• Handle all inbound calls to the organization; determine the purpose/screens and directs to the appropriate department or team member. • Routes messages and escalations to the appropriate department or team member • Schedules appointments, reschedules as needed. • Performs administrative and clerical support tasks.

• Design and implement Illumio’s product for basic customer installations, applying a complete understanding of product capabilities, deployment models, and best practices • Assess and resolve a wide range of customer issues related to deployment, configuration, and policy using advanced analytical and problem-solving techniques • Diagnose unusual or ambiguous situations, identify root causes, and develop creative, effective solutions—even when precedent or documentation is limited • Evaluate risk, implications, and trade-offs when selecting the appropriate course of action, exercising sound judgment and professional discretion • Identify gaps or improvement opportunities in customer deployment strategies and security policies and recommend appropriate adjustments • Proactively manage your own priorities, deadlines, and workload with minimal day-to-day instruction as a self-starter • Collaborate with senior team members to validate architectural approaches and optimize the application of product features for customer environments • Present new ideas, improvements, and lessons learned, contributing to continuous improvement within the Professional Services organization • Act as a trusted customer advocate by delivering solutions with a Customer First, Always mindset

• Conduct 60-minute virtual intake appointments to screen for obesity/overweight and determine individualized treatment plans. • Provide comprehensive clinical services, including medication management (e.g., GLP-1s and other anti-obesity medications) and ordering/interpreting diagnostic labs. • Lead our "Positive Parenting for Healthy Weight" Shared Medical Appointment groups • Collaborate with behavioral health colleagues and refer to other services as appropriate • Lead 30-minute medical follow-up appointments to monitor progress and adjust treatment plans. • Complete clinical documentation and administrative work accurately and in a timely manner. • Collaborate with nursing staff on prior authorizations and care coordination.

• Serve as a day-to-day point of contact for practice owners—answering questions, providing updates, and reinforcing workflows. • Be the subject matter expert in using our tools, proactively and resourcefully researching and resolving issues before escalating to internal teams. • Respond to support tickets within defined SLAs, using internal documentation and escalating issues when needed. • Take the lead in developing and updating our internal knowledge base to empower users. • Collaborate with internal teams—RCM, Clinical Success, HR, Recruiting, and Product—to resolve outstanding issues and keep provider records current.