• Design and implement Nava’s enterprise knowledge framework from the ground up: taxonomy, metadata standards, content architecture, and tooling built for both human findability and AI readiness • Assess, maintain, and re-structure Nava’s knowledge base into a scalable base across Nava’s internal systems (Confluence, GDrive, and integrated platforms), ensuring content is structured, deduplicated, and consistently organized • Establish and own documentation standards company-wide: content templates, review cycles, ownership models, and quality criteria • Improve discoverability through information architecture and enterprise search optimization, so the right knowledge surfaces at the right moment across tools and workflows • Own the strategy for making Nava’s knowledge infrastructure AI-ready: ensure content is structured, tagged, and governed in a way that supports AI tools, intelligent search, and agentic workflows • Lead integration between Nava’s knowledge systems (Confluence, GDrive, etc) and the platforms that enable automated and AI-assisted workflows; partner with Technology and Operations to define the framework for how content is consumed by AI systems • Stay current on emerging AI and knowledge engineering capabilities; bring informed recommendations to leadership on where Nava can gain leverage as tooling evolves • Define and enforce governance standards for the full content lifecycle, from creation and review through archival and retirement, ensuring accuracy, compliance, and version control at scale • Partner with subject matter experts across functions to capture and convert tacit knowledge into structured, reusable content • Build the measurement framework for knowledge management at Nava: define KPIs for content health, usage, search success, and time saved, and track attribution back to business impact • Build proactive relationships with leaders across Delivery, People Operations, Finance, Growth, and Operations to surface knowledge gaps and align on priorities; develop training, templates, and playbooks that enable contributors across functions to create and maintain knowledge that meets Nava’s standards • Opportunity to build a team as the function scales, based on business need

• Own complex technical support operations for retention partners • Act as the primary escalation point for high-priority technical issues • Technical Investigations & Escalations • Own complex SDK, monetization, mediation, attribution, and integration investigations • Perform deep troubleshooting using logs, test builds, dashboards, and device testing • Provide clear root cause analysis and actionable recommendations • Drive escalated retention client issues from investigation to resolution • Identify blockers early and escalate proactively when needed • Retention Client Support • Communicate directly with retention partners through Intercom and Jira • Provide clear, technically accurate, client-ready updates • Maintain high responsiveness and strong ownership during escalations • Improve client confidence during ongoing investigations • AI & Support Automation • Implement AI workflows to improve support efficiency and investigation quality • Automate repetitive support operations where possible • Improve troubleshooting workflows, templates, summaries, and escalation handling • Identify operational bottlenecks and reduce manual workload • Process & Operations Improvement • Build scalable support processes and escalation standards • Improve prioritization and response workflows for high-priority issues • Create and maintain internal technical investigation documentation • Collaborate with Product, QA, and Engineering teams to improve resolution speed

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. - Interprets medical and pharmacy data and accurately enters information into 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. Note This range is based on Boston-area data, and is subject to modification based on geographic location. Company Description WellSense Health Plan is a nonprofit health insurance company serving more than 740,000 members across Massachusetts and New Hampshire through Medicare, Individual and Family, and Medicaid plans. Founded in 1997, WellSense provides high-quality health plans and services that work for our members, no matter their circumstances. WellSense is committed to the diversity and inclusion of staff and their members.

Role Description Você será a primeira referência tributária da Zippi, responsável por estruturar e conduzir a governança fiscal da empresa em um momento de crescimento e transformação regulatória. - Gestão das Obrigações Acessórias: - Assumir a gestão operacional de todas as obrigações federais, garantindo entregas precisas e dentro dos prazos regulatórios. Isso inclui SPED Fiscal, SPED Contribuições, ECF, ECD, DCTF, DCTF-Web, EFD-Reinf e DES-IF. - Reforma Tributária: - Liderar a preparação da Zippi para os impactos da Reforma Tributária nas obrigações acessórias, com foco em DeRE e Split Payment, mapeando o que muda, definindo processos e garantindo conformidade desde o início. - Estruturação e Governança Fiscal: - Mapear gaps, definir o sistema fiscal a ser utilizado, participar da sua implementação e construir rotinas e processos que escalam com o crescimento da empresa. Qualifications - Domínio de obrigações acessórias federais: SPED Fiscal, SPED Contribuições, ECF, ECD, DCTF, DCTF-Web, EFD-Reinf e DES-IF; - Conhecimento de obrigações BACEN (CADOCs, plano de contas COSIF); - Conhecimento sobre os impactos da Reforma Tributária nas obrigações acessórias, com foco em DeRE e Split Payment; - Formação em Contabilidade; - Mínimo de 6 anos de experiência na área fiscal; - Experiência em empresa regulada pelo BACEN. Benefits - Remuneração na faixa alta de mercado; - Learning Budget anual; - Plano de Saúde 100% pago pela Zippi para você e para dependentes até 18 anos. Para cônjuges e companheiros(as), cobrimos 50% da mensalidade; - Auxílio-creche para crianças até 6 anos; - Vale-refeição no Caju; - Férias flexíveis; - Wellhub e Zenklub; - Trabalho 100% remoto.