• Approach all work with a focus on fulfilling Businessolver's mission, vision, values, and organizational goals while fostering a positive team environment and an improved consumer experience. • Responsible for timely and accurate service delivery and retaining a client book of business of supported by cross-functional direct reports across all CX services. (Total Rewards, Custom Communications, BOR communications support and/or Activation Paths) • Ensures all content, designs and creative concepts for employee communications align to the overall brand, business goals, relationship strategy aligned to sales/renewals, etc. and goal outcomes for managed book of business. • Lead and develop integrated communication strategy for new and existing clients considering goals across multiple products. Expand recommendations to consider industry trends and insights. • Holds team accountable for achieving KPIs. • Responsible for enabling the CX team members in driving the adoption of best practices and self-service tools across book of business such as Sofia, MyChoice Benefits App, decision support tools & overall optimization best practices. • Outline, pitch, influence and implement new and innovative ideas to bring new services and creative solutions to our clients and prospective clients. • Engage with the onboarding, operations and sales partners to identify pricing considerations for renewal and upsell opportunities, handle client escalations when applicable or own process and workflow between departments. • Act as client escalation point for CX service delivery concerns to provide oversight and drive delivery of key initiatives, ensuring all items are documented and addressed. Activate sales, client services and onboarding as needed. • Leveraging project management software, monitor and complete tasks as assigned related to client projects by the assigned due date. • Help manage project risks such as resource constraints or delayed timelines and develop mitigation plans. • Participate in sales finalist meetings, engage in pricing and RFP responses, and partner with the sales team on prospect visits and scope of services presentation for clients with limited complexity. • Manage and lead a team of cross-functional team members. • Complies with all policies and standards • May perform other duties as assigned

• Reconcile ERA/EOB payments against expected reimbursement; identify and resolve underpayments, overpayments, and missing remittances • Investigate and resolve payment posting flags in the billing system • Maintain AR aging across assigned payer relationships — work buckets by age and priority • Communicate directly with payer representatives to resolve outstanding balance disputes • Coordinate with our RCM platform team on shared AR workqueues — track what the platform owns vs. what is handled internally • Perform pre-submission claim scrubbing — catch errors in demographics, eligibility, authorization, coding completeness, and payer-specific requirements before submission • Verify patient eligibility and benefits across assigned payers prior to claim submission • Validate prior authorization requirements and confirm auth numbers are captured correctly on claims • Flag recurring pre-submission error patterns to the RCM Manager with recommendations for upstream workflow fixes • Resolve claim rejections from our RCM platform and payer portals, including 277 rejection reports and real-time rejection queues • Distinguish between clearinghouse-level fixes and payer-level fixes; coordinate with the platform team accordingly • Maintain a rejection tracking log, tagging by error type, payer, and root cause • Work collaboratively with the Denial Specialists to ensure upstream rejections don't re-enter as downstream denials

• Support the Director, Revenue & Innovation in identifying, prioritizing, and sizing new opportunities to reduce total cost of care (TCOC) • Analyze population health and clinical program performance data • Support revenue growth by building and maintaining models that quantify savings opportunities across attributed patient populations and contracts, and collaborate with Finance to tie revenue forecasts to service lines and clinical programs • Lead end-to-end pilot execution for new clinical programs and initiatives, including evaluating the opportunity ROI and strategic fit, designing pilots, driving cross functional alignment, tracking performance, synthesizing results, and recommending scale or stop decisions • Build and maintain program-level SKU tracker, including ROI, savings forecasts, engagement metrics, and reach to support investment decisions and reporting • Translate clinical and operational data into clear business cases and executive-ready presentations that provide visibility into program level impact and opportunities • Maintain a tracker of active pilots and innovation initiatives • Incorporate feedback from care teams, patients, caregivers, and payer partners to refine program design and improve financial and clinical outcomes

• Conduct detailed pre-closing and post-closing quality control reviews of residential mortgage loan files • Evaluate borrower credit, income, assets, and collateral documentation with an underwriting-level understanding of risk assessment • Review complex Non-QM income scenarios, including Bank Statement programs, DSCR loans, Asset Utilization, 1099 income, and self-employed borrowers • Analyze loan documentation for accuracy, completeness, consistency, and adherence to company, investor, and regulatory guidelines • Identify discrepancies, documentation gaps, calculation errors, and compliance concerns, while determining overall materiality and loan-level risk • Provide thoughtful feedback and recommendations to Underwriting, Processing, and Operations teams to support loan quality and process improvement • Document audit findings clearly and professionally, including rationale for identified defects or required corrective actions • Partner cross-functionally with Underwriting, Sales, Account Management, Processing, and Closing teams to resolve file-level issues efficiently • Monitor loan quality trends and recurring defects, escalating concerns and recommending process enhancements where appropriate • Support internal and external audit initiatives, including regulatory reviews and third-party due diligence requests • Maintain detailed and accurate QC reporting and audit records • Stay current on Non-QM guideline updates, investor overlays, and federal and state regulatory requirements • Contribute to a collaborative team environment focused on accountability, operational excellence, and continuous improvement