• Answering calls from Sparklight business customers and responding to inquiries in a professional manner. • Providing accurate, prompt, and consistent support to business customer needs by following Standard Operating Procedures (SOP). • Responding to and resolving business customer situations, including billing discrepancies, in a courteous, professional manner. • Providing post-installation care, including entering changes of service into the Single View software platform. • Responding to web chat inquiries from business customers on the Business Services Website in a courteous and professional manner. • Navigating and notating back office processing tools for selected calls. • Providing timely feedback to Sparklight leadership regarding service issues or customer concerns.

• Support strategic planning by advising on state and federal health insurance markets and regulations, including: • State Medicaid plans and Medicaid managed care • Medicare, Medicare Advantage, and D-SNP plans • State waivers, pilots, and innovative care models • Value-based payment and risk-based contracting models • Quality measures for value-based purchasing • Analyze policy changes and assess implications for Activate Care’s growth strategy, care models, proposals, products, and client opportunities. • Prepare product-market fit analyses (e.g., landscape & trend analyses, policy briefs, regulatory summaries, funding authority) for new markets, contracted projects, and strategic planning. • Support Community Needs Assessments/Community Health Assessment and Equity projects by helping interpret Medicaid policy, state flexibility, coverage rules, local programs, and existing community assets. • Help determine what is feasible for health plans, providers, state agencies, and community partners to implement within existing policy, benefit, funding, and regulatory structures. • Maintain a structured opportunity pipeline for time-sensitive public-sector opportunities, including RFPs/RFIs, state funding opportunities, waiver activity, Rural Health Transformation Program (RHTP) opportunities, and emerging Medicaid or Medicare initiatives. • Develop and maintain rapid-response systems for scanning state websites, procurement portals, policy updates, public notices, and agency communications for opportunities aligned with Activate Care’s strategy. • Conduct policy-informed market research on Medicaid, Medicare, D-SNP, rural health, behavioral health, maternal health, reentry, social care, value-based care, and at-risk provider trends. • Prepare concise opportunity briefs that synthesize policy context, funding source, eligibility requirements, customer or agency need, population impact, strategic fit, feasibility, and recommended next steps. • Support go/no-go recommendations by assessing policy feasibility, operational implications, public-sector funding alignment, and fit with Activate Care’s capabilities and strategy. • Coordinate RHTP opportunities and related state or federal funding initiatives. • Serve as project manager for selected rural health and public funding workstreams, including timelines, deliverables, internal contributors, decision points, and leadership updates. • Support development of concept summaries, proposal inputs, partner briefs, and executive recommendations related to rural health transformation and other public funding opportunities. • Coordinate with appropriate functional teams (e.g., Sales/Growth, Marketing, Product, Solutions, Finance, Operations, Technology, Strategy) to determine whether opportunities should advance into proposal development, care model development, partnership exploration, or archive. • Facilitate the use of a New Concept Incubator process for proposed products/solutions, including intake, research, documentation, and decision-support process in partnership with functional teams and stakeholders. • Support evaluation of new technology products, care models, workforce models, and service innovations through policy research, regulatory review, public funding analysis, strategic fit analysis, and operational feasibility assessment. • Develop or contribute to Opportunity Analysis Briefs, including assumptions, policy and regulatory landscape, potential customers, market context, implementation feasibility, potential costs, time to market, and recommendations. • Maintain related tools and repositories, including Google Forms, Monday.com boards, Notion pages, templates, decision trees, and Slack channels. • Support semi-annual Strategic Initiatives meetings and initiative sponsors through preparation of materials, follow-up documentation, Monday.com tracking, and status updates. • Contribute to strategy regarding which markets and populations to target, including incarcerated reentry, complex medical and disabled populations, pregnant women, infants, children, and other priority groups. • Partner with Marketing by providing policy context, regulatory feasibility, funding analysis, and Medicaid/Medicare market intelligence that can inform positioning, messaging, and sales enablement. • Support proposal strategy and content by preparing policy summaries, market context, opportunity rationale, regulatory feasibility language, and strategic recommendations. • Collaborate with Product and Technology teams to share policy and market insights that may inform product roadmap discussions, solution design, or platform differentiation. • Other duties as assigned.

• Serve as the escalation point of contact for complex, high-touch client accounts, while championing post-sale activities related to in‐lane, online and private sales nationally. • Audit all charges posted by the auction administrators at 74+ locations and the Posting and Procurement department on all sold records to determine accuracy of the charges/fees. • Calculate and post promotional expenses for both the buyer and seller side of a transactions in the appropriate system and submit payment requests for all North America commercial sales. • Override Oracle holds for auction approved payment requests and file request in the corresponding electronic folder for the Internal Control audits. • Generate buyer gate releases on web-based tool when the vehicle is available for release by reviewing buyer’s risk class, payment status and vehicle availability. • Collaborate and communicate with various internal and external clients, including but not limited to less knowledgeable Commercial Services Specialists , auction locations, accounts payable, accounts receivable, arbitration, cash apps, credit & collections, Dealshield, floorplan, mechanic shops, technology, title and OVE/Private Store teams to effectively facilitate resolution of cases with incomplete work, posting discrepancies, payment reversals or on cases that involve a high-risk client. • Conducts comprehensive audits across 74+ auction locations and the Posting and Procurement department to guarantee fee accuracy on nationwide sold transaction records for assigned high touch, more complex client accounts.

• Review executed award agreements, notices of award, amendments, subawards, and related documentation for completeness and accuracy. • Reconcile sponsor-approved budgets to awarded funding and institutional proposal records, ensuring alignment with allowable cost structures and system requirements. • Ensure revised budgets and other data elements are appropriately documented and accurately established in University systems. • Create and maintain related project records • Validate that required compliance determinations and approvals are in place and aligned with award terms for requirements. • Verify adherence to institutional policies, sponsor regulations, and federal requirements. • Establish and validate award data in the eRA system to ensure accurate and complete integration with the institutional financial system. • Confirm all required financial, structural and compliance elements are in place prior to account activation, minimizing downstream corrections. • Resolve data discrepancies at the point of setup to ensure system alignment and operational readiness. • Serve as a primary point of contact for departments, principal investigators, and research administrators regarding award setup status and requirements. • Communicate missing documentation, required corrections, or outstanding compliance items. • Provide guidance regarding account establishment procedures, timelines, and institutional requirements. • Maintain accurate and complete award records and supporting documentation. • Monitor workflow queues and account setup metrics to support timely processing. • Generate reports related to award setup activities, pending actions, and operational performance. • Participate in quality assurance and continuous process improvement initiatives. • Assist in development and refinement of standard operating procedures and workflow documentation. • Participate in testing and implementation of eRA system enhancements or upgrades. • Recommend process improvements to increase efficiency, data quality, and compliance.