• Responsible for following policies and procedures set within the pharmacy department to ensure that Members obtain appropriate medications in a timely, cost-effective, and efficient manner. • Requires use of and proficiency in multiple computer programs. • Handle calls from Members, pharmacies, and providers concerning pharmacy issues such as coverage, prior authorization, step therapy, networks, and overrides, and denial rationale. • Review incoming prior authorization request and contact provider's office, pharmacies, prior authorization department, or Member to clarify the intent of the prior authorization and identify any potential missing information. • Enter prior authorizations and formulary exception requests into referral form. • Review Plan policy to determine which requests need to be sent on the clinical pharmacist team for review. • Complete initial and benefit denial letters. • Serve as a liaison with the pharmacy benefit manager (PBM) in regards to pharmaceutical questions or issues that arise. • Serve as a resource for other departments within the health plan. • Meet and maintain all benchmark stats (prior authorizations, medical claims reviews, phone, approval, denial letters and CRM volume) while holding this position.

• Reset passwords and multi-factor authentication for Office 365, Google Workspace, and Windows OS via AAD and AD. • Provide technical support for commonly used applications such as Outlook, Slack, Zoom, and QuickBooks. • Administration for Office 365/Google Workspace to handle requests for delegate access, shared mailboxes, aliases, and distribution lists. • File system syncing issues with OneDrive, Dropbox, and Google Drive. • Network connectivity issues such as Wi-Fi connection, slow internet speeds, network outages/no internet. • Email related issues with sending, receiving, spam, and archiving. • Hardware related issues like no audio, Bluetooth devices not connecting, computer won't boot, display connection issues. • Printer and Scanning issues like jams, not available on the network, driver issues, incorrect scanning and printing, etc. • Account and email suspicious activity. • Properly documenting your work in support requests and thoroughly explaining solutions provided with any system configurations to ensure consistent service quality. • Participate in knowledge-sharing activities and stay updated with the latest in industry trends, technologies, and best practices to enhance the service desk’s capabilities.

• Manage, mentor, and deliver architectural expertise to this enterprise-grade organization • Take ownership of a core business domain encompassing a set of products, services, and business capabilities • Provide guidance to product and project teams on holistic architecture solutions to drive the tech design, development, and delivery • Analyze market trends and emerging technology to find and manage risk and opportunities to guide investment decisions • Develop and maintain architecture standards, patterns, and principles

• Log, track, update, and resolve help desk tickets while maintaining detailed resolution notes. • Ensure accountability, transparency, and consistent service delivery. • Provide Tier 1 support including basic troubleshooting and IT assistance. • Assist with account setup, password resets, permissions, and access changes across systems and tools. • Support secure and efficient user access management. • Assist with routine system checks, updates, backups, and basic maintenance tasks. • Help prevent issues before they impact operations and users. • Maintain accurate documentation of tickets, system procedures, and recurring issues. • Contribute to internal knowledge bases and self-service resources for end users. • Provide clear, professional, and supportive assistance to users.