• Collect, review, and track required documentation from families and caregivers • Support the insurance approval process by obtaining and validating required documents • Manage a high volume of inbound and outbound calls with families, doctors' offices, and insurance companies (50–70 calls per day) • Guide families through documentation requirements and next steps • Ensure documentation is accurate, complete, and compliant with Medicaid, Medicare, and state regulations • Maintain organized records and monitor document expiration dates • Send timely follow-ups and reminders to families and external stakeholders • Communicate professionally via phone, email, and text • Collaborate with onboarding, credentialing, and family support teams • Escalate issues that may delay approvals or impact family onboarding

• Guide new customers through the onboarding process from kickoff through go-live • Configure Hauler Hero accounts, routes, users, and system settings to match customer workflows • Import, clean, and validate customer data to ensure accurate platform setup • Manage multiple implementation projects simultaneously while keeping timelines and milestones on track • Communicate project progress, risks, and next steps clearly to customers and internal teams • Document configuration decisions and setup details to support a smooth handoff to Customer Success and Support • Identify and escalate project risks or blockers early • Partner with Product and Engineering to surface recurring onboarding challenges and improvement opportunities • Contribute to internal playbooks, templates, and documentation that help the implementation process scale

• Own the delivery of customer configurations and home plans into the Higharc platform • Translate home plans, validate configurations, and produce documentation that meets the standard Higharc's builders depend on • Maintain task tracking and progress documentation to support milestone management across active implementations • Serve as a day-to-day point of contact for builder inquiries, helping map their products and documents into Higharc-compatible settings • Execute assigned deliverables on time and to standard, with direct accountability for your work product • Triage and document product issues — bugs, gaps, edge cases — and escalate them clearly to the Implementation Lead and Product team • Participate in customer on-sites and internal project reviews to build familiarity with builder environments and Higharc's implementation methodology • Travel up to 10–20% for customer on-sites and company retreats

• Take part in governance meetings to track how our integrations with carriers and providers are performing, making sure data flows as expected and issues are identified early. • Help troubleshoot and resolve integration problems as they come up, working with internal teams to keep systems running smoothly and minimise any impact on users. • Support the onboarding of new insurers and financial providers from setup and requirements gathering to testing and documentation, helping expand Kota’s network and offering. • Keep integration documentation organised, accurate, and easy for internal teams to use. • Work closely with the Benefits, Compliance, Engineering, and Carrier Partnerships teams to share updates, capture new requirements, and ensure our integrations evolve with the business. • Proactively look for ways to improve how we manage integrations, identifying recurring issues or opportunities to make processes more efficient and scalable.