• Audit calls/interactions/transactions for aligned Teammates • Coach Teammates for performance improvement (campaign specific) • Report performance for an aligned span on a daily/weekly/monthly basis • Provide inputs and basis audits for briefings and training which need identification • Partner with Team Leaders (TLs) in leading team meetings for metrics improvement • Participate in strategic projects for the campaign/LOB • Identify and escalate any potential quality issues per defined process • Isolate and report defects; verify defect fixes • Suggest process/system improvements based on common customer concerns • Accomplish other responsibilities assigned by management • Drive quality initiatives, contests and campaigns for the assigned span • Be updated on knowledge and serve as SME for the campaign/LOB

• Work within the growth team structure, ensuring high-performance delivery in an ambiguous, high-uncertainty environment; • Translate insights into clear, actionable steps and robust processes, identifying issues through an analytical approach that improves sales performance; • Build processes from scratch, optimizing the use of tools and tracking success metrics; • Work simultaneously on diverse topics and with people from different backgrounds (sales, BDR, SDR, marketing, operations); • Communicate clearly with stakeholders and leadership, demonstrating influencing skills and active listening to incorporate learnings from different areas and support strategic decisions.

• Monitor, analyze, and develop insights on STAR measure performance for HEDIS, CAHPS, HOS, Pharmacy (PQA), and Operational measures. • Perform root-cause analysis to identify drivers of performance gaps and recommend targeted interventions. • Partner with Health Care Informatics and other internal analytics team to ensure dashboards, scorecards, and routine performance reports for leadership and operational partners. • Model future projections and perform “What-if” scenarios for STAR rating forecasts. • Conduct routine process analysis for department’s operating procedures and validate compliance with regulatory requirements or develop details assessment outlining gaps/risks identified with proposed process redesigns to mitigate identified gaps and risks. • Collaborate with internal teams (Clinical Operations, Pharmacy, Member Experience, Network, Provider Relations) to design and implement quality improvement strategies. • Track performance of interventions and provide data-driven insights on progress and effectiveness. • Conduct Star competitor analysis and develop insights for all SCAN markets, potential partnerships, or growth opportunities. • Work with IT and data teams to enhance data infrastructure and ensure data quality for STAR reports, and troubleshoot data discrepancies. • Support the design and evaluation of interventions aimed at improving provider performance, member satisfaction, and clinical outcomes.

• Develop detailed offers using product knowledge, business insights, and professional judgment while adhering to contracting strategies and price matrices • Develop meticulous, error-proof offers and analysis, maintaining a high attention to detail, while still seeing the emerging patterns, trends and insights across offers. • Display a high degree of ownership for the offer and its fit with our strategic and financial objectives. Coordinate review of requests that require further approval. • Maintain appropriate documentation in accordance with SOX 404 Requirements. • Identify areas for improvement within systems, processes, and interactions. Surface and provide recommendations regularly to management to support our objective for continuous improvement. • Take an active role in developing and improving processes, training materials, and SOPs. • Support development and maintenance of tools for quoting and price letter generation. • Manage the process of price letter generation and the implementation of price changes and contract compliance requirements. Ensure that all changes are accurately recorded, and that information is updated in a timely manner. • Complete all offer elements before the due date and provide any required information to the contracting and customer service teams for agreement implementation. • Coach and mentor developing offer development analysts to enhance their abilities and improve the quality of their work. • Direct workflow across offer development analysts to manage bandwidth and ensure service levels and quality objectives are met. • Drive adherence to protocols and business rules while still respecting individual customer needs. • Serve as SME for business partners.