Role Description The Supervisor, Patient Engagement Center roles were created in tandem of ExactCare's shift to a unified team with the Centers of Excellence. This individual will lead Pharmacy technicians and specialists in our inbound call center. They will work alongside the Pharmacy Managers to drive and support department efficiencies. In this role, the expectation is to act as a leader. This includes, but is not limited to, living by example and supporting company and department goals. As well, the Supervisor of Patient Engagement will demonstrate their ability to drive results and achieve a consistent standard of work from the pharmacy team. Responsibilities - Supervise the day-to-day operations of our engagement call center with accountability to key performance indicators such as service and quality. - Evaluating performance and providing feedback. - High attention to detail. - Demonstrate a positive work environment and the ability to resolve issues. - Showcase the capacity to effectively multi-task and delegate assignments based on department workload. - Ability to prepare, monitor and follow up with workflows, scheduling, and other activities. - Demonstrates superior written and verbal skills to collaborate with internal partners. - Execute continuous improvement initiatives. - Ability to lead teams through a fast-paced and evolving environment. - Other leadership duties assigned. Qualifications - 1+ years of prior supervisory experience required. - Previous call center experience preferred. - Proven track record of leading teams in a fast-paced environment. - Goal-oriented and ability to work independently. - Exceptional verbal and written communication. - Exceptional attendance record and ability to be flexible. - For internal candidates, no active performance management or corrective action. Requirements - Shifts: - Sunday 9:00 am - 5:30 pm and Weekdays 9:00 am - 5:30 pm (with weekday day off). - Saturday 9:00 am - 5:30 pm and Weekdays 9:00 am - 5:30 pm (with weekday day off). - Monday - Friday 9:00 am - 5:30 pm. - This position is administrative in nature and will present physical demands requisite to a position requiring: hearing, seeing, sitting, standing, talking, and walking. - Must be able to commute to multiple site locations within assigned territory. - May be necessary to work extended hours as needed. - This is a full-time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis. - Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. - Supervisory: Yes. - This is a remote position. Benefits - Comprehensive benefit package for full-time employees that includes medical/dental/vision. - Flexible spending. - Company-paid life insurance and short-term disability as well as voluntary benefits. - 401(k). - Paid Time Off and paid holidays. - Medical, dental, and vision coverage are effective 1st of the month following date of hire.

• Work with a diverse set of stakeholders, including Tribes, Continuums of Care (CoCs), Public Housing Authorities (PHAs), multifamily owners/operators, and service providers, to deliver technical assistance aligned with VAWA requirements and survivor housing protections. • Serve as a subject matter expert on VAWA compliance across HUD programs, including Tribal, single-family, multifamily, and housing counseling, with a focus on emergency transfers, lease bifurcation, confidentiality requirements, and survivor rights. • Provide guidance to grantees and housing providers on integrating trauma-informed, survivor-centered approaches into policies, procedures, and service delivery. • Develop and deliver training sessions, conference presentations, workshops, and webinars on VAWA implementation, compliance, and best practices for supporting survivors of domestic violence, dating violence, sexual assault, and stalking. • Facilitate technical assistance engagements to assess needs, recommend actionable strategies, and support implementation of VAWA-aligned policies and procedures. • Support the development of tools, templates, and resources (e.g., emergency transfer plans, policies, compliance checklists), as well as reports and policy guidance related to VAWA and housing stability. • Apply a survivor-centered lens across all deliverables, ensuring culturally responsive approaches that address disparities in access to safe housing. • Stay current on HUD guidance, VAWA reauthorizations, and evolving best practices, translating requirements into practical guidance for stakeholders.

• Assist families and students during their Empowerly journey to put their best foot forward in the college admissions process • Help families get started with counseling journey upon registration (onboarding call, ensuring good fit with counselor, sessions scheduled, questions answered, etc) • Respond and resolve all incoming customer communications within internal SLAs. Work cross-functionally with other internal groups to ensure customers have the best possible outcomes • Provide phone and email support using CRM tools • Support Head of Counselors in ensuring optimal performance of College Admissions Counselors • Serve as the resource for the community when questions arise from counselors and families and provide consistent, accurate information across different platforms (Slack, email, phone, video, team meetings, webinars, etc) • Create and improve processes to ensure quality counseling, regular meetings between students and counselors, clear instructions for new families and counselors, realistic expectations • Monitor satisfaction through routine surveys • Work with a team to manage Empowerly’s operations processes and contractor teams • Partner with teams in cross-functional, integrated setting • Help the Operations Team to scale by improving processes and solving complex problems • Represent Empowerly’s brand to current and prospective customers • Perform other duties as assigned • Business Travel as Needed for Team Building, Conferences, etc. • Work some evening and weekend hours (schedule may vary by week, “flex” schedule)

• Assist families and students during their Empowerly journey to put their best foot forward in the college admissions process • Help families get started with counseling journey upon registration (onboarding call, ensuring good fit with counselor, sessions scheduled, questions answered, etc) • Respond and resolve all incoming customer communications within internal SLAs. Work cross-functionally with other internal groups to ensure customers have the best possible outcomes • Provide phone and email support using CRM tools • Support Head of Counselors in ensuring optimal performance of College Admissions Counselors • Serve as the resource for the community when questions arise from counselors and families and provide consistent, accurate information across different platforms (Slack, email, phone, video, team meetings, webinars, etc) • Create and improve processes to ensure quality counseling, regular meetings between students and counselors, clear instructions for new families and counselors, realistic expectations. • Monitor satisfaction through routine surveys • Work with a team to manage Empowerly’s operations processes and contractor teams • Partner with teams in cross-functional, integrated setting • Help the Operations Team to scale by improving processes and solving complex problems • Represent Empowerly’s brand to current and prospective customers • Perform other duties as assigned • Business Travel as Needed for Team Building, Conferences, etc. • Work some evening and weekend hours (schedule may vary by week, “flex” schedule)