• Be high impact in disrupting the US healthcare system • Function outside of standard position and learn about new roles • Build processes and improve care delivery for our patients • Give and receive feedback frequently and communicate effectively

• Act as the primary liaison during testing phases between the technology team, internal stakeholders, and third-party vendors • Ensure quality assurance during the implementation of technical updates • Identify issues and ensure successful deployment of solutions that align with business needs and user expectations • Serve as the main point of contact for all testing-related communications • Prepare test plans for assigned technical updates to ensure alignment with project goals • Create test cases for all relevant scenarios to validate system functionality • Prepare User Acceptance Testing (UAT) Form summarizing testing results, issues found, and recommendations for improvements • Complete User Acceptance Testing (UAT) within Service Level Agreements (SLA) • Identify, document, and track defects, issues, and enhancement requests using JIRA • Work closely with stakeholders and cross-functional teams to gather feedback • Provide regular status updates to project managers and stakeholders regarding testing progress and outcomes • Participate in meetings with cross-functional teams to align on project goals and timelines • Assess the impact of changes and create communications for the company • Collaborate with the training department on company announcements, SOPs, and workflows • Demonstrate updates and communications on calls; present and participate in meetings as needed • Validate implemented changes in production • Work with operations departments to identify opportunities for improvement of processes • Assist with providing materials and documents for audits and reviews • Perform other duties as assigned

• Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs. • Delivers services within defined SLAs, SLOs, and security/compliance requirements. • Completes/ensures completion of daily operational documentation and transfers knowledge to next shift. • Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. • Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate. • Completes assigned customer workload, including, but not limited to, investigation of issues or monitoring events, and assigning resources appropriately. • Ensures issues are communicated to customers in a timely and effective manner. • Interfaces with customers, various managed services staff personnel, and third-party vendors to resolve issues. • Analyze data to identify trends and opportunities for service improvement. • Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented. • Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. • Enable and Lead Change, Service Recoveries, Projects and/or Co-workers. • Engage in communication that drives understanding, alignment and informed decision making.

• Create service-oriented dashboards for queries handled by the team and suggest workable solutions to bring down /reduce manual handling of these query messages. • Develop a mechanism to fast-track identification of queries originating on account of processing errors, highlight the same to Department head and work closely with operations team and client services to resolve the issue and minimize loss and customer impact. • Ensure errors/knowledge gaps resulting in queries are shared with line managers & Division Heads to curb service issues. • Ensure E2E processes are improved through automation/digitalization initiatives. • Central point of reference for all Queries, Complaints and concerns. • Critical analysis of issues associated with errors, delays and SLA breaches. Recommend effective solutions to resolve them permanently. • Support in designing solutions which can be proposed to address issues identified during Quality Check and MIS report generation. • Ensure solutions are implemented on fast-track basis. Ensure inter-group and intra-group SLAs are reviewed periodically and improved in line with automated solutions.