• Serve as liaison between Sales and Operations, ensuring clear understanding of process requirements, timelines, and deliverables. • Support sales leadership and representatives by providing accurate information on operational capabilities, process steps, and expected service levels. • Capture and relay feedback or recurring challenges from Sales and clients to the Business Support teams for review and improvement. • Partner with Operations leaders to identify opportunities to enhance the sales-to-operations handoff experience. • Participate in or lead client-facing discussions to explain operational processes, timelines, and performance metrics. • Support client onboarding and ongoing relationship management by ensuring accurate and timely operational updates. • Build strong relationships with internal and external stakeholders through consistent communication and follow-up. • Pull, analyze, and interpret data to monitor key operational and sales performance metrics. • Build and maintain recurring reports or dashboards used in business reviews or leadership presentations. • Identify trends or gaps in data that indicate potential process inefficiencies or improvement opportunities. • Create and deliver clear, visually compelling presentations outlining operational performance, client metrics, and improvement initiatives. • Host or support business review meetings with Sales, Operations, and client stakeholders. • Collaborate with the Business Support team to communicate process feedback, enhancement requests, and recurring challenges identified through sales interactions. • Maintain up-to-date knowledge of internal processes, system changes, and service updates to ensure accurate communication with clients and Sales. • Contribute to process documentation, training, and knowledge-sharing resources.

• Collaborate with operations leaders and end users to identify needs and translate them into clear, actionable business requirements. • Document current-state processes and map future-state workflows in partnership with technology teams. • Prioritize enhancement requests based on business impact, urgency, and alignment with strategic goals. • Serve as the liaison between operations and technology teams. • Clearly communicate requirements, timelines, and status updates to stakeholders at all levels. • Facilitate meetings, demonstrations, and testing sessions to ensure accurate implementation of requested changes. • Maintain a centralized tracker of project requests, development status, and deployment timelines. • Monitor success metrics post-implementation to assess impact and adoption. • Provide regular reporting on project performance, efficiency gains, and improvement opportunities. • Quantify operational impact (e.g., time savings, productivity improvements, error reduction). • Build business cases for future initiatives supported by data and post-implementation results. • Identify ongoing opportunities to refine or enhance systems based on user feedback and performance data. • Support documentation of new processes and training materials for end users. • Identify process gaps and propose technology-driven solutions. • Stay current on system capabilities and best practices to recommend innovations.

• Take inbound calls from Members, Medical Facilities, Transportation Providers, and Health Plans. • Accurately gather and enter detailed trip information to ensure successful ride scheduling and completion. • Confirm member eligibility and review transportation benefits. • Respond to member inquiries regarding transportation services. • Identify and assess members’ additional needs and escalate when appropriate. • Intake and document member concerns and complaints in accordance with internal guidelines. • Collaborate with internal departments to resolve real-time service issues. • Perform other duties as assigned.

• Take inbound calls from Members, Medical Facilities, Transportation Providers, and Health Plans in both English and Spanish. • Accurately gather and enter detailed trip information to ensure successful ride scheduling and completion. • Confirm member eligibility and review transportation benefits. • Respond to member inquiries regarding transportation services in both languages. • Identify and assess members’ additional needs and escalate when appropriate. • Intake and document member concerns and complaints in accordance with internal guidelines. • Collaborate with internal departments to resolve real-time service issues. • Perform other duties as assigned.