• Ensuring material changes in high-risk customer behaviour are identified early and acted on before meaningful margin or exposure impact occurs • Designing and executing tailored trading strategies for high-stakes accounts to ensure optimal profitability while managing risk • Delivering detailed, data-driven reports on customer performance and actionable recommendations during regular stakeholder meetings • Forensically monitoring customer activity to identify syndicates, professional and coordinated activity leveraging new routes to clean accounts • Leading, coaching and developing a high-performing Hypercare team with strong commercial judgement and analytical rigor

• Lead strategic and operational projects across U.S. I&I. • Advance organizational effectiveness in the selling environment and across U.S. GI customers. • Serve as operational lead and thought partner and central point of contact for cross-functional stakeholders. • Identify, prioritize, track, and resolve operational needs from across the I&I business. • Promote AI-enabled and digital ways of working to streamline processes.

Role Description Join our award winning culture as we serve members in your area! Under the general direction of the Business Intelligence and Continuous Improvement Director, this role leads the alignment, optimization, and ongoing support of EMR applications that enable Lakeland Care, Inc.’s care delivery model, including the Electronic Medical Record (EMR) and related systems. The EMR Applications Manager ensures systems effectively support care management workflows, regulatory requirements, and programmatic outcomes by translating operational needs into system functionality. This role partners closely with care management, quality, compliance, and business teams to enhance system usability, data integrity, and workflow efficiency in support of high-quality, person-centered care. - Plan and direct system configuration, development, enhancement implementations, support maintenance and security of the EMR and systems that support care delivery. - Catalogue, organize, and prioritize application change requests. - Facilitate Applications Committee and Steering Committee, garnering stakeholder feedback which result in recommendations to LCI’s Executive Leadership for prioritization. - Ensure systems comply with all applicable state, federal, and contractual requirements. - Evaluate, approve, and prioritize application and related system enhancement requests in alignment with organizational goals and processes. - Identify system risks, process gaps, and improvement opportunities and take corrective action. - Demonstrate ability to work with and adapt to needs of multiple internal stakeholder groups including Executive, Director and other management level leaders. - Lead development enhancements and optimization of system applications, workflows and integrations for care delivery. - Lead enterprise-wide initiatives to improve efficiency and effectiveness of the care delivery systems and business processes. - Coordinate with vendors to ensure systems are fully optimized, including enhancements, updates, troubleshooting, and customer support services. - Ensure updates/modifications are communicated timely to the appropriate LCI leaders to allow for testing and review, policy and procedure modifications and staff training. - Demonstrate respect for diverse perspectives and maintain professional composure in complex or high pressure situations. - Exhibit maturity, resiliency and sound judgement when addressing organizational, technical, or operational challenges. - Demonstrate emotions appropriate to the situation and continue to perform steadily and effectively. - Communicate clearly and appropriately during periods of change, conflict, or system disruption. - Maintain steady and effective performance while supporting team members through operational demands. - Serve as the primary liaison between LCI and application vendors, regulatory agencies and LCI’s Third Party Administrator. - Build and maintain productive working relationships with internal stakeholders, system users, and external partners. - Facilitate collaboration across departments to ensure operational applications and systems align with organizational needs. - Represent LCI on state committees, workgroups, and governance bodies related to care delivery application functionality and system standards. - Ensure EMR system changes are reviewed, approved through appropriate governance structures, and implemented in compliance with requirements. Qualifications - Bachelor’s Degree in Business Management, Information Technology, other related fields, or equivalent combination of education and experience (includes knowledge, skills, and abilities) preferred. - A minimum of five (5) years of related work experience including management, support, and administration of an electronic medical record system is required. - A minimum of three (3) years supervisory experience preferred. - Considerable operational knowledge of an EMR system, including all the financial, demographic care management and provider network interactive functions that produce Encounter reporting. - Knowledge of EMR coding and crosswalk systems and security policies and procedures. - Experience managing projects, balancing system requirements, operational needs, timeline, and budget. - Ability to communicate effectively, establish, and maintain effective working relationships is necessary. - Ability to respond effectively to sensitive inquiries and situations. A wide degree of creativity and latitude is expected. - Current driver’s license, acceptable driving record and proof of adequate insurance required. Company Description Lakeland Care is a Wisconsin-based non-profit organization that focuses on creating a world we all want to live in. With long-standing roots as a managed care organization (MCO), we provide long-term care services to eligible elders and individuals with physical and intellectual or developmental disabilities. Currently we serve members in 22 counties and have 11 offices throughout the Central to North East region of Wisconsin. - Our Mission: Empowering individuals. Strengthening communities. Inspiring futures. - Our Vision: To create a world we all want to live in. - Our Core Values: - Kindness – We believe kindness is always possible and that no compassionate act is ever wasted. - Inclusion – We believe that open hearts and open minds are the only path to a brighter future. - Trust – We believe that honesty is still in style and that promises still have power. We are an equal employment opportunity employer functioning under an Affirmative Action Plan. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. We are an organization that participates in E-Verify.

Role Description Actualmente buscamos para nuestro equipo un Gerente de Control de Calidad de Procesos en Español. Misión del puesto: - Garantizar un control de calidad de los procesos de entrevistas, formación y comunicaciones mediante la revisión minuciosa de vídeos, el registro de momentos clave y la elaboración de informes, con el fin de mantener los estándares de la empresa y contribuir a la mejora continua del trabajo de los empleados. Tus responsabilidades: - Monitoreo de Llamadas para Estándares y Violaciones: - Desarrollar y ejecutar un plan de monitoreo de llamadas. - Escuchar sistemáticamente las llamadas y tomar notas/comentarios en la cuenta personal (y en una tabla para fines de facturación). - Filtrar y monitorear llamadas con parámetros por debajo del estándar (por ejemplo, duración corta, baja tasa de aprobación). - Notificar al Gerente del Departamento de Calidad sobre violaciones sistémicas. - Monitoreo a Solicitud: - Escuchar llamadas específicas o partes de llamadas a solicitud. - Documentar los hallazgos en una hoja de cálculo de Google proporcionada por el gerente. - Control de Errores de Dirección de Entrega: - Crear una lista de llamadas que contengan errores de dirección de entrega. - Determinar la parte responsable del error (operador o validador). - Proporcionar retroalimentación/comentarios en la cuenta personal del operador o en Trello para el validador. - Comunicación Interfuncional y Desarrollo: - Crear una lista de operadores objetivo para la mejora del rendimiento. - Discutir el rendimiento del operador, proporcionar recomendaciones y desarrollar planes de mejora personalizados. - Elaborar planes de escucha alineados con los objetivos de desarrollo del operador. - Capacitación y Evaluación: - Determinar el cronograma y los participantes para la prueba de candidatos o empleados que hayan completado la capacitación. - Realizar una llamada de prueba como cliente para evaluar el desempeño del candidato/empleado. - Proporcionar los resultados de la evaluación al capacitador. - Revisión de Apelaciones: - Revisar las apelaciones contra multas presentadas al servicio de asistencia. - Decidir si confirmar o cancelar la multa. - Identificación de Mejores Prácticas: - Identificar las mejores prácticas a partir de las llamadas monitoreadas. - Transferir información y conocimientos relevantes al Analista del Departamento QI. Qualifications - Conocimiento del español idealmente nativo, como mínimo nivel B2 o superior (es importante el nivel conversacional). - Conocimientos de informática. - Conocimiento de las etapas y técnicas de venta: se valorará la experiencia en el ámbito de las ventas. - Conocimientos básicos de Google Workspace (Docs, Hojas de cálculo, Drive, Gmail, Meet). - Conocimiento de los fundamentos del proceso de formación. - Conocimiento de las etapas básicas de las entrevistas. Requirements - Que veas el sentido de lo que haces. - Que seas honesto contigo mismo y con tus compañeros. - Que no tengas miedo de salir de tu zona de confort cuando sea necesario. Benefits - Fijo de $375 USD. - Bono por idioma - B2: $190 USD | C1: $285 USD. - Bonos por performance y KPIs alcanzados. - Trabajo totalmente a distancia. - Días: 5 días a la semana (de lunes a viernes), sábados y domingos libres. - Horarios: inicialmente será necesario coordinar con el equipo de Europa, entonces será de 3 am a 6 pm de Argentina (GMT-3), una vez finalizado el periodo de prueba, podremos adaptarnos al país de residencia. - Vacaciones: 20 días laborables al año. - Formación continua a cargo de la empresa y desarrollo profesional. - Acompañamiento constante por parte del equipo. - Regalos, beneficios y bonos extras una vez cumplido el tiempo de prueba (3 meses). - Los pagos se hacen únicamente en USDT (cripto moneda atada al dolar). Company Description Agentify es un centro de contacto de externalización internacional que opera en el mercado desde 2013. En los últimos 10 años hemos crecido hasta alcanzar un nivel internacional, con oficinas en Colombia y Ucrania, y prestamos servicio a clientes de diversos sectores de Europa y América Latina. Nuestro equipo está formado por más de 250 especialistas que demuestran cada día que la profesionalidad, la transparencia y la orientación a los resultados traen consigo el éxito.