including coding and billing errors, incomplete or inaccurate patient information, insurance prioritization and other issues that may impact revenue. • Monitor and analyze revenue cycle metrics, including accounts receivable aging, claim submission, payment turnaround times, and denial rates. • Analyze billing and claims for accuracy and completeness; follow up with RCM teams and third party vendors on work queues, pending claims and unpaid AR. • Spearhead the resolution of rejected or underpaid claims by conducting targeted appeals and payer negotiations. • Analyze and manage overpayments from payers as well as implementing policies to reduce denials and refunds. • Work with credentialing, billing and coding staff to ensure compliance with regulatory requirements, including HIPAA and other federal and state regulations. • Develop and maintain strong relationships with RCM Directors, HR, Clinical Operations and Credentialing departments to ensure a smooth revenue cycle operation. • Review and respond to various payor correspondence • Communicate with patients and clients

• Responsible for sales growth of Össur bracing & support products • Make sales presentations to all medical professionals within the assigned territory to elicit use of Össur orthopedic products and achieve sales goals • Develop and build relationships with various clinical decision makers to expand Össur core customer base and product sales market share • Help to develop effective sales strategies to achieve sales goals and objectives within designated territory • Attains or exceeds monthly, quarterly and annual territory sales objectives for all products • Utilizes all available tools to effectively execute the sales plan within the assigned territory and/or customer file • Assess territory/customer reports and databases to effectively and efficiently organize and plan territory priorities and activities

• Architect and implement the 'White Glove' infrastructure, including the creation of standardized email templates, outreach cadences, and automated triggers for the onboarding journey. • Manage and mentor a team of 4 CSMs, providing coaching on provider engagement, issue resolution, and data-driven account management. • Build and maintain a suite of reporting tools and dashboards (utilizing Snowflake and PowerBI) to track team KPIs, sample throughput, and provider health scores. • Define the 'Success Framework' for new provider onboarding, establishing clear benchmarks for what constitutes a 'frictionless' transition to Natera. • Lead the integration of CRM automations and communication platforms to ensure the team can scale their 'white glove' touch without a proportional increase in manual labor. • Identify and mitigate systemic friction points by synthesizing feedback from your team and collaborating with Product, Engineering, and Clinical Operations. • Quantify the ROI of the White Glove program, delivering regular reports to executive leadership on provider retention, time-to-first-result, and long-term test utilization. • Standardize cross-functional workflows with MSLs and Sales to ensure a unified Natera voice during the critical first 90 days of the provider relationship. • Quantify the impact of high-touch intervention on long-term provider retention and test utilization.