• Function as the team lead to Patient Services Representatives • Provide relevant guidance, training and work distribution • Oversee and perform customer services activities • Resolve patient inquiries and account investigations • Follow up and collections on self-pay balances

• Supervise one Associate, providing day-to-day direction, coaching, quality oversight, career development and performance management across all functional areas — including gift processing, data entry, and supporter communications — and establishing the best practice standards that define excellence in each area • Work with Advancement leadership to establish and track KPIs, SMART goals, and performance benchmarks that drive accountability and support team growth • Develop, maintain, and regularly update Standard Operating Procedures (SOPs) across data and systems operations and donor services, ensuring consistency, accountability, and service quality across both functions • Serve as the primary escalation point for gift processing issues, data backlogs, and vendor concerns • Proactively engage with departments across the organization, including Finance and Programs, to understand their data and reporting needs and develop Advancement Operations solutions that serve the full organization • Provide backup coverage for Associate functions — including customer service and gift processing — during absences or otherwise as needed to maintain continuity without disruption to operations • Develop and execute a data quality roadmap that optimizes people, processes, and technology to advance data maturity — making Advancement data more accurate, reliable, and actionable for decision-making and operational effectiveness • Design data strategies that drive audience engagement and fundraising revenue, including list segmentation, qualified list generation, and highly customized acquisition, solicitation, and stewardship campaigns • Build the data infrastructure to enable mid-level donor segmentation, moves management, and prospect research • Identify and implement database automations and AI integration opportunities to improve efficiency and streamline workflows; proactively monitor industry trends to continuously elevate data practices • Design and deliver data training for Advancement Team members, equipping staff to leverage data for decision-making and revenue growth within their respective areas • Lead large-scale data projects under the direction of the Development Director, as needed • Lead regular database clean-up projects, establishing and enforcing best practices in donor database health and data hygiene • Develop and maintain reporting infrastructure, delivering complex CRM reports to Advancement and Finance stakeholders on a routine and ad hoc basis • Develop, test, and validate data deliverables — including reports, segmented lists, and data projects — ensuring accuracy, timeliness, and alignment with organizational needs • Lead the production and delivery of recurring revenue and donor performance reporting for Development leadership • Proactively identify philanthropic opportunities through ongoing analysis of data trends, and surface and resolve advanced donation and data issues before they escalate • Ensure team adherence to policies and procedures for data management, maintaining data quality, security, and compliance with CAN-SPAM, PCI, and internal policies governing the use, storage, and handling of confidential donor and financial information • Manage the Advancement Team's use of the organization-wide CRM, including configuration, integrations with third-party fundraising tools and other platforms, and ensuring accurate tracking and timely reporting of deliverables • Manage key Development Team vendor partnerships, such as the CRM and caging vendor, providing strategic oversight to ensure alignment with organizational goals, drive performance, resolve issues, and optimize systems for long-term efficiency and impact • Serve as the Advancement Team lead for ALDF's migration from ROI to Salesforce.

• Partner with Growth leadership to identify operational gaps, develop process improvements, and implement scalable solutions that increase team effectiveness. • Coordinate with the Sr. Director Growth Operations to produce strategic target lists from multiple internal resources to guide Growth Team efforts. • Create, maintain, and continuously improve best practice and SOP documentation to ensure organizational workflow alignment and adoption. • Lead coordination of Growth Team training and development events; manage central repository of team resources, playbooks, and onboarding materials. • Serve as a go-to resource for Growth personnel on operations processes, tools, and best practices. • Manage the post-close transition to the Onboarding team including information verification, introductory communications, and placement opportunity creation. • Assist with the creation, execution, and tracking of legal agreements including non-disclosure agreements and shared savings participation agreements. • Collect and audit required deal closing documentation and distribute to internal and external stakeholders. • Collect and audit requisite documentation for enrollment of clients who sign up for Medicare Advantage contracts. • Ensure SFDC compliance including accurate pipeline staging, next steps, and dates; run bulk updates and corrections using the DataLoader tool; and assist with creation of Salesforce objects ancillary to the Growth opportunity lifecycle.

• Accurate and timely contract reviews with regards to Best Demonstrated Performance language, check lists, codes, rates, and credentialing operational language. • Independently research and resolve complex network and claims issues by collaborating with Credentialing Specialists and Negotiation teams. • Maintain accurate data across multiple systems (Orion, CLM, COR, Salesforce, and IBM-based data systems). • Build and maintain strong professional relationships with external payor contacts to facilitate efficient processing. • Manage an extremely high volume of work, including maintaining email inbox counts below 40 and responding to requests within 1-2 business days.