RxBenefits, Inc.

• Lead team of PBM Strategic Relations Managers who provided oversight of the day-to-day management of our PBM partnerships. • Oversee the decision-making process for PBM initiatives through collaboration with RxBenefits and PBM executive leadership. • Advise on PBM Request for Proposal (RFP) development, including review, assessment, and executive readouts. • Hold PBMs accountable for resolving escalated service and operational issues. • Ensure organizational readiness to support PBM programs and services by collaborating with PBM partners and cross functional teams to review, understand, and vet programs while developing and communicating RxBenefits’ internal position. • Serve as the central conduit of PBM initiatives, ensuring timely and accurate communication across cross functional teams. • Demonstrate transformational leadership, motivating and engaging teams while influencing behaviors toward a shared strategic vision. • Facilitate ongoing communication with PBM leadership to maintain strong, strategic, and collaborative relationships. • Track and report on PBM trends, successes and challenges. • Support additional projects and responsibilities as needed.

• Lead and manage daily activities of 4–5 Mentors with full accountability for new hire support, onboarding effectiveness, and early tenure performance. • Own and deliver a full-year hiring and training class schedule aligned with Workforce Management staffing forecasts and business demand. • Define and execute recruiting strategy, including vendor selection, sourcing approach, and candidate pipeline development. • Partner with Recruiting and HR to ensure consistent candidate flow and successful class fill rates. • Design and implement new hire training strategies, including both virtual and in-person delivery models. • Define and maintain training curricula, content expectations, and learning outcomes for onboarding programs. • Establish and execute a structured post-class support model including mentor-to-new hire buddy assignments, peer shadowing, and live call support. • Ensure ongoing coaching and structured support for all new hires during the first 90 days. • Track, measure, and report on new hire performance during the first 90 days and identify required interventions. • Ensure new hires meet defined readiness and performance expectations prior to full production. • Continuously improving onboarding and recruiting processes based on performance data and business needs. • Own and lead change management efforts for all new processes, systems, tools, and business updates impacting Member Services. • Develop and execute communication plans to ensure awareness, understanding, and readiness across the organization. • Translate complex changes into clear, actionable messaging aligned to frontline execution. • Partner with Product, Technology, Operations, and Training to ensure consistent messaging and coordinated rollout plans. • Coordinate and deliver training and enablement efforts required for successful adoption. • Ensure all communications are timely, accurate, and accessible to frontline staff and leadership. • Track and report on change adoption, knowledge retention, and execution effectiveness. • Identify gaps in adoption and implement targeted communication or training actions. • Maintain structured prioritization, sequencing, and impact management for all changes. • Serve as the single point of accountability for ensuring changes are successfully adopted and operationalized.

• Develop and execute the accumulations strategy aligned with organizational goals and member experience objectives • Establish roadmaps, priorities, and governance processes for accumulations initiatives • Drive continuous improvement efforts to enhance accuracy, scalability, and operational efficiency • Oversee the design, implementation, and maintenance of integrated accumulations solutions across multiple products and benefit plans • Serve as the subject matter expert for large-scale initiatives involving accumulations modernization, system integrations, and regulatory requirements • Partner with Product, Technology, Operations, and Compliance teams to define requirements and deliver solutions • Ensure successful execution of projects through planning, risk management, stakeholder engagement, and change management • Monitor accumulations performance, accuracy, and reconciliation processes • Identify and resolve complex accumulations issues affecting claims adjudication, member cost-sharing, or provider reimbursement • Establish metrics, KPIs, and reporting frameworks to measure operational effectiveness • Lead root cause analysis and corrective action efforts for accumulations-related incidents • Collaborate with Claims, Benefits Configuration, Enrollment, Finance, Actuarial, and Customer Experience teams • Partner with external vendors and technology partners to ensure seamless data exchange and integration • Serve as the primary business leader for accumulations-related initiatives and enterprise programs • Facilitate executive-level communications and provide regular updates on program status, risks, and outcomes • Ensure accumulations processes comply with applicable federal and state regulations, benefit design requirements, and organizational policies • Support audit activities and maintain documentation for accumulations controls and procedures • Establish governance standards for accumulations configuration, testing, and deployment activities

• Proactively provides resources, information, advice, and expertise with coworkers and stakeholders; influencing others through technical explanations and examples • Completes work assignments by applying up-to-date expertise within the Commercial Pharmacy benefit to generate creative solutions; ensuring all procedures and policies are followed; leveraging an understanding of data, and resources to support projects or initiatives; collaborating cross-functionally to solve business problems; identifying and monitoring priorities, deadlines, and expectations; communicating progress and information; identifying, recommending, and implementing ways to address improvement opportunities; and escalating issues or risks as appropriate. • Supports actuarial documentation by preparing and reviewing for accuracy and reasonability the actuarial portion of financial reports and responses to audits, client/broker inquiries and insurance regulations • Participates in product line evaluations by conducting analysis of product line financials, pricing, and valuation analysis; and analyzing product line performance, risk, and assumptions used in product / RFP development. • Stays abreast of actuarial research by examining developments in standards, assumptions, competition, and the legal and regulatory environment. • Assesses, analyzes and interprets financial risks and opportunities by applying actuarial methods; and conducting actuarial analyses. • Supports collaborations with business partners by understanding the business needs; translating actuarial constructs into non-technical recommendations; and complying with the Actuarial Standards of Practice. • Supports actuarial modeling by developing and enhancing actuarial models; assisting with the development of alternative assumptions and forecasts using in-house models or actuarial software; and assisting with validating the data and results.

• Client Consultation Builds and grows relationships with brokers and clients by offering strategic solutions to hospital pharmacy challenges. • Performs proactive utilization and trend analysis to identify solutions that assist in managing and reducing drug spend. • Plays major advisory role by providing client consultation on RxBenefits and/or PBM services and products. • Creates plan design strategies that effectively align with the goals of the HR, finance, and the pharmacy teams. • Builds collaborative partnership with broker consultant and hospital (tribal) staff to promote maximization of in-house pharmacy capabilities. • Client and Industry Awareness Responsible for understanding the client's organization and key contacts, products/services and client initiatives. • Ongoing awareness of hospital (tribal) landscape and in-house pharmacy. • Understanding of 340B and the overall impacts on the entity. • Interdepartmental communication Accountable for accurate and timely preparation of client deliverables; assists in new client onboarding, facilitates in-house pharmacy set up for new and existing clients, initiates requests for benefit plan changes, produces the expected monthly and quarterly reports. • Job Duties Include: Participates in ongoing educational events for skill and knowledge development. Attends ongoing training specific to in-house pharmacy processes and procedures. Develops and maintains effective working relationships in a consultative role with service partner contacts (such as analysts, underwriters, brokers & consultants, PBMs, sales and service representatives) and client HR & in-house pharmacy contacts. Partners with client onboarding team for new client implementations Facilitates in-house set up discussions, complete necessary set-up form and review with client/IHP. Facilitates new client deliverables: benefit welcome kits, member communications, and open enrollment deliverables in conjunction with internal client onboarding. Prepares and obtains employee materials and presents employee benefits via webinars or in face-to-face enrollment meetings. Effectively communicates with internal key stakeholders while keeping them fully informed of all important activities on client accounts. Performs Quality Checks of service agreements, claims processing, benefit designs, financial reports, etc. Specializes in effective practices to meet in-house pharmacy objectives. Acts as liaison in conjunction with pharmacy benefit operations, between client, client in-house pharmacy team, brokers and PBM companies to independently resolve all service problems. Specifically, assist the client in resolving billing, claim, eligibility, COBRA and customer service problems. Devises strategies and recommendations for clients in regard to cost containment solutions. Facilitate benefit change forms, member impact and communications in conjunction with benefit change teams. Conducts frequent client and broker consultant discussions and meetings regarding expectations and progress toward client goals. Prepares reports deemed necessary by the Director, Strategic Markets, broker consultant and client. Keeps all information on accounts accurate and up to date. Communicates RxBenefits "Our Value-Added Service" to our clients. Meets or exceeds departmental goals established by the Director, Strategic Markets Assists with keeping department materials, contacts, intranet, etc. up to date. Assists with the development of job aids, training materials, etc. Presents a positive image in and out of the office to fellow employees, members, providers, and the community.

• Responsible for daily administration and operation of the DevOps stack at RxBenefits • Work closely with the Development team and our Infrastructure team to develop our CI/CD stack and implement monitoring and observability into our applications. • Design and Implement AWS-enabled CI/CD platforms. • Be available to assist the Development team to enable them to fully utilize the CI/CD pipeline. • Assist with the evaluation and recommendation of tools and technologies for DevOps. • Manage code deployments, fixes, updates and related processes. • Interact with Management and the Development, Infrastructure and Security teams. • Actively troubleshoot any issues that arise during testing and production, catching and solving issues before launch. • Automate our operational processes as needed, with accuracy and in compliance with our security requirements. • Spread knowledge on an ongoing basis to all members of the software/IT team. • Push for “DevOps” concepts whenever possible.

• Supervise and manage daily activities of 8–15 Member Services Representatives (MSRs) • Monitor real-time call center performance and proactively address service level issues • Working in tandem with Workforce Management staff, managing MSR adherence to schedules, including attendance, punctuality, and break compliance • Provide immediate, real-time direction, intervention, and call take over support as needed for complex or escalated member interactions • Ensure all agents deliver a high-quality, accurate, and empathetic member experience • Conduct QA call monitoring and provide coaching and feedback • Hold agents accountable for performance metrics, call quality, and procedural compliance • Conduct one-on-ones, coaching sessions, and formal performance reviews based on QA, KPIs, and customer feedback • Identify and address performance gaps through coaching and disciplinary action when needed • Ensure team members follow all policies, procedures, and system requirements • Communicate organizational updates, process changes, and expectations clearly and consistently • Identify training needs and partner with training teams to close knowledge gaps • Partner with Workforce Management while maintaining direct accountability for team adherence and coverage • Monitor dashboards and reports to identify trends and implement improvements • Support recruiting, interviewing, and onboarding of new team members • Develop team members through coaching, mentorship, and career development planning • Resolve escalated member issues and reinforce best practices • Collaborate with cross-functional teams including IT, Operations, and Account Management • Keep leadership informed of trends, risks, and performance concerns • Perform other duties as assigned

• Follow QA testing procedures to complete standard testing scenarios and reporting for the following and additional testing as assigned. • New client benefit implementations • Existing client benefit changes • Existing client benefit audits • Complete the following standard testing scenarios: • Documentation comparison • Structure set-up comparison • Review of automated Benefits test case output • Review of Integrated Accumulation sharing • Manual test case entry and review, using critical thinking to determine accuracy of test results • Use critical thinking skills in reviewing test data results, reaching out internally around complex situations (such as multiple inaccuracies, poorly defined criteria or missing details, escalations) to ensure the most accurate test results are provided. • Use Microsoft Excel to complete structure comparisons. • Use Microsoft Access to create test case details to apply for automated testing. • Learn all PBM documentation, software, and reporting systems for our contracted PBMs • Accurately document detailed test results; including location of issues found, screen shots and member examples as necessary. • Determine appropriate test plan based on the type of benefit changes. • Update or review process documentation, as assigned. • Assist with mentoring new or contract staff, as assigned. • Effective internal communication, including cross-department collaboration to explain and resolve testing failures • Identify and escalate process deficiencies and delays to supervision. • Identify and support process improvement opportunities. • Support new process and technology solutions, including associated user design development and user acceptance testing, as assigned. • Supports off-hours priority work as needed, including some holidays. • Effectively navigate Salesforce and/or proprietary software. • Manage day-to-day work in Clarizen project management software. • Positively accepts and promotes change. • Assumes additional responsibilities as prescribed or directed.

Role Description The Team Lead, Quality & Performance Excellence is fully accountable for the execution and outcomes of four core contact center functions: Quality Assurance, Staff Performance Governance, Release Readiness, and Capability Development. This role owns the delivery of accurate, actionable performance insights and ensures those insights result in specific coaching actions, enforced performance standards, and measurable improvement across the contact center. In addition, this position serves as the single point of accountability for quality visibility, performance enforcement, and readiness execution, partnering with leadership and cross-functional teams to ensure the contact center is prepared, compliant, and consistently performing to standard. This role is also accountable for ensuring performance strategies, quality frameworks, and operational improvements are aligned to both business outcomes and overall member and employee experience, driving sustainable adoption, usability, and long-term performance improvement. - Quality Assurance (Primary Accountability) - Directly manage Quality Analysts and hold full accountability for QA team output, productivity, and accuracy. - Own and maintain all QA frameworks, including scorecards, evaluation standards, and calibration processes, ensuring alignment to both policy adherence and overall customer experience impact. - Enforce evaluation consistency through required calibration sessions and audit controls. - Analyze QA results and produce clear, non-ambiguous insights identifying performance gaps and root causes, including member and employee experience trends. - Ensure QA findings result in defined coaching actions, assigned ownership, and tracked improvement outcomes that support sustainable behavior change. - Identify systemic issues through QA, complaints, and call monitoring and drive resolution with appropriate owners. - Identify opportunities to improve quality, efficiency, and experience through QA trends, performance data, and frontline feedback. - Evaluate, select, and implement QA tools, automation, and reporting enhancements to improve effectiveness and efficiency. - Staff Performance Management (Governance & Enforcement) - Own tracking, reporting, and enforcement of key agent performance drivers. - Identify performance failures and provide specific directive guidance to Team Leads on required corrective actions aligned to business outcomes and experience impact. - Ensure performance standards are consistently enforced across all teams without exception. - Translate QA and operational data into clear performance expectations that are actionable, sustainable, and aligned to both member and employee experience. - Ensure coaching actions and performance expectations support long-term behavior change, not short-term compliance. - Escalate ongoing performance failures and ensure timely resolution through coaching or corrective action processes. - Ensure performance expectations and operational changes are not only enforced, but also effectively adopted and executed across teams. - Define success as performance improvements that are sustainable, well adopted, and positively impacting both team effectiveness and member experience. - Release Readiness (End-to-End Ownership) - Own and be accountable for contact center readiness for major releases (e.g., 1/1 and 7/1 implementations). - Govern and drive completion of all readiness inputs, including: - Benefits (GIS/PBC) - Formularies - Coverage rules and alerts - Ensure all required information is accurate, complete, validated, and accessible to frontline teams prior to go-live. - Validate that all readiness materials, tools, processes, and communications are clear, actionable, and executable for frontline teams. - Partner with Training, Operations, and Product to ensure alignment of systems, materials, and communication. - Maintain and publish readiness status, identified risks, and required actions, ensuring all gaps are resolved before launch. - Capability Development & Project Support - Own and maintain operational improvement roadmaps across People, Process, and Technology. - Evaluate the operational and employee experience impact of new processes, tools, and changes to ensure usability and successful adoption. - Lead or support requirements definition, testing, and validation for new tools and process changes. - Act as the primary business SME for contact center needs during technology and process initiatives. - Ensure all new capabilities are usable, adopted, and deliver measurable impact to quality, performance, or efficiency. - Validate outcomes post-implementation and hold owners accountable for delivering expected results. - Synthesize and communicate frontline and member experience insights to inform leadership decisions and continuous improvement. Qualifications - Bachelor’s degree or equivalent work experience. - Proven experience as call center leadership or supervisory roles. - Strong knowledge of call center metrics, QA processes, and workforce management. - Excellent communication, coaching, and conflict resolution skills. - Ability to manage performance in a fast-paced environment. - Strong analytical and problem-solving skills. - Proficiency in Microsoft Office and call center systems. - Customer service experience required. Requirements - Based on relevant market data and other factors, the anticipated hiring range for this role is $56,800 to $71,000 annually. - Final compensation rates will be determined based on various factors, including but not limited to experience, skills, knowledge, and internal equity considerations. - This role is also short-term incentive eligible. Incentive amounts will vary by individual and business goals. - We are committed to fair and equitable compensation practices. The final salary offered to the selected candidate may vary from the posted range due to individual qualifications. Benefits - Remote first work environment. - Choice of a HDHP or PPO Medical plan, we pay 100% of the premium for the HDHP for you and your eligible family members. - Dental, Vision, Short- and Long-Term Disability, and Group Life Insurance that we also pay 100% of premiums (for your family too on Dental and Vision). - Additional buy-up options for Short- and Long-Term Disability and Life Insurance. - 401(k) with an employer match up to 3.5% available after 60 days. - Community Service Day to give back and support what you love in your community. - 10 company holidays including MLK Day, Juneteenth, and the day after Thanksgiving plus a floating holiday to use as you like. - Reimbursements for high-speed internet, we’ll send you a computer and monitors to help you do your best work. - Tuition Reimbursement for accredited degree programs. - Paid New Parent Leave that can be used for adoption or birth. - Pet insurance to protect your furbabies. - A robust mental health benefit and EAP service through Spring Health to support you when you need it most.

• Responsible for leading a Manager of Account Management and a team of Strategic Account Executives • Develop and manage talent: Identify the skills and performance criteria necessary for success across a variety of roles and manage staff to meet and exceed these standards • Assist in creating career-building development plans for staff • Coach and mentor Strategic Account Executives and Manager of Account Management • Assist Vice President of Client Engagement in yearly strategic planning and execution of the plan • Strategize to develop ways to increase client satisfaction and preserve loyalty and market share • Embed AI tools into daily workflows • Establish AI-enhanced operating rhythms • Continuously evaluate emerging AI capabilities • Coach and upskill the Client Engagement team on effective, responsible use of AI tools • Conduct meetings with account teams and EBC firms to discuss BOB utilization, market updates, obstacles and dynamics • Ensure Client Engagement standards, methods, and procedures are followed • Evaluate team’s performance against KPI’s