• Work across teams to align claims processes, ensure clean claim performance, and drive operational efficiency with a mindset rooted in accountability, problem-solving, and excellence. • Lead end-to-end billing and coding operations across fee-for-service, capitation, and hybrid payment models. • Monitor daily claims workflows, denials, and claim edits to ensure clean, compliant submissions across all states and payers. • Ensure provider documentation aligns with encounter-level billing requirements, especially for virtual and episodic care models. • Serve as point of escalation for high-impact payer denials, coding discrepancies, and claim rejections requiring cross-department coordination. • Track core RCM KPIs (e.g., clean claim rate, AR days, denial rate, chart lag, encounter reconciliation) and surface insights to leadership. • Partner with analytics to develop dashboards that inform real-time decisions and revenue forecasting. • Identify high-impact trends and lead cross-functional initiatives to improve performance, quality, and speed. • Ensure appropriate coding and encounter reconciliation processes under capitation and full-risk agreements. • Collaborate with medical, product, and operations teams to align payment integrity with clinical outcomes and contract goals. • Directly manage billing and coding staff; establish shift structures, review cycles, and career development plans. • Promote accountability through performance metrics, SOP adherence, and real-time coaching.

• Responsible for overall governance and performance of multiple operations within Media & Entertainments division • Ensures all operational goals are met consistently • Implements and measures continuous improvement efforts • Sets department goals and direction to support the achievement of the organization's goals • Ensures customer satisfaction is measured and goals are met • Oversees and assists team members in balancing priorities and managing their workload • Works with performance and budget data to maximum the effectiveness and efficiency of the team • Manages all aspects of the operation budget including forecasting and budget planning

• Supervise and support agents in managing crew movements, rotations, and disruptions in a complex, 24/7 service environment • Seek opportunities to review operational processes and the commercial relationship with management team and provide suggestions for improvement • Have a strong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer • Develop learning program for closing own short- and long-term competency gaps • Assist the consultants in appropriately responding and resolving customers inquiries • Monitor, sort and work on contact and reservation queues to maintain quality control

• IAM service ownership and operational excellence: Own day-to-day IAM operations across identity lifecycle (joiner-mover-leaver), access requests, SSO, MFA, federation, directory integrations, and access fulfillment workflows. • Run ITSM-aligned operations: incident, problem, change, request, and knowledge management with clear escalation paths and on-call readiness. • Establish and report SLAs/SLOs and operational KPIs, including availability, MTTR, ticket throughput, backlog health, and quality metrics (mis-provisioning, rework, escalations). • Own operational communications: status updates, planned maintenance notices, user-impact messaging, and post-incident reviews with measurable corrective actions. • Oversee operational stability and administration for IAM platforms and dependencies (examples: SSO/MFA platforms, directories, IGA administration, ITSM workflows, HR source-of-truth, APIs/connectors). • Partner with architecture and engineering teams to improve reliability, resilience, and deployment outcomes (release readiness, change controls, rollback strategies). • Lead audit and compliance execution for access controls: evidence collection, recertification operational execution, control testing support, remediation tracking, and sustained audit readiness. • Lead performance of Systems Integrators and managed service providers supporting IAM operations and delivery (L2/L3, integrations, platform administration, upgrades, migrations). • Define scopes, deliverables, RACI, runbooks, and acceptance criteria for SI-delivered work and operational run support. • Establish an automation-first operating model targeting removal of repetitive manual tasks and reduction of ticket volume across IAM workflows.