• Complete insurance benefit and coverage verifications via online portals and/or phone • Document benefit and coverage results in the online application • Initiate prior authorization and pre-determination submissions • Appeals support as needed • Communicate professionally with health insurance payers, external customers, and sales team via phone and email • Transcribe data from various sources into databases, ensuring data integrity and HIPAA compliance

• Own the end-to-end management of standard client escalations, transitioning ad-hoc issues into highly structured projects within Workbench and Jira. • Define clear success criteria and track SLA adherence across all involved stakeholders. Run cross-functional meetings to ensure accountability. • Identify and flag risks that lead to delayed resolutions. Maintain total transparency by distributing daily TL;DR updates to all involved parties. • Execute thorough Root Cause Analyses (RCAs) post-resolution, ensuring that documentation leads to actionable, preventative measures.

• Manage the full renewal cycle for a defined book of accounts, triggering and executing renewal motions based on contract timelines and ensuring accurate documentation is issued to customers. • Monitor renewal health by acting on automated risk signals and reviewing product usage, support history, and payment behaviour ahead of each renewal. • Maintain structured CRM records including renewal likelihood, notes, and outstanding actions to ensure accurate forecasting and pipeline visibility. • Address commercial objections related to pricing, contract structure, or scope, managing flat renewals and downsell scenarios where appropriate. • Partner with Customer Success and Support teams to resolve root causes of renewal risk and coordinate cross-functionally on commercial escalations. • Contribute to the continuous improvement of renewal playbooks and automation to increase efficiency and renewal predictability across the book.

• Help define the vision for our Search and Cache products and create a roadmap in line with business goals. • Ensure that vision and product roadmaps are tightly aligned with company strategy. • Work very closely with our Cache and Search Product Owners and oversee the execution of our vision and roadmaps for these products. • Understand the architecture of our Search and Cache products and how it interacts with other products and parts of the business. • Co-lead R&D initiatives, including A/B testing, to enhance the product and work closely with our ML and Data Science teams. • Be responsible for key KPIs with a focus on search and cache efficiency. • Keep internal technical teams accountable for quality output and product delivery. • Work towards defining and tracking key KPIs to monitor the impact of delivered features. • Drive and lead change, promoting innovation across the organization. • Forge strong business relationships with key internal and external stakeholders to understand and anticipate client and user needs. • Anticipate organizational and architectural needs using product and market knowledge. • Complete regular market analysis, always having an eye on the competitive landscape. • Create a shared brain across larger teams to empower independent decision-making. • Collect and analyze information, solve complex problems rationally, and make decisions on time for enhanced productivity. • Interview, onboard, and manage direct reports. • Provide guidance and be an example to others in the organization.