Homewood Health

• Coordinate Employee and Family Assistance Program (EFAP) services including counseling, legal, financial, and nutritional services • Ensure clients are matched appropriately with the service and with a clinical professional • Enter client data into the electronic records system while responding to incoming telephone calls • Identify crisis calls and conduct risk assessments, coordinate transfers to Specialists and provide safety planning if necessary • Respond to client complaints or challenges and feedback regarding EFAP services and eligibility

• Provide high-quality administrative support to Sales and Account Management teams • Manage and respond to internal and external service requests • Maintain and update customer records and sales data in CRM systems • Support contract administration and renewal processes • Prepare reports, executive summaries, and presentations • Distribute customer onboarding materials and reports • Collaborate cross-functionally to ensure a seamless experience • Continuously stay informed on products and process updates • Contribute to process improvements and operational efficiencies

• Build and nurture lasting relationships with healthcare partners • Serve as the trusted primary contact for healthcare partners • Implement creative retention strategies • Monitor and analyze referral volumes • Work closely with internal teams to align goals

• Partner with stakeholders to understand business needs and translate them into data, reporting, and analytics solutions • Design, develop, and deliver reports and dashboards to support operational performance, KPIs, and strategic decision-making • Analyze large and complex datasets to identify trends, insights, and opportunities for improvement • Create and maintain data models and reporting frameworks to enhance data quality and accessibility • Develop Tableau visualizations and dashboards to communicate insights in a clear and actionable way • Support ad hoc data requests, providing timely and accurate analysis to stakeholders • Identify and contribute to process improvements and system enhancements • Collaborate on cross-functional projects, supporting business initiatives and data-driven strategies • Ensure data integrity, accuracy, and consistency across systems and reports

• Lead the design of end-to-end analytics and business solutions that address complex challenges and align with organizational priorities • Conduct advanced requirements analysis, translating business needs into scalable, high-performing solutions • Partner with business and technical teams to design, validate, and implement solutions, ensuring alignment with strategy • Develop and deliver insightful reports and dashboards (e.g., Tableau) that drive data-informed decision-making • Define and standardize KPIs, metrics, and reporting frameworks to support operational and strategic goals • Ensure accuracy, usability, and alignment of analytics outputs with business objectives • Act as a trusted advisor to senior stakeholders, facilitating discussions and influencing key decisions • Lead and participate in workshops, strategic initiatives, and high-impact projects • Mentor and support junior analysts, promoting best practices in business analysis, data modelling, and reporting • Contribute to process improvement initiatives and strategic planning efforts • Define and document data requirements, mappings, and semantic models for analytics solutions • Collaborate with data teams to ensure data quality, integrity, and governance standards are upheld

• Drives revenue growth by identifying, developing, and closing new business opportunities within insurer and Workers’ Compensation Board channels • Leads the full sales cycle, including prospecting, needs assessment, solution presentation, RFP responses, and contract negotiations • Builds and executes strategic account plans to expand market presence and strengthen existing partnerships • Develops and maintains strong, long-term client relationships, positioning the organization as a trusted advisor • Collaborates cross-functionally to deliver seamless, client-focused solutions and enhance overall customer experience • Identifies growth and retention opportunities within existing accounts to support sustained revenue expansion • Monitors market trends, competitor activity, and evolving customer needs to effectively position solutions • Manages pipeline activity, achieves sales targets, and maintains accurate reporting within CRM systems • Represents the organization through networking, industry events, and thought leadership activities • Contributes to team success through knowledge sharing, collaboration, and continuous improvement

• Leads and mentors a team of Account Executives to deliver exceptional customer experiences and high levels of client satisfaction • Oversees client accounts to ensure successful program execution, contract compliance, and service excellence • Builds and maintains strong relationships with key clients, serving as a senior escalation point and strategic partner • Drives customer retention, contract renewals, and revenue growth across an assigned portfolio • Identifies and pursues upsell and cross-sell opportunities within existing accounts to expand business • Partners cross-functionally with Sales, Marketing, and Operations to align strategies and deliver seamless client experiences • Monitors account performance, analyzes data, and delivers insights and ROI reporting to clients and internal stakeholders • Develops and implements best practices, tools, and processes to optimize account management and customer outcomes • Leads onboarding, training, coaching, and performance management initiatives to build a high-performing team • Stays current on industry trends and continuously enhances strategies to strengthen customer experience and competitive positioning

• Serve as a liaison between internal stakeholders and Microsoft support, gathering requirements, validating solutions, and ensuring alignment with business needs • Serve as an internal subject matter expert and primary support resource for Dynamics 365 Finance & Operations, ensuring system reliability, user support, issue resolution, and business continuity • Support the ongoing administration, configuration, optimization, and enhancement of ERP solutions, including Dynamics 365 Finance & Operations • Collaborate with departments and Microsoft support to assess business requirements, resolve issues, support system enhancements, and coordinate future feature and module rollouts • Support production operations by troubleshooting issues, coordinating resolutions, managing escalations, and ensuring timely support for end users • Participate in release management activities, including testing, validation, deployment coordination, and communication of system updates and enhancements • Develop technical requirements, test cases, and coordinate User Acceptance Testing (UAT) activities for system enhancements, upgrades, and new functionality • Analyze system performance, troubleshoot production issues, coordinate with Microsoft support as needed, and collaborate with IT on system updates, integrations, and continuous improvement initiatives • Maintain documentation related to system configurations, support processes, operational procedures, and enhancement activities • Provide day-to-day support for ERP users, including security administration, issue resolution, training, onboarding, and guidance on best practices • Monitor ERP technology trends and recommend improvements to enhance operational efficiency, reporting capabilities, and user experience • Support data validation, reporting, and integration activities to ensure system reliability and data integrity across platforms.

• Monitor shared service inboxes and intake channels, triaging and routing referrals and service requests to the appropriate internal teams • Review incoming referrals to ensure completeness, funding authorization, and compliance with operational and program guidelines • Coordinate intake scheduling by aligning client and clinician availability within established system processes and timelines • Respond to client and external stakeholder inquiries regarding intake status, documentation requirements, and service timelines • Support funding verification activities, payment documentation processes, and coordination with internal Finance teams • Prepare, generate, and distribute system-based and operational reports as required • Attend the office on a monthly basis to conduct workplace safety checks and manage incoming mail distribution • Liaise with property management regarding facility maintenance, office operations, and site-related matters • Support Clinic Management with operational projects, workflow enhancements, and continuous process improvement initiatives

• Manage a caseload of clients at the direction of a Clinical Lead, implementing and reviewing recovery plans • Connect participants to community resources, including health care, substance use treatment, mental health services, and return-to-work supports tailored to their goals • Monitor compliance, attendance, and progress, escalating concerns to the Clinical Lead when needed • Document case activity and maintain accurate, up-to-date clinical records and reports • Prepare progress reports, manage data and billing submissions, and participate in case and team meetings • Support departmental projects, provide coverage for colleagues as needed, and contribute to ad-hoc initiatives