• Deliver in-person onboarding: Travel across the UKI to lead face-to-face rider onboarding sessions and support operations within our regional Rider Onboarding Hubs. • Secure hyper-local supply: Target and resolve rider supply deficits in historically hard-to-source areas to maintain fleet consistency. • Manage seasonal demand: Execute targeted supply plans for peak and seasonal trading periods to stay ahead of customer and partner requirements. • Optimise onboarding processes: Partner with the Supply and Rider Onboarding teams to iterate processes, eliminate operational bottlenecks, and refine demand forecasting. • Enhance the rider experience: Collaborate with the Content & Engagement team to improve the rider value proposition and act as the subject matter expert for onboarding systems.

• Serve as a first-level resource for delivering timely and professional responses to inquiries, backed by data insights. • Design, develop, and maintain interactive Power BI dashboards and reports to support operational visibility and decision-making. • Collect, clean, and analyze data from multiple sources (Zendesk, billing systems, exam platforms) to identify trends and improve service delivery. • Collaborate cross-functionally with internal departments such as Finance, Test Delivery, Client Services, and Account Management to support overall client satisfaction and operational excellence. • Generate internal reports and automated analytics pipelines to support department efficiency, visibility, and oversight. • Maintain data integrity and governance standards across all reporting tools and datasets. • Present analytics findings to stakeholders in clear, non-technical terms to drive process improvements.

• 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

• Act as a customer support representative, responsible for proactively reaching out to Members to understand their individual needs, educate and support them to ensure they are optimizing their benefits with Ametros. • Use a systematic approach to retain Members who are not fulfilling their full potential with Ametros, including members whose pattern of usage (of provider services, medications and/or Durable Medical Equipment) has changed significantly and members using out-of-network services which may represent missed opportunities to save money on their care. • Act as a resource for large and complex Member relationships. • Handle all Member issues and complex escalations with the goal of maintaining our high levels of member retention.