Drives Operational metrics, including but not limited to the following: productivity, VBP, SVP, ACH, claims alert, late EMS, unverified services, orders audit, and agency financial statements to ensure the organization is on target with company goals related to operational efficiency, growth, quality, and finances. Works with external customers to represent the agency and completes a timely and thorough investigation of concerns voiced by patients, caregivers and referral sources and follows up with the complainant to ensure satisfaction with the resolution of the complaint.