• Monitor live volumes, staffing levels, adherence, and SLA performance across all key channels and queues (phone, back office, digital, etc) • Take proactive action when SLAs are at risk — including re-skilling, priority adjustments, escalation protocols, and stakeholder engagement • Provide timely and clear updates to operations leaders when performance risks arise • Recommend or initiate short-term moves to stabilize service. • Adjust workflow allocations to ensure the highest-priority items are addressed within target timeframes • Monitor schedule adherence and unplanned shrinkage. • Partner with team leads to ensure coverage is aligned to forecasted need • Generate and share daily performance reports, trend summaries, and insights • Assist with scheduling of on and off phone events, PTO, and identifying coverage gap identification to maintain intraday balance • Leverage WFM platforms (e.g., Verint, NICE, Genesys, or similar), Excel dashboards, and reporting tools to drive real-time decisions.

• Provide strategic, study-level feasibility leadership within the Patient and Site Engagement (PSE) team. • Lead feasibility strategy and execution at the study level, supporting trial optimization and delivery of key milestones. • Synthesize and analyze feasibility, operational, and enrollment data from multiple internal and external sources. • Evaluate the clinical trial landscape and apply advanced data mining and analytical approaches. • Communicate insights, assumptions, risks, and recommendations to support study planning, site selection, and enrollment strategy decisions. • Mentor and provide guidance to junior feasibility team members. • Contribute to continuous improvement of feasibility processes, tools, and best practices.

• Review 835 files to validate quality and appropriate outcomes of EDI transmission • Convey updates to management and business stakeholders on issues and project status • Maintain payer and vendor confidence in Labcorp and staff • Identify problems within established timeframes to determine and communicate impact • Determine and communicate solutions to roadblocks • Interact and collaborate with team members at all levels, including senior management • Mentor and/or train Billing EDI Analysts and Specialists • Ability to handle multiple projects simultaneously • Will work independently, as well as in a team environment • Build and cultivate strong working relationships over the phone and through email • Support internal department projects and functional areas • Maintain accurate and up to date documents such as logs, reports, spreadsheets • Develop process/documentation material that is easily understood by end users (SOPs) • Participate in projects, meetings, and training activities • Proactive research, troubleshoot, and follow up to ensure inquiries and problems are resolved in a timely manner • Proactively find roadblocks and propose solutions • Initiates contact with and pursues resolution from internal and external resources • Provide customer service and follow-up for both internal and external stakeholders • Extract and validate information from multiple system sources and tools

• Negotiate Clinical Trial Agreements with assigned sites to ensure alignment with Biogen’s interests. • Manage status tracking and reporting, keeping all stakeholders informed and updated. • Attend study team meetings to collaborate on study progress and contract execution. • Negotiate Master Clinical Trial Agreements as necessary to support study objectives. • Support CROs with contract negotiations and serve as an escalation point for unresolved issues. • Analyze contract trends to identify and implement process improvements.