• Assist the Regional Director of Operations in the development and implementation of regional operational strategies and initiatives. • Serve as a point of contact and resource for Executive Directors and community leadership teams on operational matters. • Support the rollout and adoption of new company programs, policies, and procedures at the community level. • Develop and deliver training and support to community teams on operational best practices. • Assist in the development and dissemination of operational reports and performance metrics. • Track and analyze key performance indicators (KPIs) related to resident care, occupancy, financial performance, and regulatory compliance at the community level. • Identify trends, challenges, and opportunities for improvement within the region. • Assist the Regional Director of Operations in developing action plans to address performance gaps. • Support communities in the development and implementation of performance improvement plans. • Support communities in maintaining compliance with federal, state, and local regulations and licensing requirements. • Assist in the preparation for and response to regulatory surveys. • Support the implementation of quality assurance programs and initiatives. • Conduct on-site operational reviews and provide feedback to community leadership. • Champion a resident-centered approach to care and services across the region. • Support communities in implementing strategies to enhance resident and family satisfaction. • Assist in the resolution of complex resident and family concerns, escalating to the Regional Director of Operations as needed. • Promote a positive and welcoming environment within each community. • Foster strong working relationships with Executive Directors, community leadership teams, and regional support staff. • Facilitate effective communication and information sharing across the region. • Participate in regional meetings and provide updates on operational initiatives and performance. • Collaborate with other regional support functions (e.g., clinical, sales, marketing) to ensure alignment and support for community operations. • Manage and support regional operational projects as assigned by the Regional Director of Operations. • Develop project plans, track progress, and ensure timely completion of deliverables. • Required to travel regularly to assigned communities within the region. • May serve as Interim Executive Director (ED) during leadership vacancies or transitions. • Responsible for performing all essential duties of the Executive Director role when assigned to a community. • Provides hands-on, on-site leadership to stabilize operations and ensure continuity of care and services.

• Manage inbound client calls regarding payments, cancellations, policy changes, coverage questions, and general service needs. • Maintain calm, confident, and friendly communication while multitasking across several systems and screens. • Identify opportunities to deepen client relationships or support revenue retention by recognizing unmet needs or coverage gaps. • Ability to address concerns, overcome objections, and present solutions or alternatives. • Enter accurate information and process updates in real time during client calls. • Process endorsements, audits, and other policy modifications. • Perform additional duties as assigned.

• Atención a clientes a través de teléfono y canales escritos (tickets/email) • Gestión y resolución de consultas siguiendo los procedimientos establecidos • Registro y seguimiento de casos en las herramientas internas • Colaboración en un entorno multilingüe con equipos internacionales • Garantizar una experiencia de cliente excelente

• Als "Unterstützer" sorgst du für einen zuverlässigen und serviceorientierten Kundensupport und bist die erste Anlaufstelle für eingehende Anfragen. • Du unterstützt das Team bei der Bearbeitung von Supportfällen, dokumentierst Lösungen und trägst dazu bei, unseren Kunden eine schnelle und professionelle Betreuung zu bieten. • Du nimmst Supportfälle entgegen, dokumentierst sie sorgfältig und leitest sie bei Bedarf weiter. • Du bearbeitest einfache technische und fachliche Anfragen eigenständig und unterstützt bei der Lösungsfindung. • Du pflegst unsere Wissensdatenbank und dokumentierst Lösungen, damit Supportprozesse kontinuierlich verbessert werden. • Du unterstützt bei Tests, Auswertungen und weiteren administrativen Aufgaben im Kunden-Support.