• Connect as the first point of contact for tier 1 calls • Assist callers with the Marketplace health insurance platform • Provide Enrollment Center call support for Brokers and Assisters • Deliver excellent customer service with empathy • Maintain high customer satisfaction standards • Document and maintain systematic records of calls and customer interactions • Achieve Customer Operations expectations for call quality and metrics

**Core Accountabilities** Delegated directly from the CEO’s portfolios, you are accountable for: - Operational Execution Fidelity: Guaranteeing reliable, timely execution of strategic agreements across all teams. - Organizational Accountability: Holding the team strictly to our "Managing to Agreements" culture. - Performance Oversight: Identifying and escalating performance risks and compliance gaps proactively, working with managers to resolve. - Process Excellence: Ensuring 100% adherence to SOPs, Asana management, and KPI reporting. - Labor Efficiency: Driving operational efficiency to improve productivity. ** Key Responsibilities:**These are the specific jobs to be done to achieve the accountabilities, requiring a high degree of proactive monitoring and follow-through. **Operational Excellence and System Enforcement:** - Holding Leadership Team Accountable: Maintain a central, real-time dashboard tracking the progress and status of all key agreements made by the Executive Team (CFO, CPO, etc.), flagging any "Off Track" status immediately to the CEO. - Operational Excellence and Day-to-Day Management: Take ownership of all organizational follow-ups, monitoring, and "chasing" activities across departments to ensure the consistent, on-time delivery of strategic projects and cross-functional agreements. - Ensures SOP Compliance: Conduct continuous audits of operational activities—especially status updates, KPI updates, and project reporting—to ensure full compliance with our SOP standards. - Operational Rhythms: Ensure the successful execution and attendance of all mandated company and executive meeting cadences—guaranteeing timely note-taking, transcript storage, and action item follow-through. **Performance Management & Team Hygiene:** - Overall Holder of Performance Management: Act as the overall holder of performance management compliance across the business, supporting managers in following structured performance protocols - "Following Smoke": Proactively identify early warnings of performance issues—such as missed check-ins, delayed updates, low capacity levels, or repeated AFIs—and collaborate with line managers to deploy Active Management Protocol before formal action (PIP) is required. - Checking Timesheets: Oversee the company-wide system for time tracking and attendance (checking timesheets, monitoring leave/overtime requests) to ensure accuracy, compliance, and optimal labor efficiency, flagging deviations immediately. **Systems and Scalability:** - System Optimization: Continuously seek out and implement opportunities for process optimization and automation to enhance organizational efficiency - Documentation Integrity: Ensure all internal process documentation is kept current and centralized, providing a single source of trusted truth for scalable operations.

• Manages, directs and provides leadership and strategic oversight of the Trinity Health Medical Group’s (THMG) Regional Professional Coding team • Works with providers and ambulatory practice leaders to develop accurate, effective, efficient, and compliant charge capture and coding processes that ensure revenue is recorded for all services provided • Ensures systems and processes comply with federal, state and payer-specific coding, billing and reimbursement guidelines • Oversees coding and charge capture reconciliation with Regional Professional Coding Supervisor(s) • Responsible for Regional Professional Coding departmental budget

• Supervises and coordinates the resources and activities of an implementation team. • Creates a Project Plan that meets client needs and facilitates accurate account set-up in InfoPro data management system. • Coordinates and leads conference calls with sales staff, National Account staff and customers to create project implementation plans. • Monitors progress of multiple implementation project plans. • Provides recommendations and problem solving for escalated issues related to service, billing, and reporting. • Develops and provides training to internal and external customers regarding implementation processes. • Provides progress reports to the Implementation Management Team. • Works collaboratively with other Project Managers to coordinate conversion and implementation resources. • Coordinates and assigns work to a team of direct reports for effective transition of client’s book of business.