• provides strategic and operational leadership for the programs, business systems, and shared functions that support the Patient Access Center • oversees operational programs such as workforce management, training and quality, business systems optimization, and process improvement initiatives that enhance access, team performance, and the patient/family experience • partners with internal teams, clinical and operational leaders, IT, and analytics to ensure that shared services programs operate effectively and align with organizational goals

• Lead and perform comprehensive reconciliations of merchant services activity, including deposits, fees, refunds, and chargebacks; analyze trends and identify root causes of discrepancies • Independently investigate and resolve complex reconciliation issues by evaluating multiple data sources, including processor reports, banking activity, and internal systems • Oversee merchant onboarding processes, ensuring accuracy, completeness, and compliance with internal standards; identify opportunities to streamline onboarding workflows • Partner cross-functionally with finance, operations, and technology teams to improve processes, resolve issues, and enhance merchant experience • Analyze transaction data and prepare insights to support operational decision-making and process optimization • Serve as a subject-matter resource for internal and external stakeholders regarding merchant activity, funding, and account-related inquiries • Evaluate existing workflows and recommend process improvements to increase efficiency, accuracy, and scalability • Develop, document, and maintain standard operating procedures and best practices for merchant services operations • Support strategic initiatives and projects related to payment operations and merchant services infrastructure • Perform other duties as assigned

• Responsibility for Moss (expense monitoring, approvals, account monitoring) • Responsibility for preparatory accounting, including communication with the tax advisor • Responsibility for Factorial (leave requests, time tracking, submitting sick leave to health insurance, etc.) • Responsibility for payroll accounting • Communication (setting up new employees, providing timely salary information or changes for all employees, reporting sick days, etc.) • Monthly commission statements for the sales team • Debt collection & dunning • Responsible for planning team events and team calls & workations • Weekly reporting directly to the CEO • Communication with lawyers, legal protection insurers, insurance providers, service providers, freelancers (e.g., independently managing website projects) • Review and update of Terms & Conditions and privacy policy/data protection as needed • Responsible for the info@ inbox — review important legal issues and manage them • You are the first point of contact for all legal inquiries (People & Hiring) • You help when things are urgent and conduct initial interviews for new operational roles • You prepare all operational & technical aspects for new onboardings and are also responsible for employee offboarding • Technical onboarding of new employees, central contact person for questions • Screening & initial interviews in operations hiring, oversight of trial days in sales

• Lead discovery sessions, workshops, and stakeholder interviews to understand telecom operating models, pain points, and transformation opportunities • Analyze and redesign end-to-end business processes across service operations, network inventory, incident and case management, fulfillment, field service, and customer support • Define current-state and future-state process flows, business requirements, operating model changes, and value roadmaps • Advise clients on how to align business processes with ServiceNow telecom capabilities including TSOM, TNI, TSM, ITSM, and FSM • Help clients standardize and optimize workflows across OSS/BSS, network operations, customer operations, and enterprise service functions • Bring strong telecom process expertise across areas such as: • Telecom Service Operations Management (TSOM) • Telecom Network Inventory (TNI) • Telecommunications Service Management (TSM) • Incident, problem, and change management • Service fulfillment and assurance • Network and service inventory lifecycle management • Field operations and dispatch workflows • Procurement and asset-related operational processes • Guide clients on telecom-aligned process frameworks and integration patterns, including concepts related to TM Forum eTOM, SID, Open APIs, and OSS/BSS ecosystem alignment • Support business alignment between technical teams and operational stakeholders to ensure process decisions reflect real-world telecom delivery models • Facilitate executive and working sessions to align stakeholders on priorities, business outcomes, governance, and transformation scope • Partner with solution architects, technical consultants, delivery leaders, and client teams to ensure process designs are practical, scalable, and measurable • Translate business needs into clear functional requirements, user stories, epics, KPI definitions, and transformation roadmaps • Support pre-sales and solutioning conversations by helping shape business-led telecom transformation strategies for prospective clients • Contribute to thought leadership and internal capability development in telecom process consulting and ServiceNow-enabled transformation • Define success metrics and operational KPIs tied to efficiency, service quality, visibility, risk reduction, and cost optimization • Recommend governance structures, process controls, and adoption strategies to help clients sustain long-term value • Identify opportunities to improve process maturity, increase automation, and enhance user and customer experiences • Help clients prioritize initiatives that drive measurable business outcomes and accelerate time to value