• Be the go‑to expert in 360 • Establish yourself as a trusted subject‑matter expert in the 360 platform, acting as the primary liaison between the Department Manager, Director of Client Solutions, and cross‑functional teams to ensure seamless execution of client programs. • Drive client and business success • Lead and execute mutual business goals for Acosta and its clients by translating client objectives into clear, actionable plans that support sales growth and operational excellence. • Own assignment setup and communication • Ensure every assignment is set up accurately in 360, including online scheduling and call report configuration, while clearly communicating requirements, updates, and changes to internal stakeholders. • Monitor performance and recommend improvements • Track progress against performance objectives for local business managers, identify gaps, and provide corrective actions or recommendations to improve in‑store execution and deliverables. • Support and guide client service teams • Provide clear direction and ongoing support to client service team personnel to help achieve sales targets, team goals, and high client satisfaction. • Manage change with confidence • Coordinate and manage all job or service order changes, partnering closely with the Client Director and Service Coordinator team to ensure accuracy, alignment, and timely execution. • Maintain strong communication and reporting • Follow consistent communication and reporting procedures with your Department Manager, ensuring transparency, accountability, and alignment across teams. • Continuously learn and adapt • Build and maintain a strong understanding of 360 processes and best practices, staying agile as client needs and business priorities evolve. • Contribute beyond the job description • Perform additional duties as needed, supporting team success and continuous improvement across client service operations.

• Processing all incoming prior authorization and referral requests involving several state Medicaid members • Managing the intake process, referrals, eligibility verification, member demographic review and other related functions to the prior authorization or referral requests • Ensures correct prior authorization/referral form is completed for patient’s plan • Reviews medical necessity documents for accurate information to include patient provider identification information, clinic or procedure requested, and appropriate CPT/Diagnosis codes to verify the accuracy and completeness of information submitted by healthcare providers • Ensures diagnoses, procedures, and services are correctly documented, in accordance with industry standards and regulatory requirements • Validates the appropriateness of prior authorization requests and referrals based on established policies, contracts, and medical guidelines • Identifies discrepancies or inconsistencies and appropriately communicate them for further investigation • Monitors prior authorization requests and referrals processing activities to ensure adherence to legal and regulatory requirements, such as HIPAA, CMS guidelines, and contractual obligations • Updates systems with patient information and actions to ensure timely claims payment • Achieves daily, monthly, and quarterly quality and productivity KPIs • Secures patient demographics and medical information, ensuring HIPPA compliance

• Be the voice of Nest for our partner practices. You'll respond to inbound requests via email, phone, and chat with empathy, urgency, and clarity; troubleshoot issues with billing, plan setup, client communications, and platform usage; and maintain accurate records in our support system. • Help build the resources that scale us. You'll create and update self-serve content — help center articles, training videos, and internal documentation — that makes our support smarter and faster over time. • Your observations from the front lines are valuable. You'll escalate bugs and pain points to Product and Hospital Success, identify recurring practice needs, and participate in cross-functional syncs to advocate for the customer.

• Build the infrastructure that scales. You'll design SOPs and workflows for support triage, escalation, and resolution; implement systems to track tickets, SLAs, and customer feedback; and own our knowledge base from the ground up — articles, videos, internal documentation. • Turn data into decisions. You'll create internal and partner-facing reports on ticket volume and trends, CSAT and response metrics, and product feedback themes — then surface those insights directly to Product, Hospital Success, and Leadership to drive continuous improvement. • You'll sit at the intersection of everything. Work closely with Hospital Success on onboarding and lifecycle support, partner with Product and Engineering on bugs and usability issues, and support Sales with customer readiness, renewals, and testimonials. • Build a team worth staying on. Manage and mentor Client Success Associates, set clear goals, run weekly syncs and 1:1s, and create a culture of empathy, ownership, and high performance. You raise the bar — and you make it feel good to be held to it.