Health Plans, Inc.

• Lead, coach, and develop Account Executive staff, including hiring, onboarding, performance management, and succession planning. • Establish clear expectations, KPIs, and service standards for client management teams. • Serve as executive sponsor for key and complex client relationships. • Ensure proactive account management across new implementations, renewals, and ongoing service delivery. • Oversee consistent execution of client onboarding, renewal cycles, and service processes. • Identify trends, risks, and opportunities through data, client feedback, and performance metrics. • Contribute to departmental and enterprise-level strategic planning. • Ensure adherence to regulatory, contractual, and accreditation requirements (e.g., HIPAA, URAC, SOC).

• Conduct regular audits of financial transactions related to claims funding, billing, and stop loss submissions processed by the teams to ensure adherence to industry regulations and internal policies & procedures • Review and analyze reports to identify discrepancies, errors, or trends that may impact financial performance • Support all external audit requests and audit of materials gathered prior to submission • Maintain accurate and organized records of all quality control activities, including audit results, corrective actions taken, and follow-up measures • Act as a subject matter expert for projects aimed at process improvement and operational excellence • Recommend process changes based on audit findings and industry standards to improve overall service delivery • Prepare detailed reports summarizing findings and presenting them in a clear and actionable format to management • Participate in cross-functional meetings to discuss quality issues and propose solutions • Accountable for reaching target metrics related to quality & performance improvements • Assist in the development of departmental policies and procedures • Provide training and support to staff on quality control processes and compliance requirements • Assist with researching and resolution of client issues • Assess the need for a sense of urgency with all work activities and communicate appropriately with department leadership to coordinate response/resolution.

• Responsible for assisting with the coordination of the implementation of new groups and overall servicing of account issues for existing clients and brokers. • Responsible for producing educational materials, resolving claims/service issues. • Responsible for providing administrative support to the Client Services department. • Responsible for assisting with the communication with internal staff on any plan design changes, renewal changes, or other relevant information to ensure the plan runs smoothly for each client. • Supervising and training the Account Coordinator team • Assigning projects to the Account Coordinator team • Working with the Director of Client Services and Vice President of Client Services to report escalations • Identifying areas of opportunity and areas of concern with the team • Tracking PTO for the team and maintaining a PTO tracker • Coordinating with the Vice President and Director to approve PTO for all Client Services staff, including Account Executives (AEs), Account Managers (AMs), and Account Coordinators (ACs)

• Serve as the primary contact for the group representatives and brokers, ensuring smooth plan implementation, ongoing service and renewals. • Produce educational materials, conduct benefit meetings, and design the plan. • Work strategically with the consulting team and client to help manage and evolve the health plan. • Provide renewal consultation, plan design advice and execute internally any plan design or renewal changes. • Prepare plan performance reports and assist with analysis. • Offer new programs/services as appropriate. • Notify and assist clients/brokers with compliance and reporting requirements.