• Monitor real-time operations, queues, staffing conditions, and workforce performance to support SLA attainment and operational stability • Analyze intraday performance trends, staffing gaps, schedule adherence, shrinkage, occupancy, and service level impacts using workforce management tools and reporting platforms • Recommend and execute real-time adjustments to staffing, schedules, skilling, and call routing to optimize coverage, productivity, and customer experience • Coordinate with Workforce Schedulers, Planners, Operations leaders, and Service Delivery teams to address intraday staffing needs and operational risks • Manage planned time off allocations and intraday schedule modifications to maintain balanced staffing coverage across supported programs • Identify operational risks, performance variances, and service level impacts and escalate concerns appropriately to leadership and stakeholders • Provide workforce insights, operational reporting, and performance observations using available WFM platforms and productivity monitoring tools • Support near-term schedule optimization activities to align staffing coverage with forecasted demand and business requirements • Maintain accurate workforce records, reporting outputs, and operational documentation related to real-time management activities • Support continuous process improvement initiatives related to workforce efficiency, reporting accuracy, scheduling effectiveness, and operational performance • Collaborate with cross-functional teams to resolve operational issues impacting workforce performance and customer experience • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Perform other duties as assigned

Role Description The Associate Service Desk Analyst role will provide 1st level service support and resolution to existing and new Managed Services customers with their issues in relation to their Managed Service provided by Adaptavist. The role will provide 1st line support and incident management to either resolve customer issues directly, or escalate the issue accordingly. Responsibilities will follow ticket lifecycle management from triage to debugging through to smoke testing and resolution in line with the agreed Service Level Agreements (SLA). This role will play a critical part in providing excellent service to our customers, ensuring that we resolve their issues quickly to ensure they remain customers with Adaptavist for the long term. What you'll be doing - Providing excellent customer service through responding to customer issues in a professional manner and keeping them informed of progress - Owning assigned issues/incidents through the ticket lifecycle management covering: - Creating issue ticket and initial triage to identify problem issue/area - Applying problem solving analysis and techniques to resolve issues where appropriate - Assigning the issue to an appropriate Systems Engineer based on problem issue, skill set and resources available - Acting as main coordination point with team working on incident to bring the issue to a successful resolution - Providing clear communication and updates to the customer and key stakeholders within the team (systems engineers, Service Delivery Managers) - Escalating to senior team members or external vendors when an incident becomes blocked to help resolve the issue - Creating, maintaining and curating of incident documentation to benefit both the customer and the team for retros and continuous team learning - Supporting with Root Cause Analysis (RCA) collation and documentation - Supporting with smoke testing to check functionality of a solution prior to its release to customer production systems Qualifications - German & English proficient - Proficiency in Jira and Service Now - Excellent organisational, prioritisation and interpersonal skills - An ability to think innovatively and creatively to solve problems - Using problem-solving tools and techniques to help identify and resolve issues - Self Awareness - knowing what problems you can solve and when you need to escalate - Confidence in collaborating with systems engineers to bring the issue to a successful resolution - Forensic attention to detail - Willingness to learn - Experience within a fast-paced, fast-growth Tech start-up environment Benefits - Very generous holiday (PTO) allowance - Flexible working hours - MacBooks provided to all employees - Support for fully remote workers to set up their home offices - Exceptional Time Away Policy including: - 26 weeks of fully paid leave for birthing parents - 13 weeks for non-birthing parents - Extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs - Remote-first way of working

• Be a Salesforce CPQ SME, with strong understanding of SKU/quote configuration, SKU migration mapping, quote structuring, and relevant corporate/financial/sales policies. • Build and maintain operational relationships across your coverage area; partner with leadership to drive global best practices across the team. • Ensure policy-compliant quoting, including reviewing and granting SKU use-case exceptions only in line with business policy. • Resolve quoting issues end-to-end: troubleshoot operational quoting problems, understand contract/subscription data impacts, and escalate for support when needed. • UAT new quote processes/system enhancements

Role Description This position is National Remote. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges. The Benefit Operations Management (BOM) team is responsible for error-free point of sale pharmacy script adjudication. A Benefit Analyst will play a critical role by partnering with clients and Optum Rx stakeholders to assess, define, and perform pharmacy benefit implementations and ongoing maintenance within the RxCLAIM™ adjudication system. This work includes: - New plan builds - Updates to existing plans - Copy/change requests - Global updates It’s a fast-paced, high-volume environment that requires you to work independently while maintaining a strong focus on company policies and guidelines. Accuracy is vitally important and subject to auditing internally and externally to ensure our system is correctly configured and aligned with client-defined benefit requirements and performance guarantees. Assets needed for a Benefit Analyst include, but are not limited to: - A high degree of personal accountability - Detail-oriented - Ability to analyze and solve complex problems - Excellent conflict resolution skills - Timely strong written and verbal skills - Superior organizational skills - Innovative thinking - Ability to work on multiple projects simultaneously and prioritize accordingly This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm local time. It may be necessary, given the business need, to work occasional overtime. We offer weeks of on-the-job training. The hours of the training will be 8:00am to 5:00pm local time, Monday - Friday. Primary Responsibilities: - Analyze benefit requests and secure all necessary data to ensure appropriate implementation based on applied logic of RxCLAIM™ adjudication system - Implement and maintain benefit requirements within the RxCLAIM™ adjudication system according to the client’s intent and within required turnaround time - Utilize system tools and follow documented processes to perform job functions - Work with various cross-functional departments - Perform validation of system benefit configuration and claim testing to ensure accurate adjudication - Perform peer review as assigned - Research and respond to all claims processing inquiries and issues from various cross-functional departments within required turnaround time - Adhere to client performance guarantees, when applicable - Perform quality assurance testing for system enhancements - Assist in the development and roll out of BOM tools and processes - Support projects and business initiative requirements - Subject Matter Expert (SME) in new plan builds, updates to existing plans, copy/change requests, and global updates - Mentor and train team members - Participate in internal and external client meetings to meet demand - Prepare documentation detailing plan features to share with internal and external clients - Perform other duties as assigned You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Qualifications - High School Diploma/GED OR equivalent work experience - Must be 18 years of age OR older - 2+ years of healthcare experience - 1+ years of experience working with RxCLAIM™ adjudication system in a benefit analyst or related position, including ability to navigate the system and understand the functionality at a plan administration level - Advanced level of proficiency in claims processing and issue resolution - Experience with developing processes applicable to the department - Proficiency with Microsoft Word and Microsoft Excel - Benefit coding experience - Ability to work full time (40 hours/week) Monday - Friday, with flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 AM - 5:00 PM in local time zone Preferred Qualifications - Certified Pharmacy Technician (CPhT) - Retail pharmacy or PBM experience Telecommuting Requirements - Ability to keep all company sensitive documents secure (if applicable) - Required to have a dedicated work area established that is separated from other living areas and provides information privacy. - Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service. Soft Skills - Engage with clients by guiding and leading discussions along with supporting implementations - Experience using critical thinking skills to articulate and inform stakeholders on solutions and issues - Ability to comprehend, analyze data, and calculate results - Ability to solve problems and make educated business decisions - Proven ability to multi-task with attention to detail, remain focused and motivated in a fast-paced, collaborative, and changing environment - Excellent interpersonal, organizational, analytical and time management skills - Ability to independently manage projects and deadlines - Capability to use tools and technology to perform daily functions - Strong verbal and written communication skills - Ability to work well independently and as a team - Maintain a growth mindset Pay and Benefits Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as: - A comprehensive benefits package - Incentive and recognition programs - Equity stock purchase - 401k contribution (all benefits are subject to eligibility requirements) The salary for this role will range from $28.94 - $51.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable. Application Deadline This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.