• Act as the first point of contact for guest inquiries, property concerns, and troubleshooting requests, delivering professional and rapid resolutions. • Utilise specific scripts to guide inquiries away from third-party platforms toward direct booking channels to optimise organisational tax and platform efficiencies. • Coordinate property-related issues by assessing guest needs and providing immediate guidance or escalation according to established protocols. • Maintain accurate records within a bespoke property management system, ensuring all bookings and communications are updated in real-time. • Work closely with the UK-based team to ensure a fluid transition between daytime operations and evening/weekend support.

• Own the denovo operational playbook from pre-opening through incubation, including site readiness, staffing ramp, scheduling build-out, systems setup, and compliance. • Partner with Real Estate, Clinical, Services, People, and Finance teams to sequence and execute every workstream required to open a new center on time and on plan. • Provide on-the-ground operational support during incubation until new centers hit fill, margin, and quality milestones and transition to steady-state. • Continuously refine the denovo model based on post-launch reviews, tightening time-to-profitability and reducing execution risk for each subsequent opening. • Implement and maintain BOS processes at the center level, ensuring day-to-day operational data is accurate, actionable, and used in decision-making. • Identify and eliminate waste, duplication, and manual workarounds across centers and functional areas using operational excellence. • Cascade critical dashboards and OKRs to center leaders; translate performance data into clear, prioritized actions. • Design, deploy, and continuously improve the scheduling systems and standards that govern clinician utilization, RBT/BCBA pairing, client authorization fulfillment, and billable/non-billable ratios. • Conduct regular audits of center performance, surfacing gaps, inconsistencies, and opportunities across the network. • Prepare reports and insights for the Services Delivery team and center leaders; escalate risks and recommend corrective actions. • Act as an internal consultant on assigned projects, managing scope, timelines, and deliverables. • Uphold Bierman’s core values and model a culture of accountability, collaboration, and continuous improvement.

• Provides direct supervision to entry and/or processing staff • Provides hiring, training, evaluation, development and performance management • Monitors and directs workflow to ensure timely and accurate processing • Develops policies and procedures to improve efficiencies and support new contracts or programs • Creates and monitors reports for process control and production effectiveness • Responds to customer inquiries and tracks issues for possible process improvement • Collects and analyzes operational data to determine reasons for calls and identify efficiency improvements • Performs quality control work and provides feedback and coaching to staff

Role Description Reporting to the Manager of Pharmacy Operations, the Pharmacy Operations Specialist is primarily responsible for supporting the pharmacy utilization management programs, processing prior authorization requests, and providing pharmacy-related customer service to internal and external parties. In addition, the Operations Specialist will support the day-to-day operations of the pharmacy program as needed. Key Functions/Responsibilities - Receive, process, and review all prior authorization requests received through fax, phone, or electronic prior authorization systems in accordance with all regulatory and accreditation requirements. - Properly apply clinical policy criteria to the review of prior authorization requests. - Review and interpret member’s eligibility, claim history, and Pharmacy Program information using the PBM claims software to provide information to both internal and external clients via telephone or email. - Interpret medical and pharmacy data and accurately enter information into the system according to regulatory and NCQA accreditation requirements. - Communicate determinations to members and providers via incoming and outgoing telephone calls, fax notifications, and letter notifications. - Responsible for analysis and issue resolution as it pertains to the administration of the formulary and benefits. - Provide pharmacy-related customer service to both internal and external parties. - Process pharmacy authorizations utilizing PBM real-time online claims adjudication software. - Support new clinical program implementation. - Serve as a liaison to Member Services and other internal clients for real-time support on pharmacy benefit interpretation, Pharmacy Policy interpretation, and plan design interpretation. - Other responsibilities as needed. Qualifications - Minimum of a High School diploma or equivalent required. - Associate or Bachelor’s degree preferred. - Two or more years of experience in a professional or pharmacy setting. - Previous experience in a managed care environment preferred. - Prior customer service experience preferred. - Excellent Customer Service skills. - Prior experience assisting members and/or providers with telephone inquiries. - Strong organizational, problem-solving, communication, and interpersonal skills. - Excellent written and oral communication skills required. - Must have strong data entry and attention to detail in building cases. - Must be able to multitask and be results-oriented. Compensation Range $20.19 - $28.37. This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensure as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, WellSense offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family wellbeing. Note This range is based on Boston-area data and is subject to modification based on geographic location.