• Clinical Complaint Management & Patient Advocacy • Investigate & Resolve: Process and thoroughly investigate clinically related patient complaints. Gather additional context from patients, clinic staff, and providers as indicated. • Cross-Functional Triage: Coordinate closely with radiology, patient experience, and provider teams during investigations. Triage and escalate concerns to ensure timely, empathetic, and thorough resolution. • Clinical Education: Follow up directly with patients to provide clarity and education regarding their medical history, scan results, and the scope of a whole-body MRI, resolving concerns with clinical authority and empathy. • Case Presentation: Prepare and present complex cases for clinical quality review, offering evidence-based recommendations for resolution and systemic prevention. • Incident Review & Systems-Level Safety Analysis • Systemic Event Review: Manage the internal incident reporting system. Review safety reports and compile comprehensive event summaries. • Root Cause Analysis (RCA): Lead or participate in RCAs or alternative incident review systems, moving past surface-level explanations to identify underlying systems issues and latent vulnerabilities. • Actionable Interventions: Translate incident findings into concrete, actionable items and interventions designed to mitigate future risks. • Regulatory Compliance: Ensure all safety tracking and incident resolutions remain fully compliant with regulatory and accreditation standards. • Quality Improvement (QI) & Safety Culture • Drive QI Projects: Partner with multidisciplinary teams to design, implement, and evaluate targeted quality improvement projects aimed at enhancing patient safety, clinical accuracy, and operational efficiency. • Trend Analysis: Monitor safety and quality data trends to proactively recommend preventative interventions before systemic issues arise. • Just Culture Champion: Serve as the organizational advocate for a fair, transparent safety culture. Conduct training for clinical and administrative staff to promote psychological safety and transparent incident reporting. • Data Management & Reporting • Maintain Quality Records: Keep meticulous, secure records of all quality activities, complaints, and incident investigations to support data-driven decision-making. • Monthly Insights: Prepare monthly quality and safety reports for leadership, highlighting key trends, loop-closure metrics, and strategic opportunities for improvement.

• Diseñar y desplegar arquitecturas de automatización de canales propios mediante journeys complejos y multinivel. • Construir y ejecutar campañas de CRM directas con alta precisión técnica en la segmentación. • Diseñar, construir y mantener los frameworks de proyectos automatizados. • Velar por la salud de la base de usuarios diseñando y controlando las políticas de capping. • Gestionar la gobernanza y estructuración del catálogo de eventos/tagging en la app móvil. • Guiar técnicamente al Analista de Medios Propios en la configuración de journeys y campañas.

• Oversee the creation and management of employee schedules to meet forecasted demand. • Ensure schedules optimize resource allocation, minimizing understaffing and overstaffing. • Collaborate with operations teams to adjust schedules based on real-time demand and unforeseen events. • Optimize labor costs while preserving service quality through strategic use of workforce management levers. • Track and control categories of unproductive time, and closely monitor overtime, absenteeism, and other factors affecting labor costs. • Work in real time with leadership to monitor call volumes and agent availability, making on-the-fly adjustments to maintain service levels. • Design and implement contingency plans during peak periods or for unexpected medium-term increases in volume. • Communicate with operations managers to resolve staffing issues and identify solutions to mitigate risks. • Analyze performance data to identify trends, inefficiencies, and areas for improvement. • Report on key staffing metrics such as occupancy, schedule adherence, unproductive time, and service levels. • Provide senior leadership with analyses and recommendations based on workforce data (e.g., changes to operating hours). • Lead and coach a workforce operations team, fostering a culture of continuous improvement and accountability. • Ensure the team is trained and uses the latest workforce management practices and technologies. • Collaborate with vendors and external partners to optimize workforce management solutions. • Act as a liaison between the workforce operations team and contact center leadership to ensure workforce strategies support operational objectives. • Partner with other departments such as HR, operations, and product development to ensure workforce activities align with overall business strategies.

• Conduct high-quality, culturally competent virtual psychiatric evaluations and medication management appointments. • Conduct biopsychosocial intakes focused on whole-person care with clear diagnostic assessments. • Engage with patients through our collaboration portal. • Collaborate with supervisors, peers, and on-campus treatment providers. • Document clinical encounters for effective care coordination. • Partner with our care navigation team to support students. • Collaborate with campus care teams to create longer-term treatment plans when necessary.