ComPsych

• Manage a diverse block of customers, primarily in Texas • Responsible for the successful delivery of ComPsych’s global employee assistance, behavioral health, wellness and work-life services • Utilize relationship management skills to ensure services strengthen the overall customer experience • Collaborate with internal partners to ensure flawless service delivery • Oversee customer satisfaction and profitability • Implement communication strategies, customer training, issue resolution and utilization reporting • Demonstrate understanding of customers' business, human capital and benefits concerns • Retain and grow book of business by meeting customer satisfaction ratings and identifying upselling opportunities • Exercise independent judgement in assessing customer needs and recommending solutions • Manage complex customer issues and escalations • Position ComPsych's value proposition with beneficial solutions • Establish and build strong working relationships with ComPsych’s business leaders • Identify and advance process improvements to enhance overall service delivery • Travel as necessary (approx. 25%)

• Serve as a technical subject matter expert and mentor DevSecOps engineers. • Define, document, and evangelize DevSecOps standards. • Design, build, and maintain secure CI/CD pipelines. • Architect and manage multi-cloud infrastructure. • Develop and maintain Infrastructure-as-Code using frameworks. • Embed security controls and policy-as-code into deployment workflows. • Evaluate and integrate AI tooling into DevSecOps CI/CD pipelines. • Manage vulnerability management and support incident response.

• Provide brief, solution-focused (telephonic and/or video) counseling services • Conduct a comprehensive assessment of the clients’ presenting issues • Establish a treatment plan aimed at resolving identified issues • Facilitate a referral to long-term treatment and/or community resources when clinically appropriate • Maintain a full time caseload of appointments each day • Utilize brief, solution-focused interventions to resolve the clients’ presenting issue • Ensure safety for clients who present at risk to harm self/others • Maintain up-to-date documentation for all client contacts in the ComPsych system per established procedures and processes • Continually strengthen professional knowledge base through review of trends related to telehealth counseling, effective treatment modalities, and evidence-based interventions • Other duties as assigned.

• Serve as the primary operational point of contact for HR partners on leave and accommodation matters across an assigned book of business, delivering a responsive, high-quality client experience. • Own and lead the operational meeting cadence with HR partners, setting agendas, facilitating discussions, documenting action items, and following through on commitments. • Partner with account management on strategic account activity, serving as the operational, leave, and accommodation subject-matter expert in joint client-facing engagements. • Act as the first point of escalation for operational, claims, and accommodation concerns, driving timely resolution and clear communication. • Build trusted, long-term relationships with partner stakeholders that strengthen retention and program value. • Ensure consistent achievement of service, quality, productivity, and compliance objectives across the assigned book of business. • Respond to HR partner inquiries on claims and accommodation status within established service-level agreements (SLAs), providing prompt acknowledgment and resolution. • Monitor operational performance through data analysis, reporting, and key performance indicators (KPIs) to inform decisions and prioritize work. • Drive proactive issue resolution and risk mitigation to ensure uninterrupted service delivery. • Serve as the subject-matter expert on ComPsych operational leave and accommodation processes, including the Family and Medical Leave Act (FMLA), state leave laws, and the Americans with Disabilities Act (ADA) interactive and accommodation process. • Maintain current knowledge of client-specific custom plan provisions, leave policies, and eligibility rules to provide accurate, consistent guidance. • Understand how leave and accommodation actions, approvals, denials, return-to-work (RTW) dates, extensions, appeals, and accommodation determinations translate into downstream data and appear on partner-facing feeds and reports. • Act as the partner’s guide to interpreting feed and report data, helping HR partners understand what each data point means and how to act on it. • Mentor and guide specialists and operational team members, sharing expertise to raise consistency and quality across the team. • Identify patterns, anomalies, and emerging trends within leave and accommodation data, and proactively surface insights to partners and internal stakeholders. • Recommend training opportunities and process updates to the operations team to improve quality and consistency. • Champion a culture of continuous improvement and customer-centricity. • Apply data, predictive insights, and emerging AI capabilities to anticipate partner needs, surface risk earlier, and resolve issues before they become escalations. • Support audit readiness efforts and address compliance-related concerns proactively. • Demonstrate respect, sensitivity, confidentiality, and professionalism in all partner and colleague interactions.

• Provide administrative assistance to both the Absence Vice President and Operational Leaders • Take detailed meeting minutes, organize and schedule meetings, draft agendas and other administrative functions as requested • Support the team with creating data visuals, presentations, printing and preparing any communication materials • Deliver clear and concise messages • Write and distribute email, correspondence memos, letters etc. • Listen attentively and ask the necessary questions to confirm understanding for notes • Perform data entry in Microsoft Excel, Microsoft One Note, and other computer applications • Book travel arrangements • Submit and reconcile expense reports in a timely manner • Liaise with executive and other administrative assistance to handle requests and queries from other managers/internal departments • Run routine reports using specific software (e.g., spreadsheets, reporting tools) based on pre-defined parameters • Create basic reports and summaries from the generated data • Share reports with relevant personnel and answering basic questions about the data • Other duties as assigned

• Provide strategic leadership and direction for the Customer Success team • Develop and implement a strategy to increase performance, revenue, and profitability • Collaborate with senior leaders and team members • Work with the team to ensure effective implementation of programs for complex enterprise accounts • Identify, design, and implement customer service improvements • Coach team members to enhance their interpersonal and relationship-building skills • Partner with internal resources to recruit, develop, and manage a highly skilled workforce • Identify upsell opportunities • Develop methods to improve operational efficiency • Provide coaching, oversight, training, and professional development for staff • Other duties as assigned.

• Provide telephone and chat-based support by conducting in-depth clinical assessments and referring clients to appropriate resources, including therapists, counselors, and relevant wellness resources. • Conduct client assessments and apply coaching methodologies to develop personalized health and wellness strategies that foster positive behavioral change. • Ensure adherence to departmental protocols, industry best practices, and specific client requirements to guarantee compliance and the delivery of high-quality service. • Provide services in a culturally competent, inclusive, and respectful manner to individuals from diverse backgrounds with varied needs. • Exercise sound judgment, critical thinking, and problem-solving skills to assess situations, promptly resolve concerns, and facilitate the provision of appropriate support, with the aim of enhancing the overall client experience. • Inform clients—in a professional and empathetic manner—about available resources, eligibility criteria, and the services offered by the program. • Maintain accurate, comprehensive, and up-to-date documentation of all client interactions within the organization's internal database system. • Stay informed about emerging trends, resources, and best practices in the field of behavioral health to continuously enhance service delivery. • Collaborate with internal and external stakeholders to ensure continuity of care and alignment with specific client service expectations. • Strictly adhere to medical confidentiality and applicable data protection regulations (e.g., GDPR in Europe, PDPA in Singapore, PIPEDA in Canada).

• Provide telephonic and chat support by conducting comprehensive clinical intakes • Conduct client assessments and apply coaching methodologies to develop tailored health strategies • Ensure adherence to departmental protocols and industry best practices • Deliver services in a culturally competent and inclusive manner • Apply judgment, critical thinking, and problem-solving skills to enhance client experience • Educate clients regarding available resources and program services • Maintain accurate documentation of client interactions • Stay informed on emerging behavioral health trends

• Design, implement, and maintain Genesys Cloud CX solutions • Configure and manage IVR systems, ACD, and Workforce Management tools • Monitor system performance and provide technical support • Collaborate with cross-functional teams • Develop and execute test plans for new releases • Provide end-user support and training • Keep abreast of new trends in the contact center industry • Document all system configurations and updates • Participate in on-call rotations • Implement and support audio/video conferencing hardware and software • Manage domestic and international telecommunications vendors

• Review and complete credentialing/re-credentialing files submitted to ComPsych • Contact providers, by phone or email, to request missing information • Complete credentialing/re-credentialing process on submitted files within designated timeframes • Appropriately identify "red flag" files and route files for resolution • Perform queries on designated providers to obtain written reports, review for incidents within designated timeframes • Other duties as assigned