• Oversee the creation and management of employee schedules to meet forecasted demand. • Ensure schedules optimize resource allocation, minimizing understaffing and overstaffing. • Collaborate with operations teams to adjust schedules based on real-time demand and unforeseen events. • Optimize labor costs while preserving service quality through strategic use of workforce management levers. • Track and control categories of unproductive time, and closely monitor overtime, absenteeism, and other factors affecting labor costs. • Work in real time with leadership to monitor call volumes and agent availability, making on-the-fly adjustments to maintain service levels. • Design and implement contingency plans during peak periods or for unexpected medium-term increases in volume. • Communicate with operations managers to resolve staffing issues and identify solutions to mitigate risks. • Analyze performance data to identify trends, inefficiencies, and areas for improvement. • Report on key staffing metrics such as occupancy, schedule adherence, unproductive time, and service levels. • Provide senior leadership with analyses and recommendations based on workforce data (e.g., changes to operating hours). • Lead and coach a workforce operations team, fostering a culture of continuous improvement and accountability. • Ensure the team is trained and uses the latest workforce management practices and technologies. • Collaborate with vendors and external partners to optimize workforce management solutions. • Act as a liaison between the workforce operations team and contact center leadership to ensure workforce strategies support operational objectives. • Partner with other departments such as HR, operations, and product development to ensure workforce activities align with overall business strategies.

• Conduct high-quality, culturally competent virtual psychiatric evaluations and medication management appointments. • Conduct biopsychosocial intakes focused on whole-person care with clear diagnostic assessments. • Engage with patients through our collaboration portal. • Collaborate with supervisors, peers, and on-campus treatment providers. • Document clinical encounters for effective care coordination. • Partner with our care navigation team to support students. • Collaborate with campus care teams to create longer-term treatment plans when necessary.

• Represent GeneDx as the genomic and clinical expert to clinicians, hospitals, and academic institutions • Build relationships with regional key opinion leaders and key decision makers • Deliver scientific/clinical presentations on genomics and genetic testing related to the GeneDx product portfolio • Support genetics professionals and non-genetic professionals with clinical information and educational materials that promote access to genomic testing • Support healthcare providers and administrators in implementing programs that operationalize pre-test counseling, test result interpretation, and test result-based clinical management • Gather insights gained from clients, including regional needs and gaps in genomic services; share these insights with the appropriate stakeholders internally and champion action for priority items • In partnership with Regional Sales Directors (RSDs) and Training & Sales Enablement, ensure Regional Account Executives (RAEs) have the product knowledge, as well as the sales & business skills, to maximize sales force effectiveness • Spend time in the field with individual RAEs assessing needs, reviewing objectives, and developing actions plans; identify opportunities for coaching & performance management and communicate these to the RSD for action • In partnership with RSDs, direct execution of sales strategies and tactics, and implementation of sales and marketing plans

• Conduct high-quality, culturally competent virtual psychiatric evaluations and medication management appointments. • Conduct biopsychosocial intakes focused on whole-person care with clear diagnostic assessments. • Engage with patients through our collaboration portal. • Collaborate with supervisors, peers, and on-campus treatment providers. • Document clinical encounters for effective care coordination. • Partner with our care navigation team to support students. • Collaborate with campus care teams to create longer-term treatment plans when necessary.