• Lead, coach, and manage a team of Patient Support Associates to ensure medication adherence, prior authorization completion, and financial assistance support • Provide ongoing performance management, training, and mentorship • Manage staffing, scheduling, PTO, and time reporting (ADP) • Step in to support workload during peak or short-staffed periods • Ensure patients receive medications on time and without barriers • Partner with hospital/clinic stakeholders through regular meetings and collaboration calls • Maintain strong working relationships with pharmacy and clinical teams • Monitor and ensure achievement of service level metrics and quality standards • Conduct audits, oversee system workflows, and manage responsiveness to incoming requests • Establish and optimize workflows between Patient Support, liaison teams, and clinical integration teams • Identify and implement operational improvements and best practices • Support data, analytics, contracting, and special projects • Provide troubleshooting, guidance, and issue resolution for team members and partners • Assist with hiring, onboarding, training coordination, and system access setup • Maintain confidentiality of sensitive patient and business data

• Monitoring staff and daily recovery efforts. • Responsible for driving recovery team’s daily productivity, ensuring team is adhering to goals and SLAs. • Program outreach as required, working with Providers and Networks as needed at the request of team members and Management. • Effectively collaborates with Management and teams to ensure departmental needs are met. • Communicates with team to ensure all production goals are clear, understandable, and achievable. • Work with Leadership to set production goals as needed to meet department expectations. • Provides feedback coaching and training to team members as required by management. • Occasional assistance with Audit Concept development and claims review. • Works with Healthcare Service’s leadership to ensure assigned areas are staffed appropriately to achieve recovery goals. • Assist in development and revision of team training materials as needed. • Contribute to development or enhancement or operational and recovery procedures, policies, and tools. • Advises Leadership of operational training gaps, staff development issues and other observation and areas or opportunity that may involve training. • Perform other duties as assigned.

• Supervises the day-to-day work performed by the Data Services team, with a focus on Data Engineering, BI Reporting, and Data Operations / Production Support • This is a hands-on leadership role responsible for work planning, team execution, and operational reliability of data pipelines, data stores, and reporting deliverables • Partners closely with IT and business stakeholders to deliver trusted data products and analytics while embedding data management and data governance best practices (metadata, lineage, data quality, access controls, and standards) into delivery and operations • Responsible for ensuring corporate data assets and reporting outputs supported by the team align with IT policies, security requirements, and applicable regulatory requirements (e.g., HIPAA, Sarbanes-Oxley) • Participates in technical planning for data platform, database, and reporting initiatives; translates roadmap items into executable work • Evaluates operational data and reporting needs; partners with stakeholders to gather requirements and recommend solutions • Plans and tracks delivery for planned and ad hoc work (work requirements, sequencing, estimates, and status reporting) • Provides technical direction (standards, troubleshooting, work procedures) and supports code/solution reviews and operational readiness • Makes recommendations regarding priorities, operational improvements, and data service practices that influence outcomes for the broader functional area • Leads incident response for data pipelines and reporting: triage, root cause analysis, corrective actions, and documentation • Oversees production support practices (monitoring/alerting, deployments, scheduled jobs, runbooks) to meet reliability and SLA expectations • Evaluates and helps implement new data tools/solutions; supports integration of new technologies and initiatives (readiness, migrations, knowledge transfer) • Ensures adoption of data governance and data management practices (metadata, lineage, data quality monitoring, access controls, and reporting governance) • Ensures data and information security practices are followed, including least-privilege access and secure handling of sensitive data (e.g., PHI) • Ensures work is performed in accordance with company policies, department procedures, and established technical standards; reinforces consistent execution across the team • Coordinates work intake and delivery with customers, vendors/Partners, and other IT teams; communicates status, risks, and dependencies • Monitors individual and team performance (timeliness, quality, and SLA adherence); provides feedback, coaching plans, and follow-up to close performance gaps

• Serve as the primary supervisor and first-line technical resource for corporate travel consultants • Establish individual and team performance goals • Develop and maintain systems for tracking and reporting performance metrics and goal achievement • Act as an on-site trainer and problem-solving resource for team members • Answer customer calls as needed to support service continuity and quality • Monitor real-time Telephone Service Factors (TSF) • Collaborate with the Client Development team to support implementation of new client service programs • Research and recommend cost-effective tools and resources to enhance team performance • Create and manage weekly/monthly work schedules • Work with the Manager of Operations to assess individual team member strengths • Pursue ongoing professional development through mentorship activities and training programs • Provide coaching and development support to travel consultants • Document and manage records of interventions related to service delivery