• Oversees the member experience through the lens of voice of the customer and other key experience value drivers • Leverage LEAN/Six Sigma methodologies and KPI tracking to identify issues • Collaborates closely with Member Research & Insights, Product, Sales, Network, Contact Center, internal business unit leaders • Provides strategic oversight and direction in monitoring and analyzing the comprehensive end-to-end member journey • Leverages data and initiating high-impact research to proactively identify pain points • Leads cross-functional collaboration to develop solutions that improve the member experience with the health plan • Partners with senior stakeholders to diagnose and address critical friction points • Lead cross-functional teams, including Product, Operations, and Shared Services • Serves as a key strategic partner to the Digital Product team and internal business unit leaders

• As the Broker Manager you will be responsible for the success, engagement and production of our independent agents. • You will work closely with Operations and field sales management to ensure the brokers have clear line of sight to Devoted's mission and the plan for growth. • Executing the plan created by the team for the market's brokers. • Analyzes reports and providing a plan of action for increased production. • Providing real time feedback from the field brokers. • Training for brokers both classroom and field. • Influence brokers to sell more by positioning our product and promoting our brand. • Responsible for a territory, manage contacts. • Execute on market / region sales goals and objectives (sales events, training, etc). • Meet or exceed sales objectives through broker channel. • Meet with brokers and agencies to build relationships and promote our brand. • Responsible for reporting their daily activities to ensure alignment with creating incremental sales consistent with market goals. • Adheres to and maintains current understanding of compliance requirements and organizational policies & procedures. • Coordinates effectively with local sales team.

• Oversee all day-to-day functions of the maintenance department • Leads and develops a team of up to 25, including maintenance supervisors, technicians and coordinators • Manages Maintenance Expense and Maintenance Capital Budgets • Works with supervisors and coordinators on daily issues that need immediate attention • Resolves any and all maintenance issues with vendors • Assists coordinators with day-to-day duties as needed • Provides budget updates to Director of Facilities each period • Continues to develop Preventive Maintenance programs to provide more uptime and increased profits • Performs cost tracking and budget comparisons • Negotiates all vendor pricing and contracts • Assists Facilities Director with annual budgets • Verifies and codes all maintenance invoices; approves invoices within their authority • Identify and manage special capital projects on time and within budget • Improves customer service and communication to our locations • Performs site rides as needed with Regional Directors of Operations • Completes other duties assigned by management that supports the continued success of the Region

About Us: Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals. We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success. JOB SUMMARY: Essential Functions: Note: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent’s performance objectives as outlined by the incumbent’s immediate supervisor or manager. o Manages the client service level agreement metrics including delivery expectations with turnaround timeframe o Drives monthly client meetings via phone or in person in order to ensure a proactive feedback loop across the team o Communicates regularly with all key members to meet client needs as well as corporate objectives o Maintain awareness and knowledge of client satisfaction levels o Monitor on-going progress and success of each client utilizing various matrix o Identify and participate in resolution of client problems or issues in a timely manner o Provide periodic status reports to leadership teams regarding client status o Meet with clients (at a minimum) on a monthly basis to review monthly reporting package and discuss any operational issues o Develop and present executive level reporting package on a quarterly basis o Manage a team of direct reports, including performance reviews, Team Member development and corrective action as necessary o Work with client point(s) of contact in resolution of all coding and charge capture related issues o Work in collaboration with Quality Assurance teams regarding all coding quality issues o Collaborate with team to improve existing products and services o Collaborate with team to develop new products and services o Assist direct reports with accurate application of diagnosis and procedure codes utilizing ICD-10-CM, ICD-10-PCS, CPT®, and HCPCS o Provide and/or aid direct reports with interpretation of coding guidelines for accurate code assignment o Identify and ensure that direct reports understand the importance of documentation on code assignment and the subsequent reimbursement impact o Align personal conduct with and build a team culture that aligns conduct with AHIMA's Standards of Ethical Coding and the Company’s Code of Ethics and Business Conduct o Comply with and promote and support direct report’s compliance with all internal policies and procedures o Actively participate in Company provided training and education and ensure that direct reports complete mandatory training and education by established deadlines and are able to properly implement and/or practice the principles taught via the Company’s training and education program o Ensure individual and direct report compliance with all privacy and security rules and regulations and commit to the protection of all Company confidential information, including but not limited to, Personal Health Information o Thoughtfully evaluate risk, participate in the development of risk mitigation activities and engage in correcting deficiencies o Perform any other duties as assigned by leadership Knowledge, Skills & Abilities o Bachelor’s degree or the equivalent experience preferred o National coding certification through AAPC or AHIMA o RHIA or RHIT certification (preferred) o Ongoing CEUs to maintain credentials and stay current with coding standards o Minimum 5 years of experience in medical coding (inpatient, outpatient, or professional services) o A minimum of 2 years of previous leadership experience in a healthcare setting o Strong verbal and written communication skills o Ability to prioritize workload, to meet deadlines and to maintain a high level of quality and accuracy o Initiative, resourcefulness, and attention to detail o Proficient in Microsoft Office applications including PowerPoint, Word and Excel o Ability to navigate in a variety of EMR environments and review hand-written charts o Ability to manage multiple complex projects on an on-going basis is required o Ability to work with various personnel with varying skill sets in team-centered environment Additional Job Description Physical Requirements and Demands: Note: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, incumbents are subject to sitting for prolonged periods. Incumbent may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines. ESSENTIAL DUTIES AND RESPONSIBILITIES: Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member. Essential Functions: Note: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent’s performance objectives as outlined by the incumbent’s immediate supervisor or manager. - Manages the client service level agreement metrics including delivery expectations with turnaround timeframe - Drives monthly client meetings via phone or in person in order to ensure a proactive feedback loop across the team - Communicates regularly with all key members to meet client needs as well as corporate objectives - Maintain awareness and knowledge of client satisfaction levels - Monitor on-going progress and success of each client utilizing various matrix - Identify and participate in resolution of client problems or issues in a timely manner - Provide periodic status reports to leadership teams regarding client status - Meet with clients (at a minimum) on a monthly basis to review monthly reporting package and discuss any operational issues - Develop and present executive level reporting package on a quarterly basis - Manage a team of direct reports, including performance reviews, Team Member development and corrective action as necessary - Work with client point(s) of contact in resolution of all coding and charge capture related issues - Work in collaboration with Quality Assurance teams regarding all coding quality issues - Collaborate with team to improve existing products and services - Collaborate with team to develop new products and services - Assist direct reports with accurate application of diagnosis and procedure codes utilizing ICD-10-CM, ICD-10-PCS, CPT®, and HCPCS - Provide and/or aid direct reports with interpretation of coding guidelines for accurate code assignment - Identify and ensure that direct reports understand the importance of documentation on code assignment and the subsequent reimbursement impact - Align personal conduct with and build a team culture that aligns conduct with AHIMA's Standards of Ethical Coding and the Company’s Code of Ethics and Business Conduct - Comply with and promote and support direct report’s compliance with all internal policies and procedures - Actively participate in Company provided training and education and ensure that direct reports complete mandatory training and education by established deadlines and are able to properly implement and/or practice the principles taught via the Company’s training and education program - Ensure individual and direct report compliance with all privacy and security rules and regulations and commit to the protection of all Company confidential information, including but not limited to, Personal Health Information - Thoughtfully evaluate risk, participate in the development of risk mitigation activities and engage in correcting deficiencies - Perform any other duties as assigned by leadership Knowledge, Skills & Abilities - Bachelor’s degree or the equivalent experience preferred - National coding certification through AAPC or AHIMA - RHIA or RHIT certification (preferred) - Ongoing CEUs to maintain credentials and stay current with coding standards - Minimum 5 years of experience in medical coding (inpatient, outpatient, or professional services) - A minimum of 2 years of previous leadership experience in a healthcare setting - Strong verbal and written communication skills - Ability to prioritize workload, to meet deadlines and to maintain a high level of quality and accuracy - Initiative, resourcefulness, and attention to detail - Proficient in Microsoft Office applications including PowerPoint, Word and Excel - Ability to navigate in a variety of EMR environments and review hand-written charts - Ability to manage multiple complex projects on an on-going basis is required - Ability to work with various personnel with varying skill sets in team-centered environment Additional Job Description Physical Requirements and Demands: Note: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, incumbents are subject to sitting for prolonged periods. Incumbent may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines. PHYSICAL DEMANDS: Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, Team Members are subject to sitting for prolonged periods. Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs. Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines. A job description is only intended as a guideline and is only part of the Team Member’s function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.