• Ensures team is meeting contractual obligations • Design programs which promote high motivation among team members • Conducts performance reviews and rewards positive behavior • Coaches, counsels, and sets goals for supervisors to help develop them for career progression • Provides day-to-day instructions to team members on job responsibilities • Helps associates resolve associate work-related issues • Supports new associates in their efforts for growth and development • Participates in the hiring and termination process • Develops designs and conducts Train the Trainer program • Provides feedback up and down the organization (Positive and Constructive) • Participates in client meetings; prepares agenda and / or takes meeting notes • Ensures open communication with program support • Translates and oversees organizational strategies for assigned goals • Identifies client issues; receives and triages client requests • Proactively identifies program issues and proposes ways in which to address their concerns • Maintains positive rapport with client • Understands the billing process and contractual obligations • Participates in budget planning • Accountable for program quality and compliance with standard operating procedures • Designs project task plan and standard operating procedures • Analyzes reports for trends and gives recommendations • Analyzes progress of tactical issues • Reports all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP) • Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled • Performs other related duties as assigned

• Deliver contract solutions in support of organizational objectives through partnership with internal and external stakeholders • Oversee the development, execution, and continuous improvement of contract management solutions, managing multi-functional interests and requirements. • Act as primary business liaison with a variety of internal departments to ensure appropriate and accurate tracking of contract elements, compliance and intent. • Track Key Performance Indicators and provide status and requested support to management team • Partner cross functionally with other subject matter experts and areas to align processes

• Provides day-to-day leadership and supervision to team members • Assists in coaching team to be able to identify inquiries that are beyond the scope of authority and take appropriate actions • Inspires team to focus on adherence to TruStage policies and processes, as well as federal and state laws and regulations • Fosters a positive work environment • Develops and maintains productive working relationships with team members-some of which may be field based • Sets goals and standards of performance for the team which is linked to business goals; uses appropriate measurement methods to monitor progress; takes suitable accountability for successful completion of assignments or tasks • Provides ongoing dialogue to team members about their performance • Coaches and helps establish individual development and career plans • Coordinates with Learning Consultant on career development opportunities • Completes Quality Assurance reviews for team members • Ensures staff compliance with company processes, federal and/or state regulations as required • Monitors and evaluates Quality Assurance and metrics reports for each team member and identifies required actions necessary to achieve service level and quality targets • Analyzes periodic performance indicators and communicates regularly to team members • Prepares employee performance appraisals and merit recommendations • Investigates and resolves issues as required - whether customer issues, team issues or departmental issues • Identifies, designs and makes recommendations for process changes to improve customer experience • Maintains an awareness of TruStage and Collateral Protection Insurance • Participates in specials projects as assigned by manager • Informs team of changes, potential changes and other pertinent information affecting the department • Plans, coordinates and conducts meetings to discuss operational procedures and provide ongoing training to the team as needed • Supports the on-site dissemination of TruStage corporate-wide and Center-specific communications (i.e., bulletin boards, video monitors, peer recognition, etc.) • Notifies leadership of any issues that require exceptions to the normal process procedures • Provides assistance to other departments (Claims, Product Administration, Product, and Sales) as needed • Coordinates with other departments (Claims, Product Administration, Product and Sales) to ensure that performance targets are met • Promotes and maintains a positive, professional image of TruStage

• Analyze low- and mid-level workers compensation claims to determine benefits due. • Ensure ongoing adjudication of claims within company standards and industry best practices. • Adjust medical-only claims and low- to mid-level lost-time workers compensation claims under close supervision. • Support other claims staff with larger or more complex claims as necessary. • Process workers compensation claims reviewing compensability, benefits due, and files necessary documentation with state agency. • Communicate claim action/processing with appropriate parties including, but not limited to: claimant, client, state agency, managed care organization and appropriate medical contact. • Ensure claims files are properly documented and claims coding is correct. • Maintain professional client relationships. • Coordinate actuarial/settlement issues impacting employers with rate and settlement departments.