• Define and execute AI strategy aligned with business and digital goals • Advise leadership on AI opportunities, maturity, and impact • Lead AI Centre of Excellence (CoE) and governance frameworks • Drive AI adoption across regions and business units • Own AI product roadmap (GenAI, LLMs, copilots, personalization) • Build AI decisioning capabilities, data models, and platforms • Manage AI partner ecosystem (vendors, academia, innovation partners) • Collaborate with product and tech teams for AI integration and scalability • Promote agile, user-centric product development

• Answer telephone inquiries in a pleasant, professional and efficient manner assuring exceptional customer service • Document all incoming calls and dialogue within company software • Resolve client drug benefit concerns of a medical, financial, or technological nature • Provides enrollment support for new PACE enrollees • Communicates pharmacy benefit information to network pharmacies contracted with facilities where CK PACE participants reside • Coordinate facility discharges to assure medication reconciliation is complete and delivery to home is back in place • Provides help desk support to network pharmacies • Education PACE staff regarding CK and network pharmacy processes for facility participants • Makes outgoing calls to gather/confirm information necessary to process customer requests or otherwise contribute to pharmacy operations • Coordinates and sets up couriers to ensure timely medication delivery • Attend department and company meetings and educational programs upon request • Ensures that HIPAA guidelines are followed in every communication with clients • Interest in learning new tasks for development purposes • Embody AnewHealth’s Core Values in all communications and interactions • Other duties as assigned

• Act as the primary owner for customer inquiries via phone, email, and chatbot. • Analyze and resolve routine and complex problems in a timely manner, aiming for first-call resolution. • Edit and update customer account information, interpret service needs, and manage account changes such as inventory consolidations, record classification projects, and department setups. • Resolve customer invoice and billing questions and assist customers with technology requirements and proprietary system support. • Generate key customer reports, including activity and negative growth data, to support Account Managers in strategic decision-making. • Partner with Supervisors, Managers, and internal departments to escalate technical needs and ensure all professional standards are met. • Ensure all service requests are completed promptly in accordance with established Service Level Agreements (SLAs) and organizational policies.

• Handle a large volume of calls • Conduct telephone screening on a variety of both inbound/outbound calls • Engage in positive interactions to effectively meet the needs of the customers