• Analyzing client requests and performing specialty benefits coding • Performing quality assurance activities • Collaborating with benefit coders, testers, and quality assurance representatives • Using Salesforce to work cases from a queue • Executing high level of accuracy and reliability on jobs

• maintaining and growing key accounts within the B’ham, Black Country, Staffs, Shropshire, Telford & Wrekin territory • developing, implementing and supervising territory account plans based on market insights • ensure continuous and timely updates to the plan in response to changing market dynamics • outstanding account management and operational excellence applying key data sources to strategically develop a territory account plan • working closely with alliance partners to develop innovative solutions while adhering to SOP’s, regulatory, legal compliance guidelines and ABPI Code • collaborating with regional colleagues, as well as other field-based and home office personnel teams to proactively address customer needs • ensure patient access through partnering with key customer stakeholders

• Support day-to-day business operations across People Ops, GTM, Finance, and general company admin • Execute and maintain recurring workflows (contracts, approvals, signatures, documentation) • Track tasks, deadlines, and dependencies to ensure smooth follow-through • Act as a central point of coordination across teams, helping connect the dots and move work forward • Help implement and maintain simple, scalable processes for internal coordination, vendor management, and reporting • Keep operational tools, trackers, and shared resources organized and up to date • Create and maintain lightweight playbooks, checklists, and documentation for repeatable processes • Ensure contracts, customer documents, and internal files are uploaded, labeled, and stored correctly • Support recruiting and People Ops efforts, including scheduling, onboarding tasks, and compliance and benefits admin work • Assist with customer- and GTM-related admin (social media, contract routing, CRM-adjacent tasks, internal follow-ups)

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions. • Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness. • Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed. • Maintain a deep understanding of our products and services to provide knowledgeable support. • Document customer interactions and feedback to aid in continuous improvement of our services. • Work closely with other departments to resolve customer issues and contribute to the overall customer experience. • Stay informed of new product features and updates to provide accurate and current support. • Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.