Role Description We are looking for team members who are passionate about challenging and significant work for the good of every patient. We are searching for individuals who are compassionate, serve with a purpose, are dedicated to supporting their team, and who seek excellence every day. Schedule: PRN *As Needed* (24-30 hours max per week) Monday-Friday: 7:30am-5:00pm Work Location: Remote Primary Responsibilities: - Oversee patient flow from point of entry to destination and ensure timely, accurate and professional services. - Responsible for timely and accurate resolution of patients’ accounts. - Obtain specific information to generate accurate financial and demographic records, insurance verification, prior authorization, and coordination of benefits. - Communicate with payers and patients to achieve accurate financial information. - Accurate registration of patients, scheduling recurring appointments, answering incoming calls, and directing patients and visitors appropriately. - Participate in operational aspects of the department and maintain performance improvement activities as required. - Participate in all infection control, department equipment training, regulatory compliance, organizational safety and fire safety programs. - Order, distribute and maintain designated and appropriate inventory of department related supplies. - Adhere to departmental productivity, quality and service standards in support of operational goals. Qualifications - High School Diploma/GED is required. Requirements - 0-3 years Customer Service/Medical experience desired. - Minimum one-year medical office experience or combination of extensive customer service work experience and education in insurance verification, patient registration and medical terminology preferred. - Requires basic proficiency in MS Office (Word, PowerPoint, Excel, TEAMS). Benefits - Access to diverse opportunities to learn and develop in meaningful ways. - Advanced clinical training and leadership development. - Promotion opportunities and cross training development.

• Plan, direct, coordinate, and deliver activities for designated clinical-study projects to ensure project objectives of quality, scope, cost, and time are accomplished. • Serve as primary point-of-contact and primary escalation point to the client. • Coordinate and oversee all functional services including external vendors to the established timeline and budget. • Manage the study budget, ensuring project remains within scope and that any out of scope activities are identified early and handled as appropriate. • Ensure functional areas are fully aware of the study scope and are managing the scope for their functional areas accordingly. • Manage the financial health of assigned studies, including oversight of project profitability, billable project hours, and compliance with on-time, accurate billing and forecasting to support business objectives. • Develop robust and comprehensive project plans, including timelines and proactive risk management and mitigation. • Ensure Quality management for assigned projects, including eTMF Inspection readiness. • Maintain integrated collaboration with all functional operations in the delivery of the program. • Establish tracking metrics to monitor trial and team progress towards project goals. • Prepare project status updates and report on progress to clients and senior management. • Lead both internal and client meetings and set expectations for the project team. • Communicate effectively with client and Precision management to relay protocol/study issues. • Ensure study specific training compliance for the duration of the project. • Support business development and marketing activities as appropriate, including travel to Bid Defence meetings as required. • Perform other duties as assigned by management. • Ensure compliance with organisational training, time-reporting and any other administrative duties as required. • Provide ongoing feedback for functional team members including annual performance reviews. • Ability to travel domestically and internationally including overnight stays.

• Lead global clinical operations strategy and execution for assigned clinical trials. • Drive study startup including site selection, monitoring strategy, and operational planning. • Coordinate cross functional teams across geographies ensuring alignment on timelines quality and deliverables. • Monitor study progress including recruitment retention data quality and timelines and take corrective action when needed. • Identify risks early and implement mitigation and contingency plans. • Provide leadership direction and performance feedback to project team members. • Function as primary point of contact for sponsors on clinical operations topics. • Ensure compliance with ICH GCP regulatory requirements and internal processes. • Oversee maintenance and quality of study documentation and central files. • Support audits inspections and study closeout activities including database lock and archiving. • Provide strategic oversight of the integrated data delivery (IDD) framework and champion a proactive data-quality culture

Role Description Dandy is hiring a Clinical Support Expert to join our rapidly growing, venture-backed company. As a critical member of the Customer Experience Team, you will ensure our dental professionals receive best-in-class technical expertise and customer service. You will serve as a high-level clinical authority, tackling the most complex cases and driving quality improvements across the organization. What You'll Do - Expert Case Resolution & Support - Resolve complex clinical inquiries, handling time-sensitive escalations from frontline agents, Account Management, and cross-functional teams with expert precision and clinical accuracy. - Manage booked calls to advise and work to resolve complex, practice-level case issues. - Serve as the primary escalation point for inbound clinical support tickets, providing customer service and clinical guidance to doctors via phone, live chat, video, and email regarding complex cases and treatment planning. - Act as the liaison between doctors and the lab, translating clinical feedback and preferences into actionable outcomes for live orders. - Quality Assurance and Training Leadership - Perform Quality Assurance (QA) reviews of agent work to ensure clinical accuracy and adherence to Dandy standard operating procedures. - Act as a Subject Matter Expert (SME) to support and coach new hires, providing specialized clinical training and offering ongoing guidance to the frontline team. - Advise on and lead special cross-functional projects aimed at improving clinical processes and outcomes. - Assist in the creation, review, and updates of Knowledge Base articles to maintain an accurate and comprehensive repository of clinical information. - Propose and oversee the up-leveling of clinical knowledge and quality standards based on trends and doctor feedback. Performance Measured By - QA and Clinical Accuracy: The precision and correctness of your clinical guidance and resolutions including mastery of Dandy digital dental workflows and best practices. - SLAs for Escalation Handling: Timeliness and effectiveness in resolving escalated issues. - Effectiveness of Training and Coaching: The positive impact of your SME support on new hire ramp-up and overall team performance. - Schedule Adherence and Attendance: Consistency in maintaining your assigned schedule and compliance to attendance policy. Qualifications - Minimum 5+ years of experience in a high-volume lab setting, with experience in digital dental labs being a plus. - Minimum 3+ years of experience in 3Shape CAD/CAM digital design for dentures and partials. - Strong current knowledge of removables dental systems and their digital components. - Prior experience in a customer-facing role within a lab or dental organization. - Customer-focused mindset: driven to connect with doctors, troubleshoot issues, and deliver an exceptional experience. - Skilled at building rapport with clinicians, providing empathetic support, and handling complex concerns with professionalism. - Confident engaging with doctors in real time via chat, phone, or video calls, answering questions and building trust quickly. - Proficient in computer applications, with excellent written and verbal communication skills, able to convert clinical and technical feedback into clear, actionable insights. - Experienced in training & coaching, acting as a subject matter expert, and mentoring colleagues to elevate performance. - Skilled at reviewing and assessing the quality of work to ensure accuracy and adherence to standards. - Highly independent problem solver with a strong sense of accountability. - Proven track record of meeting service level agreements (SLAs) while maintaining high-quality standards for every case. - Strong organizational skills and attention to detail, with the ability to review multiple case outcomes and provide informed clinical guidance. - Enthusiastic about working in a fast-growing, fully digital lab and contributing to a high-performance culture. Benefits - Comprehensive and inclusive benefits tailored to each country where we operate. - Local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off. Company Description Dandy is transforming the massive and antiquated dental industry—an industry worth over $400B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology.