• Work with SMEs to create simplified work instructions and playbooks • Organize and update SOPs in SWI templates • Collaborate with site leadership for document updates • Support the quality team with internal audits • Track document update closure for timely implementation

• Provide strategic, expert-level technical support to ensure the highest levels of customer satisfaction. • Diagnose and resolve complex technical issues, leveraging automated technology and instrumentation to prevent future problems. • Act as the go-to expert for critical customer escalations and complex issues, frequently collaborating with engineering, QA, and product teams to resolve challenges. • Involve on-site visits to customers, in addition to remote support. • Mentor junior support team members and provide guidance to improve team performance and technical acumen. • Offer strategic technical support for Neumo Core and Applications products, ensuring timely resolution of complex customer issues. • Utilize automated technology and instrumentation to diagnose, document, and resolve technical problems while proactively preventing future issues. • Serve as the primary point of contact for escalated support cases, collaborating with internal teams (engineering, QA, and product management) to drive solutions. • Lead on-site customer support efforts as necessary, resolving high-impact technical issues in person when required. • Deliver post-sales technical support for customers, including answering questions related to the use and troubleshooting of Neumo products (including Electronic Support Services like Zendesk). • Develop and maintain relationships with customers to ensure they receive the best possible support and satisfaction with Neumo products. • Mentor and provide direction to junior support staff, sharing knowledge and fostering team development. • Lead or contribute to cross-functional projects, initiatives, and process improvements aimed at enhancing customer experience and product usability. • Develop and update technical documentation, procedures, and best practices for both internal and external use. • Collaborate on root cause analysis of recurring issues to help product and engineering teams improve the stability and functionality of Neumo products. • Drive customer satisfaction by advocating for customer needs within the support team and across the organization. • Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements.

• Provide timely and accurate information to international customers and internal teams via phone, email, and other electronic channels • Manage high volume of international customer accounts and their support needs • Resolve customer inquiries and issues promptly and communicate the resolution clearly and logically. Troubleshoot the issue and identify the root cause • Partner with Sales team counterparts to follow-up on missing information needed to process and report ordered tests • Document all customer interactions, communications, actions taken, and follow ups in our customer service applications • Collaborate with internal teams such as sales, product development, and lab operations to ensure customer needs are met effectively • Coordinate with logistics and shipping teams to resolve any shipping, customs, or delivery issues related to kits or samples • Provide training and educational support to our internal teams and customers on test ordering processes • Stay updated on the latest company products, services, and processes (including samples required, test turnaround time, required order information, required waivers, etc…) to offer the best support • Track and report common customer issues, providing feedback for process improvements or product enhancements • Lead or support special projects and other duties as required to meet business needs • Assist in testing upgrades to and development of new customer service tools • Stay current with Natera training requirements and assist with mentoring and training new employees on international support processes • Note this role works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) to perform the job

Role Description This position is responsible for the regional support and management of clinical tasks through remote work of the Epic in basket messaging system. Responsibilities include but are not limited to: - Managing work queues related to overdue and expiring patient orders, results, and patient messages. - Working on Regional Medication Prior Authorizations and collaborating closely with clinics to ensure timely follow-up to patient tasks. - This position is primarily remote, with options to work at a designated UnityPoint workspace considered upon request as space becomes available. Qualifications - Graduate of an accredited program for RNs. - Valid RN license in the state(s) of practice, including eligibility under a NLC multistate license. - Iowa Board of Nursing (IABON) - Illinois Department of Financial & Professional Regulation (IDFPR) - Wisconsin Department of Safety and Professional Services (WIDSPS) - Must possess and maintain current Basic Life Support (BLS) certification from the American Heart Association (AHA). - Dual licensed positions must obtain and submit proof of dual licensure within 90 days of hire/transfer; proof of application is acceptable during this period. Requirements - Demonstrates competence in the clinical skills necessary to carry out assigned duties. - Responsible for assisting in managing Epic in baskets including but not limited to results, orders, and patient messages. - Complete tasks within scope of certification, licensure, and competency as delegated by provider to support patient care. - Provide appropriate and timely documentation in the patient’s electronic medical record using standardized workflows and processes. - Apply Nursing process (assessment, diagnosis, planning, intervention, and evaluation) within licensure guidelines. - Complete appropriate documentation in electronic health record from phone calls to facilities or patients when working task buckets. - Ensure the electronic health record is maintained according to office policy and workflow through both electronic and paper scanning of documents. - Support team efforts in patient care delivery objectives. - Answer questions and provide teaching to patient and family members as directed by provider. - Thoroughly understand testing (lab and procedures) values and relationship to patient status with accountability to take next steps, as appropriate to scope and licensure. - Maintain compliance with CLIA, OSHA, Safety and Risk Management guidelines. - Behave in a manner consistent with all policies and procedures, including but not limited to Compliance, HIPAA, and personnel workplace rules. - Maintain regular and consistent attendance at work. - Demonstrate initiative to improve quality and customer service by striving to exceed customer expectations. - Balance team and individual responsibilities; be open and objective to others' views; give and welcome feedback; contribute to positive team goals; and put the success of the team above own interests. - Perform other duties as requested by Clinic Administrator to facilitate the smooth and effective operations of the team. Benefits - Paid time off, parental leave, 401K matching, and an employee recognition program. - Dental and health insurance, paid holidays, short and long-term disability, and more. - Pet insurance for your four-legged family members. - Early access to earned wages with Daily Pay. - Tuition reimbursement to help further your career. - Adoption assistance to help you grow your family. - A culture of belonging where everyone feels valued and respected. - Support and development opportunities to deliver an exceptional employment experience.