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Frontline role handling incoming order requests and inquiries for durable medical equipment (DME). Verify patient and prescriber information, process intakes, route or escalate requests, enter and maintain data, protect PHI under HIPAA, meet performance goals (productivity, call quality, satisfaction, first-call resolution), and support continuous improvement and escalations while working onsite in Newton, Iowa.

Lead the migration from legacy Azure services to a Kubernetes-based, containerized microservices platform. Design, build, and scale infrastructure, implement observability (monitoring/alerting/logging), drive incident response and SLOs, automate with IaC and CI/CD, optimize cost and networking, mentor teams, and document systems to ensure reliable, scalable healthcare platform operations.

Designs and delivers call center training (onboarding, role-specific, soft skills, just-in-time), applies ADDIE instructional design, assesses competency via simulations and call evaluations, partners with operations to close performance gaps, and provides coaching and continuous improvement for frontline teams.