• Listen to audio recordings and create accurate written transcripts of what is spoken. • Transcribing audio recordings into text with high accuracy. • Capturing speech exactly as spoken, including pauses, filler words (e.g., "uh," "um"), repetitions, and incomplete sentences. • Adding timestamps to match the audio. • Identifying and labeling different speakers in conversations. • Marking non-speech events such as laughter, background noise, or unclear audio.

• Serve as the primary owner and subject matter expert for EU Datacenter operations, processes, restricted PII workflows, and client support activities • Provide advanced Tier 2 technical support by troubleshooting complex platform, user, integration, and system issues while ensuring timely resolution and communication • Manage user administration activities, including account provisioning, permissions, access management, and related operational processes • Support and troubleshoot technical integrations, including LMS integrations, Single Sign-On (SSO), APIs, xAPI connections, and data feeds • Partner with internal teams, third-party vendors, and platform providers to investigate issues, implement solutions, communicate updates, and improve service delivery • Monitor support trends, identify recurring issues, and recommend process, system, and operational improvements that enhance the client experience • Develop and maintain documentation, knowledge articles, and operational procedures that promote consistency, scalability, and team effectiveness • Represent the support team in cross-functional initiatives, advocating for client-focused solutions and continuous improvement across the business.

• Assign utilization review requests. • Verify and enter data in appropriate system(s). • Provide general support to clinical staff in a team environment. • Access, triage, and assign cases for utilization review (UR). • Respond to telephone inquiries providing accurate information and triage as necessary. • Enter demographics and UR information into claims or clinical management system; maintain data integrity. • Obtain all necessary information required for UR processing from internal and external sources per policies and procedures. • Distribute incoming and outgoing correspondence, faxes, and mail; upload review documents into paperless system as necessary. • Support other units as needed.

• Assign utilization review requests • Verify and enter data in appropriate system(s) • Provide general support to clinical staff in a team environment • Access, triage, and assign cases for utilization review (UR) • Respond to telephone inquiries proving accurate information and triage as necessary • Enter demographics and UR information into claims or clinical management system; maintain data integrity • Obtain all necessary information required for UR processing from internal and external sources per policies and procedures • Distribute incoming and outgoing correspondence, faxes and mail; upload review documents into paperless system as necessary • Support other units as needed