• Oversees the set-up and scheduling of virtual alternative dispute resolution services, check-ins, and overview/tour of the virtual platform. • Stays on sessions all day, when warranted, to facilitate breakout room management and witness management. • Completes administrative tasks, including case management support, cross-departmental assistance, data entry, and ad-hoc projects. • Responds to main line calls from select Resolution Centers and supports JAMS events with tasks that can be handled virtually. • Ensures panelists and clients are ready to start their sessions and provides ongoing support, including answering JAMS' hotline, troubleshooting technical issues live on sessions held throughout the work day as well as before and after normal business hours, as necessary. • Adapts and incorporates new initiatives and protocols on daily tasks and responsibilities. • Partners with management and the Talent Development team as an auxiliary trainers on virtual ADR platforms. • Trains and sets-up shadowing opportunities for associate moderators and panelists. • Facilitates e-signature processes for settlement agreements on hearings, including after normal business hours. • Conducts virtual technical sessions and basic Zoom training for clients. • Other duties as assigned within similar scope.

• Provide proactive outreach, assessment, education, and care coordination support to families of children in the Autism Resource Program • Conduct outreach and screening calls to assess family needs, identify barriers, and evaluate gaps in care • Build relationships with families through education, support, and ongoing engagement • Facilitate referrals to clinical, community, and government resources • Educate families on benefits, coverage, behavioral health services, and program requirements • Provide administrative and operational support including documentation, communication, and compliance

• 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.