MedZed

• Advise managers and employees on workplace concerns, conflict resolution, policy interpretation, and performance issues • Manage and resolve employee relations matters confidentially and objectively • Conduct investigations involving misconduct, harassment, discrimination, retaliation, and policy violations • Document findings, prepare investigation summaries, and recommend actions • Partner with leaders on coaching, corrective action, performance improvement plans, discipline, separations, terminations, and reductions in force • Ensure compliance with federal, state, and local employment laws and regulations • Identify workforce risks and collaborate with Legal and HR leadership on complex matters • Coach leaders on people management practices and difficult workplace conversations • Support leadership development initiatives focused on employee relations • Interpret, develop, review, and implement HR policies, procedures, and training materials • Deliver employee relations and workplace conduct training • Track and analyze employee relations, investigations, corrective actions, and turnover data • Prepare reports and recommendations for HR leadership • Maintain accurate records and case documentation in HR systems

• The COO is the integrator and translator of our strategic vision into daily practice. • Blend operational curiosity, critical thinking, a relentless drive for metrics-driven, technology-enabled operational excellence and hands-on execution skills. • Bring together and align multiple stakeholders with varying perspectives, and goals into a cohesive operation that maximizes our impact on the organizations and communities we serve. • Lead the business functions and is responsible for providing operational leadership, management and coordination across departments and identifies opportunities to enhance the access and care provided to members across programs. • Optimize growth, mitigate risk, ensure compliance, and maximize profitability. • Build and maintain relationships internally and externally. • Motivate a multi-disciplinary team with a common goal of delivering extraordinary care to our members. • Instill a culture that takes pride in providing extraordinary care to our members that results in reduced ED and inpatient utilization. • Analyze financial and operating reports, forecast future performance, and make data-driven operational decisions that maximize top line growth and profitability while leading with the delivery of extraordinary member care. • Work with other members of senior leadership, instill product management discipline linking contracts, financial modeling, data management, operating software, internal metrics and external reporting.

• Build and Own the Analytics Products • Design, build, and maintain the curated data sources, dashboards, and reports that drive operational decision-making across our programs. • Own each product end to end — from requirements through building, documentation, training, and ongoing enhancement. • Write the SQL and Shape the Data Model • Develop, optimize, and maintain SQL against our cloud data environment. • Partner with data engineering to expose the data you need, and contribute to a sustainable, well-structured analytical layer. • Articulate data requirements clearly and build for performance and reuse. • Automate Recurring Reporting • Build and maintain Python-based reporting pipelines for recurring operational, compliance, and quality deliverables. • Validate rigorously — reconcile numbers to source, QA before release, and stand behind the figures you publish. • Document, Train, and Maintain • Produce clear documentation for the data sources and dashboards you build. • Train and enable the people who use them. • Maintain a prioritized backlog of enhancement requests and re-prioritize as the business needs shift.

• IT Vendor Management: Day-to-day relationship and performance management across our IT vendor portfolio. • Track contractual obligations and entitlements; validate invoices against usage. • Lead periodic business reviews and manage renewals, expansions, and exits. • External IT Support Oversight: Serve as the internal owner of our outsourced IT support function. • Set performance expectations, monitor SLA adherence, and review ticket quality and resolution times. • Escalate and course-correct when service standards aren't met. • Process Gap Identification & Remediation: Systematically review technology-adjacent processes: onboarding/offboarding, access provisioning, change management, incident response. • Identify gaps that create security, regulatory, or operational risk. • Standardization & Automation: Identify opportunities to standardize repeating workflows and automate manual effort. • Drive remediation in partnership with relevant business owners. • Enterprise Partnership: Partner with product and operations to optimize device and software usage in the field. • IT Security: Maintain baseline security hygiene and partner with our managed security provider (DeepSeas) to monitor threat posture.

• Design and execute an enterprise people strategy aligned to MedZed’s growth objectives and value-based care model • Partner with the CEO and ELT to translate business strategy into workforce capabilities and organizational design • Ensure people strategy supports both short-term execution and long-term sustainability • Serve as executive owner of culture, values, and employee experience • Establish and maintain a measurable culture framework with eNPS as a core enterprise KPI • Use eNPS and engagement data to identify risks, leadership gaps, and trends • Partner with leaders to convert insights into action • Own enterprise learning and development strategy across leadership, management, and functional capability building • Aligning L&D programs to MedZed’s business priorities, workforce needs, and performance expectations • Lead enterprise workforce planning across field and corporate teams • Coach executives and senior leaders on people leadership and accountability • Own people’s analytics strategy and oversee HRIS systems, data integrity, and reporting

• Meet performance metrics, goals, and deadlines for their team while motivating them to achieve and exceed goals. • Manage the day-to-day operations for their territory, including conducting one-on-one performance and caseload reviews as well as tracking individual productivity, growth, member engagement, quality of care and graduation. • Engage with community-based organizations, health plans, and other partners. • Provide ongoing virtual and field-based coaching and development to the field team. • Provide resources related to community-based opportunities with the Community Impact Partnership Program (CIPP) Director. • Advise Community Health Navigators on how to create Specific, Measurable, Achievable, Relevant, Time-based (SMART) goals with achievable interventions and how to overcome barriers and objections with members. • Problem solve issues raised by CHNs in an initiative-taking, creative manner. • Support program expansion, staffing needs, and operational enhancements. • Hire, manage and coach staff. • Manage Profit and Loss for the territory. • Ensure timely review and approval of payroll, expenses, and other compliance requirements within territory.

• Own 2-4 major features or enhancements at a time, from initial concept through live adoption. • Work with operations leaders, clinical staff, and field teams to scope requirements and understand the real problem. • Build business cases that connect features to our strategic goals (scale, productivity, quality, visibility) • Write clear, detailed user stories that developers can build from • Be the point of reference when developers have questions about requirements, edge cases, or "what should happen when..." • Design and execute communication plans so users know what is changing and why. • Ensure training materials are built, and deployment plans work for field staff with a broad range of user skills and digital literacy. • Monitor adoption after launch and iterate based on what is happening in the field. • Use data to inform decisions about what to build, how to prioritize, and whether features are working. • Partner with our Product Analyst to troubleshoot issues and gather user feedback. • Manage relationships with outsourced development teams and hold them accountable to deadlines.

• Instill and Drive Member-Centric Workflows: Lead the design and implementation of workflows that prioritize member outcomes through collaboration throughout the organization, informed by a deep understanding of our customer contract requirements. • Implementation Project Management: Partner with the CFO, Clinical team and CGO to ensure new initiatives optimize operational efficiency, support financial sustainability, and align with long-term strategic objectives. • Process Optimization: Collaborate with all functional areas to identify inefficiencies, implement streamlined workflows, and drive continuous improvement projects that enhance both operational efficiency and member care. • Training and Support: Collaborate with Learning and Development, Clinical and Quality teams to ensure that company employees effectively adopt new processes, tools, and strategies. • Enforce Data-Driven Decision-Making: Leverage internal and external data to identify trends, areas for improvement, and opportunities to enhance member care and reduce costs.

• Drive initiatives that reduce healthcare utilization while enhancing member care and experience • Lead the design and implementation of workflows that prioritize member outcomes • Partner with CFO, Clinical team, and CGO to ensure new initiatives optimize operational efficiency • Collaborate with all functional areas to identify inefficiencies and implement streamlined workflows • Support development and delivery of training programs that equip teams with new knowledge and skills • Leverage internal and external data to identify trends, areas for improvement, and opportunities to enhance member care.

• Meet performance metrics, goals, and deadlines for their team while motivating them to achieve and exceed goals. • Manage the day-to-day operations for their territory, including conducting one-on-one performance and caseload reviews as well as tracking individual productivity, growth, member engagement, quality of care and graduation. • Engage with community-based organizations, health plans, and other partners. • Provide ongoing virtual and field-based coaching and development to the field team. • Provide resources related to community-based opportunities with the Community Impact Partnership Program (CIPP) Director. • Advise Community Health Navigators on how to create Specific, Measurable, Achievable, Relevant, Time-based (SMART) goals with achievable interventions and how to overcome barriers and objections with members. • Problem solve issues raised by CHNs in an initiative-taking, creative manner. • Support program expansion, staffing needs, and operational enhancements. • Hire, manage and coach staff. • Manage Profit and Loss for the territory. • Ensure timely review and approval of payroll, expenses, and other compliance requirements within territory.