Point C

• Own the Zendesk platform roadmap end-to-end; from initial configuration through future enhancements and builds, prioritizing improvements that align with business needs and stakeholder goals • Lead the configuration and administration of Zendesk, including fields, workflows, views, triggers, automations, dashboards, and reporting • Leverage AI capabilities within Zendesk to enhance ticket routing, automate workflows, and improve overall operational efficiency • Gather requirements from business stakeholders, translate them into functional enhancements within the platform, and manage the backlog of system improvements • Proactively identify opportunities to improve Zendesk workflows, UI, and usability and proposing solutions • Partner with Claims, Client Services, Account Management, and IT teams as primary stakeholders, gathering sign-offs and ensuring Zendesk configuration meets the needs of each user group • Support a multi-phase enterprise rollout of Zendesk, coordinating with IT as the platform transitions and expands organization-wide • Manage user roles, permissions, access controls, and data integrity, ensuring governance standards are maintained as the platform scales • Support integrations between Zendesk and internal systems; coordinate testing and deployment of system updates and new builds • Communicate roadmap priorities, system updates, and change management needs to stakeholders at all levels, including leadership sign-off and team-level rollout support • Manage vendor relationships and support cost management and augmentation decisions related to Zendesk • Partner with the training and management team to create documentation, lead onboarding sessions, and promote best practices across all user teams • Provide ongoing end-user support and troubleshooting, serving as the internal subject matter expert for Zendesk across the organization

• Design, build, and maintain Power BI reports and dashboards supporting healthcare, financial, and operational analytics. • Develop and optimize semantic models, relationships, measures, and calculated columns. • Create and maintain complex DAX measures aligned to healthcare KPIs such as utilization, claims, eligibility, quality, and financial performance. • Partner with business and clinical stakeholders to translate requirements into clear, actionable analytics. • Ensure BI solutions follow best practices for performance, scalability, usability, and security. • Administer the Power BI Service, including workspace configuration, security, dataset refreshes, user access, and row-level security. • Monitor report and dataset performance and resolve refresh, gateway, and licensing issues. • Establish and maintain Power BI standards, documentation, and governance practices. • Support deployments across development, test, and production environments. • Perform other duties as assigned in support of analytics and business initiatives.

• Serve as a primary contact for assigned employer groups regarding benefits administration and service inquiries • Respond to employer, broker, and member requests via phone, email, and ticketing systems within established service standards • Educate employer groups on TPA processes, policies, eligibility rules, and available services • Build and maintain positive working relationships with clients and brokers • Coordinate with claims, provider relations, and stop-loss departments to resolve escalated issues • Research claim status inquiries and facilitate timely resolutions • Track and document service issues to ensure follow-through and client satisfaction • Maintain confidentiality and ensure compliance with HIPAA and company policies • Document client interactions and account activity accurately within internal systems • Support audit requests and reporting needs as required • Participate in employer implementations and renewals • Identify opportunities for process improvement and enhanced client experience • Support special projects and cross-functional initiatives as assigned

• Answer inbound calls and return voicemails from members, delivering exemplary customer service and support. • Troubleshoot and resolve prescription-related issues for members whose plans utilize CVS or Carelon as the PBM. • Coordinate with providers’ offices and retail/mail-order pharmacies as needed to resolve claims processing, prior authorization, and medication access issues. • Document all actions, progress, and communication in the ticketing system and Acuity, updating ticket status in accordance with internal standards. • Conduct proactive member outreach, including but not limited to disruption list communications and follow-up calls. • Collaborate closely with Pharmacy Services team members and cross-functional departments to ensure timely resolution of pharmacy-related concerns. • Perform other duties as assigned.

• Partner with operational leaders to identify high-friction, high-volume manual workflows and opportunities to automate and improve processes using AI and data science across claims, plan administration, client services, and clinical/UM functions • Design and build AI-assisted tools and prototype solutions using Anthropic’s Claude platform – from prompt-based assistants to lightweight internal apps; focus is on initial concepts and working prototypes, not full-scale production builds • Prototype quickly; target concept-to-working-demo timelines of days, not weeks; partner with engineers and technical team members to hand off and build out solutions beyond the prototype stage • Collaborate with the AI & Automation Engineering team on solutions requiring API integrations or multi-system workflows • Document use cases, build logic, and outcomes so solutions are repeatable beyond the internship; write clear documentation capturing the idea, logic, and intended approach for each solution to enable handoff and continuity • Present findings and ROI framing to operational and executive leadership • Help build and deliver an AI Efficiency Playbook at the close of the internship – capturing what was built, what it replaced, recommended next steps, and a framework for how Point C can continue identifying and implementing AI-driven improvements

• Support Account Managers in day-to-day client and broker relationship management, serving as a professional point of contact when needed • Utilize AI tools to accelerate research and create more efficient processes • Use AI to research client needs and industry trends to support account strategy and client conversations • Incorporate AI tools into drafting and refining client communications to produce polished deliverables more effectively • Prepare and assemble client-facing documents including presentations, slide decks, letters, summaries, and renewal materials • Draft professional correspondence and communications on behalf of clients and the account management team • Assist in organizing and preparing for client and broker meetings, including agenda development, materials preparation, and follow-up documentation • Maintain accurate client records, track open items, and support follow-through on account management deliverables • Represent Point C professionally in all written, verbal, and visual communications with a high standard for quality and presentation

• Partner with clinical and utilization management teams to understand workflows, data needs, and areas where analysis can improve decision-making and outcomes • Use AI tools to accelerate data pulls and surface patterns across large clinical datasets • Analyze AI findings to flag trends or anomalies that may not be immediately visible through manual review • Leverage AI to support documentation tasks such as drafting summaries, structuring findings, and generating repeatable templates for clinical and operational use • Pull, clean, and analyze healthcare data including claims, date of service, provider specialty, utilization patterns, and clinical indicators • Identify trends and draw actionable insights from clinical and utilization data to support care management, cost containment, and quality improvement efforts • Support the clinical team in understanding benefit structures, plan designs, and how they interact with utilization and outcomes data • Identify opportunities where AI or automation could streamline clinical review processes, flag outliers, or reduce manual workload for clinical staff • Build lightweight data tools, dashboards, or summary reports to make clinical and utilization data more accessible and actionable • Document findings, methodologies, and recommendations clearly so insights are repeatable and usable beyond the internship • Present data findings and recommendations to clinical and operational leadership in a clear, accessible format

• Serve as a key support for clients in partnership with Client Services team members to support business retention. • Provide administrative support to the Client Services team to ensure successful delivery of client service commitments. • Prepare and run client-specific reports as needed to support account management activities. • Collaborate with internal Point C teams and TPA partners to research and respond to client inquiries in a timely manner. • Facilitate the resolution of client concerns by coordinating across departments and ensuring follow-up. • Participate in client-facing activities such as benefit fairs, employee meetings, and enrollment presentations.

• Build and maintain full-stack Azure-hosted portals (internal member portal, external client portal, Argus portal) across UI, API, and data layers • Contribute to the Argus EDI platform, handling healthcare transactions including eligibility, claims, remittance, and acknowledgments • Develop and extend CRM functionality supporting TPA operations and client management • Work with Azure services (App Services, Azure SQL, Functions, Storage, AI Services) and participate in architectural decisions • Integrate AI/automation capabilities into products and workflows; use tools like GitHub Copilot and Azure AI as part of your daily development process • Collaborate with stakeholders across multiple TPA entities to understand requirements and deliver solutions

• Design, develop, and deliver virtual training programs for new and existing staff across Operations. • Train employees using established claims systems, processes, and procedural documentation. • Inspire, coach, and motivate employees to achieve performance and quality goals. • Identify training needs and develop appropriate curriculum and learning tools. • Communicate training progress and outcomes to leadership in a timely and clear manner. • Create and maintain training materials, including handouts, guides, and job aids. • Conduct training needs assessments and operational audits to identify opportunities for development. • Collaborate with operational teams to draft, revise, and certify organizational policies and procedures. • Integrate procedural updates into training programs on an ongoing basis. • Lead ongoing training initiatives related to system releases, new clients, or process improvements. • Demonstrate strong presentation skills and a customer-service-oriented approach.