• Organizes, leads, controls, and coordinates the delivery of services in the area of insurance tracking outsourcing • Manages several mortgage clients and units • Provides leadership to a large number of associates • Mentors and develops team members

• Run benefit eligibility checks to confirm coverage, cost-share, and authorization requirements before care begins • Keep eligibility status accurate and current for every active member in our systems • Manage medical prior authorization requests, renewals, and extensions across payers and specialty pharmacy partners end to end • Prepare and submit PA documentation, track approval status, and escalate stalled or denied authorizations before they delay care • Chase down unsigned documents and orders—following up proactively with provider offices so nothing stalls in limbo • Process incoming referrals, faxes, and clinical documents, routing each to the right place • Coordinate clinical staffing with staffing agencies to ensure providers are in place for each member's treatment • Coordinate medication shipping with pharmacy partners so the right therapy arrives at the right time • Answer inbound calls from providers, pharmacy partners, and occasionally members, triaging and routing each inquiry to the right team member • Document call details accurately and follow through on any action items • Collect, organize, and store member records and clinical documentation accurately and on time • Ensure all files meet internal standards and HIPAA compliance requirements • Design, document, and continuously improve the workflows behind all of the above—turning manual, ad hoc tasks into repeatable systems as we scale

• Own the technical systems that move members from “New” to “Scheduled” and “Infused”, including the automations, integrations, and workflows that drive each transition. • Identify funnel drop-off points through data and direct observation; build the fixes, not just the recommendations. • Design and maintain the member activation pipeline, ensuring every new employer deal translates into a structured, repeatable onboarding flow. • Build tooling that surfaces the right information to the right person at the right time, reducing manual work and improving response rates. • Build and maintain integrations across all of our internal and external tooling as the stack evolves. • Write production-grade code and automation (Python, SQL, APIs, webhooks, low-code tools) that the Care Ops team depends on daily. • Leverage AI tooling, including LLMs, to build faster, automate intelligently, and solve problems that traditional scripting can’t. • Own data quality and system reliability; when something breaks or drifts, you catch it and fix it before it affects members. • Translate operational problems into technical solutions, and technical constraints into process design that the team can actually execute. • Document workflows, system architecture, and integration logic so the team isn’t dependent on tribal knowledge. • Work directly with Care Coordinators and clinical staff to understand where manual effort is highest and where automation will have the most impact. • Contribute to sprint planning and roadmap prioritization; you have a point of view on what to build next and why. • Build dashboards and reporting that give the Care Ops team real-time visibility into funnel performance, outreach quality, and activation rates. • Design and maintain computed metrics (e.g., time-to-schedule, outreach cadence health, case aging) that surface actionable signals rather than just raw data. • Partner with Member Growth and Client Success to ensure commercial and clinical metrics are aligned and trustworthy.

Role Description The IT Operations Administrator is responsible for ensuring reliable, efficient, and secure technology operations by delivering world-class support across systems, devices, and platforms for both domestic and international employees. This includes: - Independently troubleshooting software and hardware issues. - Taking ownership of tickets from start to resolution. - Proactively identifying opportunities to improve the employee technology experience. This role requires a strong sense of responsibility, accountability, and self-initiative. The ideal candidate: - Actively looks for problems and follows through on commitments. - Communicates clearly and takes action to remove friction for employees. - Demonstrates reliability, sound judgment, attention to detail, and a willingness to learn and improve processes through modern IT tools such as Okta, Jira, Google Workspace, MDM, and AI technologies. - Supports employees worldwide with empathy and professionalism. - Is committed to understanding problems deeply so others can do their best work. What you will be doing: - Conduct employee onboarding, offboarding, and new hire orientation including hardware setup and software installation. - Support Mac and Windows operating systems end to end, as well as mobile devices (Apple, Android). - Manage user and software access through tools such as Okta, Jira, and Google Workspace. - Update and maintain asset inventory and manage hardware refresh cycles, including purchasing, provisioning, configuring, and shipping. - Work with Legal/Compliance to ensure IT security meets or exceeds compliance requirements, including supporting AI tools. - Document solutions, create guides, and explain steps when troubleshooting tickets. - Escalate issues appropriately while maintaining accountability for communication and follow-up. Qualifications - 2+ years of experience in IT. - An Associate’s degree or equivalent experience preferred. - Familiarity with a fully remote environment, zero touch deployment architecture, and device management through MDM. - Atlassian suite experience (Jira, Confluence, and Service Management). - Working knowledge of IT security principles, including data protection, access management, and security best practices. - Basic understanding of information security and privacy compliance requirements and the ability to apply established policies and procedures. - Ability to identify potential security or compliance risks, including those related to AI tools, and escalate issues appropriately. - Ability to adopt and champion new processes and technologies. - Ability to perform tasks with a high degree of accuracy, demonstrating strong attention to detail and thoroughness. - Excellent time management skills and ability to simultaneously manage multiple priorities. - Excellent verbal and written communication skills. - Strong problem-solving and critical-thinking skills. - Strong customer service skills with a focus on professionalism and courtesy. - Ability to work independently in a remote environment while staying aligned with the broader team. - Willingness to learn, improve, and contribute to better IT processes and documentation. Benefits - Base Salary: $84,000-132,000. - The determination of this anticipated Base Salary involves the consideration of many factors including location of candidate, unique skill sets, experience, training, performance, licensure and certifications, as well as other business and organizational needs. - Our anticipated Base Salary determination is just one component of OpenSpace’s competitive total rewards strategy that also includes equity awards, 401k match, as well as other region-specific health and wellness benefits. Company Description OpenSpace welcomes employees from varied backgrounds and walks of life, and it’s reflected in our diverse community. OpenSpace is proud to be an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.