• Oversee a strong operational environment for your teams and ensure high quality support for the community from your team • Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders • Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s). • Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed. • Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings. • For cases that involve internal stakeholders, guide your team to take proper action to case closure and in rare cases, support with in-the-weeds case handling. • Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work • Drive performance at the team manager, regional, and service level • Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way • Manage both team manager and regional performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans • Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings • Share input and recommendations about service target setting. • Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director • Build and nurture an engaged and diverse team • Own and manage end-to-end people strategy and operations within your team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale • Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching • Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team. • Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues • Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves • Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company • Support strategic initiatives within Delivery and your service as needed • Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback • Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners • Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

• Help individuals stay compliant, deliver accurate tax filings, and support financial operations that ensure smooth, reliable outcomes during tax season and beyond. • Build an operating picture of “how work flows today” (people, tools, handoffs, bottlenecks) • Implement a lightweight operating rhythm (weekly priorities, check-ins, escalation paths, follow-up) • Standardize delivery workflows across core services (intake → execution → review → client delivery) • Create and maintain SOPs, checklists, and templates that reduce errors and rework • Improve client onboarding and recurring touchpoints so delivery is predictable and proactive • Set up tracking/dashboards so leadership can answer “where are we on X?” quickly • Partner closely with leadership and functional leads to prioritize, unblock, and drive execution • Step into cross-functional needs as required (sales support, marketing ops, customer support processes, product/ops coordination)

• Serve as the primary point of contact for an assigned caseload of Continuous Care clients and families • Build and maintain caregiver schedules for ongoing cases, ensuring consistency and continuity whenever possible • Respond to caregiver call-outs, schedule disruptions, and urgent coverage needs in real time • Coordinate replacement coverage quickly while maintaining a positive client experience • Match caregivers to clients based on personality, skillset, availability, and family preferences • Conduct client onboarding calls and prepare caregivers thoroughly for new assignments • Coach caregivers on client-specific expectations, care plans, and performance concerns • Manage client concerns, complaints, and service recovery situations with professionalism and urgency • Proactively check in with families to identify changes in needs before they become larger problems • Collaborate closely with Recruiting, HR, Sales, and Leadership to ensure staffing pipelines support client demand • Review caregiver visit notes and identify trends, gaps, or opportunities for improvement • Document all communication, schedule changes, client updates, and action items accurately and consistently • Think critically and make judgment calls independently while escalating concerns appropriately

• Researches and resolves high complexity collection account balances according to DaVita policies and procedures • Provides ongoing training and guidance for Specialist Patient Account teammates • Performs data trending analysis and quality assurance reviews • Review, weekly and monthly key metrics to identify trends or areas of focus • Work with Management to develop, document, and implement action plans to address issues • Identify payer trends and or root cause of billing or claim exceptions • Act as resource for teammates’ questions and assist with issues of focus and problematic payer issues • Train new teammates; recommend changes on collection teams, tools, policies and procedures