• Responsible for operational support and professional business guidance for franchise owners • Ensure compliance with operational and procedural standards • Address operational issues and support business analysis • Conduct in-person and virtual training for studios • Lead monthly collaboration calls with Franchise Owners • Lead webinars and facilitate regional meetings • Collaborate with the Support Center to implement new programs

• Execute operational strategies and initiatives that enhance service delivery effectiveness. • Implement standardized operational processes while adapting to regional requirements and client-specific needs. • Monitor daily operations to ensure alignment with established procedures and quality standards. • Partner with operations team members and coordinate activities across assigned locations or service areas. • Support team development through training, coaching, and performance feedback. • Identify and implement opportunities for operational efficiency and service quality enhancement. • Collaborate with service line teams to ensure operational alignment and effective service delivery. • Utilize operational technology platforms, tools, and systems to support service delivery. • Ensure adherence to regulatory requirements, JLL policies, and client contractual obligations. • Identify operational inefficiencies and propose creative, scalable solutions aligned with global standards.

• Lead daily intake operations by prioritizing workflows, assigning responsibilities, and ensuring timely, accurate completion of tasks • Develop and coach team members, supporting onboarding, training, and ongoing competency growth to build a strong and engaged workforce • Monitor performance, provide feedback, and guide improvement efforts to support productivity, quality, and service goals • Oversee key intake functions including onboarding, insurance verification, authorization, and patient support coordination • Serve as the primary escalation point for complex insurance and coverage issues, ensuring accurate resolution and minimal delays in care • Drive new therapy onboarding initiatives, including payer research, workflow development, staff training, and implementation • Maintain and apply expertise in payer policies, medical and pharmacy benefits, and reimbursement requirements • Identify trends in verification errors and operational challenges, partnering with leadership to implement solutions and improve efficiency • Partner cross-functionally with Revenue Cycle, Clinical, Account Management, and Operations teams to support patient onboarding and care delivery • Ensure compliance with regulatory requirements, accreditation standards, and internal policies • Support scheduling, staff communication, and departmental updates to maintain alignment and transparency • Model professional, service-driven behaviors that reinforce a positive team culture

• Handle inbound chat and email inquiries from members, delivering clear, empathetic, and solutions-focused support • Develop, maintain and execute processes that provide key services to users across chat and email channels • Prioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficiently • Resolve unique situations and improve workflows to account for new or uncommon issues • Ensure a positive member experience by actively listening, de-escalating when needed, and following up on open issues • Communicate complex financial topics clearly and confidently in writing across chat and email