• Review and reconcile account data within both retirement accounts and HI operating accounts • Become an expert in 3-4 operational processes and serve as an advanced source of knowledge for HI stakeholders • Provide transactional assistance to Ops teams across the organization when necessary to support scenarios of high volume, interim product development, or prioritized business needs • Trace transaction information through the recordkeeping lifecycle • Identify, analyze, and propose practical solutions for operational challenges while collaborating with team members to implement improvements • Assist triaging incoming assignments to teammates • Contribute to team improvement initiatives and projects • Handle varied workload composition of 5-7 types of team tasks including complex assignments and highly escalations issues

• Serve as the physician-facing point of medical contact for ordering providers, applying clinical judgment to resolve questions and concerns that require a physician's perspective. • Provide medical leadership to the internal teams that support ordering physicians, translating clinical context into operational decisions. • Lead the development and optimization of physician onboarding and ordering workflows to ensure a seamless ordering experience for physicians. • Identify and address clinical and operational barriers that impact physician adoption, utilization, and retention. • Partner with Medical Affairs, Laboratory, and commercial cross-functional teams to improve end-to-end clinical and operational processes. • Provide medical oversight and guidance for clinical experience initiatives and operational improvement projects. • Analyze physician ordering patterns, operational metrics, and physician feedback to identify opportunities for process improvement. • Serve as a senior clinical and operational resource to ordering physicians for complex clinical questions and escalations. • Translate physician insights and operational challenges into actionable recommendations for Medical Affairs and business leadership. • Drive initiatives to improve specimen quality, turnaround times, ordering efficiency, and the overall quality of the physician ordering experience. • Evaluate and address challenges that contribute to provider attrition, including clinical friction, workflow inefficiencies, and ordering obstacles.

• Lead, Scale, & Coach Teams: Directly manage the day-to-day intake and orientation teams; coach personnel on call quality, high-velocity outreach execution, and modern workflow standards. • Drive Funnel Conversion & Velocity: Own top-of-funnel pipeline performance. Treat family inquiries as high-priority leads by driving aggressive speed-to-lead times (targeting outreach within 1 business day) and maximizing conversion from inquiry to completed orientation. • Promote Model Value & Reduce Friction: Ensure families understand the clinical advantages of virtual ABA therapy, while systematically eliminating pipeline no-shows, reschedules, and process delays. • Govern Document & Data Operations: Oversee high-volume, compliant data collection pipelines, including medical diagnosis collection, clinical escalations, and Release of Information (ROI) management across HubSpot and ClickUp. • Champion Operational Agility: Thrives on continuous improvement; quickly translate daily performance trends into workflow adjustments, adapt to rapid organizational updates, and resolve complex family onboarding escalations.

• Provide support to our participants via WhatsApp and email, primarily on weekends and in the afternoons • Triage and contextualize common questions about GLP-1 agonists: everyday effects, dosing issues, common side effects, and practical behavior tips • Recognize warning signs (red flags) and perform clear escalation or recommend medical evaluation, without making diagnoses • Assist with check-ins, documentation, and maintenance of treatment plans according to clear templates • Operational basics: shipment status, address changes, special cases, coordination, and clear communication