• Oversee clinical operations for the location, including patient care delivery, staff management, documentation quality, and regulatory compliance. • Review referrals, determine admission appropriateness, assign clinicians, and ensure Plans of Care meet patient needs and agency standards. • Guide, support, and educate clinicians; help goal‑set, care planning, and clinical decision‑making. • Ensure clinical documentation, audits, and billing meet Medicare, payer, and company standards. • Participate in hiring, training, performance evaluation, coaching, and corrective action for clinical staff. • Conduct ongoing staff education based on documentation review, utilization review findings, and performance improvement data. • Coordinate communication among physicians, team members, and caregivers to support care coordination, discharge planning, and outcome achievement. • Participate in quality improvement, data tracking, budgeting activities, marketing initiatives, and community relationship development. • Provide direct patient care on a limited basis in exceptional or unplanned circumstances.

• Responsible for the operational delivery of the plan’s case management and coordination programs and processes. • Provides case management services for CHPW members with short term, long term, stable, unstable, and predictable course of illness, and/or highly complex medical/behavioral and social conditions. • The goal is to improve members' quality of life and ensure cost-effective outcomes by using internal and community-based resources. • The Case Manager level will be determined by the hiring manager based on education, previous experience, and demonstrated leadership skills. • Advocates on behalf of members and facilitates coordination of resources required to help members reach optimum functional levels and autonomy within the constraints of their disease conditions. • Works within a multi-functional team to connect with providers, members, caregivers, contracted vendors, community resources, and health plan partners to assess the member's health status, identify care needs and ensure access to appropriate services to achieve positive health outcomes. • Assesses, evaluates, plans, implements, and documents care of members within the organization’s clinical database system, in accordance with organizational policies and procedures. • Responsible for the assessment of members, including identifying and coordinating access to the appropriate level of care and treatment. • Uses the assessment information to assign the appropriate risk and complexity level, and create and document a care plan in coordination with the member, family and health team input. • Initiates a plan of care based on member-specific needs, assessment data and the medical/behavioral plan of care. • Goals for members are measurable and developed in conjunction with the patient/family to improve quality of life. • Plans care in collaboration with members of the multidisciplinary team, and considers the physical, behavioral, cultural, psychosocial, spiritual, age specific and educational needs of the member in the plan of care. • Reviews and revises the plan of care with the interdisciplinary care team to reflect changing member needs based on evaluation of the members’ status, and/or as a result of reassessment. • Implements the plan of care through direct member care, coordination, and delegation of the activities of the health care team. • Promotes continuity of care by accurately and completely communicating to health care team the status of members for whom care is provided. • Engages community resources where applicable. • Conducts interdisciplinary care team meetings with the member/family to assess care plan and recommend adjustments as indicated. • Continuously evaluate members’ progress towards goals, identify potential barriers to attaining goals and expected outcomes in collaboration with other health care team members. • Documents all case activity using the CHPW care management system and follows documentation standards and protocols. • Collaborates with the Transition of Care (TOC) team if a member is hospitalized. • Serves as a liaison at various local and statewide meetings and/or workgroups and provides clinical support to providers’ network to enhance integrated care coordination. • Assesses barriers to care and assist members and health care team to address concerns. • Implements developed workflow activities and activities for designated programs. • Conduct member case management in the field at Provider(s) office, member’s home, inpatient medical or psychiatric hospitals, skilled nursing facilities, adult family homes, or in a community setting. • Attend member appointments or care conferences in-person in collaboration with the members care team when indicated. • This position may require traveling on behalf of the Company and working in the field. • Employees are expected to report to work as scheduled, participate in all assigned meetings, and meet established performance and accountability standards. • Other duties as assigned.

• Lead, mentor, and develop a team of Field Services Engineers and Supervisors, ensuring optimal performance and skill development across the team • Provide regular coaching, performance reviews, and career development support for team members • Oversee daily field service operations, ensuring that field engineers are meeting targets for service requests, installations, maintenance, and repairs • Develop succession planning and training programs for the team to ensure continuity and growth • Develop and implement operational strategies for the field services team to improve efficiency, reduce downtime, and enhance the customer experience • Manage the resource allocation process, ensuring that projects and field service calls are appropriately staffed with the right technical expertise • Ensure that service operations align with corporate goals and KPIs, implementing corrective actions when necessary • Review and adjust operational procedures and workflows to optimize service delivery times, costs, and quality of service • Act as a senior point of contact for customer escalations and resolve complex or critical issues in the field • Work closely with the customer support and sales teams to ensure customer expectations are met or exceeded for all installations, repairs, and service engagements • Regularly communicate with clients to ensure satisfaction with service quality, troubleshoot complex customer problems, and build long-term customer relationships • Implement proactive solutions to address recurring service issues and improve overall customer satisfaction • Ensure that all field service work is carried out in compliance with company policies, safety standards, and regulatory requirements • Conduct audits, inspections, and performance reviews to ensure adherence to established best practices, quality standards, and technical protocols • Analyze service data to identify areas for improvement in service delivery and implement changes to improve safety, quality, and efficiency • Provide expert-level technical support and troubleshooting guidance to field engineers dealing with complex installations, maintenance, and repair issues • Serve as a subject matter expert on the company’s products, systems, and solutions, and actively contribute to product improvement initiatives • Work with R&D and engineering teams to escalate critical product issues, providing valuable feedback from the field • Oversee the budget for field service operations, ensuring that expenditures remain within the allocated budget and cost-effective service delivery is maintained • Monitor and control service-related costs (e.g., travel, materials, equipment) to ensure efficient use of resources • Manage inventory of field tools, parts, and equipment to ensure availability and minimize downtime due to shortages or delays • Establish key performance indicators (KPIs) and metrics for the team, and ensure continuous monitoring of service efficiency, response times, and customer satisfaction • Develop and maintain dashboards, reports, and metrics for tracking team performance, identifying trends, and reporting progress to upper management • Analyze performance data to identify potential inefficiencies, service bottlenecks, or areas for improvement • Provide regular updates to senior management on field service performance, challenges, and strategies for improvement • Continuously assess and improve service processes to enhance efficiency, reduce costs, and increase service uptime • Implement best practices and new technologies to optimize service operations, including field management software, remote monitoring tools, and IoT-enabled service solutions • Lead or contribute to cross-functional process improvement initiatives and foster a culture of continuous improvement within the field services team

• Proactively engage with Sales, Client Success, Support, and Product Teams. • Master our templated and custom Statements of Work (SOW), that detail services activities, resourcing requirements, deliverables, timing and budgeted hours. • Facilitate client workshops and sessions, presenting, and walking through Bazaarvoice’s value-proposition. • Manage and properly set expectations with both internal and client stakeholders. • Advocate on behalf of the Client and your team. • Effectively manage and drive a portfolio of projects from initiation to close. • Define and maintain project plans, proactively identifying risks and churn mitigation strategies