• Coordinate office management schedules, coverage, and team needs including acting as client and staff Telehealth liaison.• Facilitate client arrival and departure from programming, including completion and collection of all necessary intake paperwork and documentation, scheduling clients, sending appointment reminder alerts, tracking attendance, etc.• Track patient information and statistics in support of The Joint Commission requirements via the EMR software Kipu• Maintain confidentiality under 42 CFR Part 2 and all other established policies, procedures, and standards of care.• Coordinate client UTS results from labs with a multidisciplinary team.• Coordinate client UTS scheduling with labs to facilitate clients from distant locations within WA state.• Liaise with facility vendors including cleaning, maintenance, and transportation services after conducting inventory assessment and ordering.• Ensure a safe and secure lobby environment for employees, clients, guardians, and visitors by screening and monitoring visitors and connecting them with staff members.• Perform reception duties, including answering the telephone and following up on calls, customer service needs and questions, processing incoming mail, etc.• Answer inquiries and obtain information for the public, clients, visitors, and staff in an expedient, professional, and courteous manner.

• Performed all duties and responsibilities consistent with Associate level.• Investigated and owned abuse cases escalated by Associates due to the complexity of the issue, ~200 cases per week.• Vetted and approved customers for security testing of AWS resources.• Recognized and investigated patterns of abuse indicative of larger-scale operations.• Compiled and organized data from reported activity for AWS Security and AWS Trust & Safety Security teams for further investigation.• Communicated with law enforcement and Amazon legal teams regarding reports indicating criminal activities on AWS IP.• Provided investigative details regarding the possibility of fraudulent customers to Amazon's fraud team.• Coordinated with corporate and in-team training team board members as regional point of contact (Voice of the Board).• Compiled and organized data from feedback on training to further improve training documentation and processes.• Instructed new hires on processes and expectations of their roles, ~12 Associates and Specialists in 6 months.• Assured quality of casework done by Associate and Specialist levels, ~60 cases per week.• Provided insight and assistance in answering questions on casework from Associate and Specialist levels.

• Maintained Amazon Web Service integrity.• Investigated reported AWS IP abuse (ranging from activity-based DDoS attacks to content-based CSAM), ~200-300 cases per week.• Investigated customers who have violated AWS terms of service.• Identified and took action on abusive activity and content being run or hosted on AWS IP.• Configured rDNS records to minimize email spam abuse on AWS IP.• Developed knowledge of Layers 4 through 6 of the OSI Model (identifying where and when abusive activity is occurring and vulnerabilities leading to compromised resources).• Facilitated communication between internal teams, AWS customers, and abuse reporters.• Collaborated with multiple AWS teams including Copyright, Digital Messaging, and Enterprise Support.• Contributed to SOP standardization by writing documentation and providing cross-team training.

• Investigated inventory discrepancies.• Coordinated with warehouse, inventory, and corporate entities to ensure product for restocking.• Coordinated with account teams to establish correct pricing.• Kept track of freight charges that may apply to cases.• Worked with customers to resolve billing conflicts.• Processed POs and collected payment.

• Answered multi-line phone and assisted patients with questions regarding their Medicare insurance.• Provided patients with information on differences between Medicare and Medicare Advantage plans.• Researched difficult patient concerns and escalated those issues to the proper departments.• Contacted patients regarding changes in policy or for updating patient records.• Assisted office manager with organizing and filing medical files, meeting minutes, and budget plans.