• Telephonically address client concerns by conducting clinical intakes and referring clients to the appropriate resources, such as to a therapist or counselor • Ensure adherence to departmental protocols, best practices, and customer requirements to maintain compliance and high-quality service delivery • Using critical thinking and problem-solving skills, quickly resolve issues and identify resources to ensure a positive client experience and complete satisfaction • Educate client about resources, eligibility, and services with a positive and professional approach • Maintain complete and accurate documentation of cases within our proprietary database • Maintain awareness of emerging behavioral health trends and best practices to enhance service delivery • Collaborate with internal teams to ensure continuity of care and alignment with client-specific service expectations • Other duties as assigned.

• Support portfolio planning, gap analysis, and execution tracking across multiple initiatives • Assist with process design, operating model development, and governance improvements • Align priorities, timelines, and dependencies across teams • Develop and refine planning artifacts, dashboards, and reporting structures • Assist in developing Power BI dashboards and data models for leadership visibility • Prepare executive-ready presentations, status updates, and summary materials • Coordinate across client and consulting teams to track deliverables and reporting cadences • Support leadership with analysis, insights, and recommendations

• Support schedule management and integration initiatives across multiple systems and functional teams • Contribute to the standardization and refinement of schedule templates, planning structures, and reporting frameworks • Partner with task planning teams to improve planning, tracking, and execution visibility • Define business, data, and reporting requirements and oversee technical execution by IT and analytics teams • Support development and enhancement of dashboards, metrics, and performance reporting to enable informed decision-making • Analyze schedule, planning, and performance data to identify trends, risks, and improvement opportunities • Translate complex data and analysis into actionable insights for project, program, and portfolio stakeholders • Lead cross-functional initiatives from concept through execution, ensuring alignment across business and technical teams • Identify, prioritize, and execute process improvement and data optimization opportunities to improve efficiency and data quality

• Utilizes clinical experience and skills in a collaborative process to assess, plan, implement, coordinate, monitor and evaluate options to facilitate appropriate healthcare services/benefits for members • Gathers clinical information and applies the appropriate clinical criteria/guideline, policy, procedure and clinical judgment to render coverage determination/recommendation along the continuum of care • Communicates with providers and other parties to facilitate care/treatment • Identifies members for referral opportunities to integrate with other products, services and/or programs • Identifies opportunities to promote quality effectiveness of Healthcare Services and benefit utilization • Consults and lends expertise to other internal and external constituents in the coordination and administration of the utilization/benefit management function.