• Directly supervise, coach, and hold accountable a team of retention agents across multiple campaign types including high risk retention • Establish yourself as the first point of contact for your agents – questions, escalations, and concerns route through you, not around you • Deliver structured coaching sessions and regular performance conversations with documentation • Build a team culture where agents are clear on expectations, processes, and standards at all times • Leverage AI-assisted tools for call monitoring, performance trending, and coaching prep to increase the quality and frequency of meaningful agent interactions • Monitor daily activity across calls, queues, and campaign performance, and take action when things drift • Handle escalated patient and agent issues efficiently without needing to escalate upward for routine problems • Ensure strict adherence to QA standards, PI verification requirements, and Nsight policies on every call type – not just the ones being actively graded • Partner with QA, WFM, and Contact Center leadership to stay ahead of process changes and communicate them clearly to your team • Use AI conversation intelligence platforms to identify coaching opportunities, track script adherence trends, and flag compliance risks before they become infractions • Own your team's KPIs: retention rates, call handling time, ACW, occupancy, and QA scores • Identify performance gaps early and execute corrective action with or without being prompted • Track trends and bring data to leadership conversations rather than waiting to be asked • Use AI-generated insights and reporting to supplement your own observations and build a fuller picture of team performance • Keep leadership informed proactively – not reactively • Ensure your team understands policy changes before they go into effect, not after • Maintain documentation on coaching, performance conversations, and any corrective actions taken • Apply AI tools to streamline documentation, summarize call reviews, and support consistent record-keeping across your team

• Using a computerized system, responds to Virginia Medicaid member and provider inquiries in a call center environment using standard scripts and procedures. • Gathers information, assesses caller needs, research and resolves inquiries and documents calls. • Provides clear and concise information regarding eligibility, claim status and provider enrollment status. • Follows documented policies and procedures including call handling and escalations. • Overall acts as an advocate for both Medicaid recipients and providers to ensure their needs are met.

• Provide operational and disciplinary leadership for a team in line with qualitative and quantitative project objectives • Conduct regular employee meetings to discuss technical, organizational and performance-related matters • Plan and facilitate team meetings • Monitor performance, ensure quality and coach team members • Actively contribute to and optimize project processes • Ensure and drive improvements in productivity and profitability

• Handling incoming customer inquiries about travel offers • Competent consultation of customers and active selling of suitable travel products • Managing service and sales requests in inbound contacts • Taking shifts as part of the emergency hotline (including nights)