• Provide customer support regarding health care benefits and eligibility questions • Conduct research and do outbound calls to provide answers for customers • Assist members with understanding their online health account

• Answer incoming communications from customers • Conduct research to provide answers for customers to resolve their issues

• Lead call center operations for complex clients and major projects • Serve as primary contact for client events and strategic initiatives • Drive change and performance within Customer Care • Partner with CC Team Manager to ensure operational excellence • Manage large and complex client portfolios • Ensure delivery aligned with revenue, size, and domain goals • Serve as primary escalation point for complex client issues • Maintain accountability for both client and internal perceptions of service delivery • Shape team culture, fostering engagement and operational excellence • Support decision making across Colleague, Client, and Finance pillars • Act as a subject matter expert within Customer Care and adjacent domains • Identify and lead continuous improvement initiatives and best practice adoption • Represent client and customer requirements in strategic projects, panels, and cross-functional initiatives • Lead planning and coordination for special client events • Build partnerships with colleagues, stakeholders, and clients • Apply financial acumen to support organizational success • Manage stakeholder perceptions and ensure alignment across teams

• Manage and coordinate complex calendars • Provide direct executive assistant support to ownership, including ownership coaching practice coordination and administrative needs • Deliver real-time operational support during Coach Community Gatherings, including uploading materials, managing communications, and coordinating digital platforms (e.g., Mighty Networks, WhatsApp) • Maintain and update BGOS collateral and training materials with a high level of accuracy and organization • Ensure all meeting materials, agendas, and resources are prepared and accessible in advance of BGOS sessions and Coach Community gatherings • Support internal communication flow across BGOS team members to ensure alignment and execution • Assist in organizing and maintaining BGOS systems, documentation, and digital assets • Identify opportunities to improve efficiency in administrative workflows and implement solutions • Utilize artificial intelligence (AI) tools to enhance, optimize, and streamline collateral and administrative processes where applicable