• Facilitates communications among patient/family, multidisciplinary team, medical management team, community resources and other disciplines • Understands and interprets multiple contracts and contractual obligations • Collaborates with the patient/family and inter-professional team • Uses evidenced-based approaches to increase patient and family activation and engagement • Assists in the development, procurement, and adoption of patient self-management educational resources • Reports abnormal findings to the responsible provider/care team

• Ongoing performance management of all direct reports • Conduct and document disciplinary action as needed, up to and including terminations • Conduct monthly 1:1’s with field team members • Ensure timecards are updated and approved • Approve expenses • Coordinate and participate in training and onboarding of new field team members • Conduct ongoing training for existing field team members • Interview and participate in hiring process for new field team members • Remain accessible to field team members throughout the day • Perform other duties as necessary

• Be responsible for the daily operations of the assigned territory of mortgage office staff and maintaining an efficient workflow for the branch's loan pipeline. • Provide compliance training and manage your team's industry knowledge and will help you to identify talented personnel during the interview process. • Understand assigned territory branch needs and develop plans to address them. • Resolve branch complaints. • Participate in one-on-one meetings with branch managers or branch operations managers to improve workflow and resolve issues. • Monitor and follow up with branch employees to maintain the proper workflow. • Ensure assigned branches comply with all corporate and regulatory policies and procedures. • Develop, review, and recommend overall operational systems and procedures for the mortgage lending function. • Develop new methods and procedures to increase operations efficiency. • Manage projects for deployment of new systems and procedures. • Maintain broad knowledge and thorough understanding of applicable federal, state and agency regulations and guidelines. • Develop and maintain effective organization through the selection, training, compensation, motivation, and review of branch employees. • Guide and direct employees to assist their professional development. • Monitor daily, weekly, and monthly production and compliance reports.

• Designs, builds and maintains operational processes, policies and procedures to support Claims processing. • Partners with IT and other leaders to develop business requirements to support core administration system deployment. • Recruits, trains and develops a highly engaged team of claims processors. • Claims inventory management and load balancing to meet contractual and organizational objectives. • Anticipates future demands of initiatives related to people, process and technology and works with leadership to design and implement solutions to these needs. • Collaborates with IT, Enrollment, Medical Management, Member & Provider Services and Finance to identify and implement processes to drive continuous improvement. • Continually assesses activities and processes to ensure efficiency and added value.