• Managing and improving existing partner programs, ensuring they meet business goals and partner needs. • Collaborating with internal stakeholders, including Partner Account Executives, Business Development and leadership, to align program strategy with business priorities. • Defining and executing change management plans, ensuring seamless adoption of new processes and programs. • Driving operational & reporting improvements by identifying bottlenecks and implementing scalable solutions. • Providing external technology partners with monthly revenue and contract reporting. • Liaising between internal and external technology partners to solve any questions related to revenue and contract reporting.

• Provide exceptional customer service to patients as they move through care, supporting entry into care and logistics throughout care. • Act as a liaison between patients and providers, ensuring clear and effective communication regarding treatment, appointments, and recommended follow up actions (i.e. labs) • Ensure the security and confidentiality of all patient and provider data in compliance with HIPAA and other regulatory standards. • Skillfully manage patients that are needing urgent support, including ensuring clients receive timely support with prescription issues or medication side effects from clinical team or other identified resources. • Provide general clinician support – assist clinicians with administrative, tooling, or patient-specific questions and/or duties • Enable providers to be able to operate at the top of their licenses by supporting on patient-specific tasks that don’t require medical licensure to complete such as obtaining medical records, completing prescription prior authorizations, finding local lab facilities, etc. • Monitor and manage operational workflows, ensuring compliance with organizational policies and procedures. • Always have an eye for scale and efficiency, specifically identify processes that can be optimized. • Develop and execute processes to save time for providers before and after appointments, such as ensuring client data is up to date • Identify workflows that are missing or could be improved • Work with cross-functional partners to design and implement new processes

• Actively monitor the "virtual floor," dive into the granular details of complex escalations, and personally troubleshoot workflow bottlenecks to ensure a rapid and smooth transition from launch to steady-state operations. • Direct the day-to-day operations of the Hub, managing efficient workflow distribution across AI systems and teams while maintaining a constant, hands-on presence to quickly address immediate launch challenges. • Personally investigate friction points in routing protocols between AI agents and human staff, rapidly iterating to minimize disruptions during escalations and complex case transfers. • Monitor real-time volume across both digital (AI) and traditional channels, jumping into the queues to assess reality on the ground and adjusting human staffing assignments to handle escalations during peak periods. • Direct, coach, and mentor a team of frontline supervisors, team leads, and human-in-the-loop specialists by leading from the front, participating in side-by-side shadowing, and directly handling edge cases when necessary. • Foster a culture where human staff effectively leverage AI tools. Train employees on how to interact with, monitor, and provide corrective feedback to AI systems based on your own hands-on experience with the tools. • Partner with technical and operational teams to continuously review AI transcripts and outcomes, utilizing your deep, ground-level understanding of the daily workflow to provide the business logic needed to improve AI accuracy and empathy. • Ensure the program consistently meets or exceeds SLAs across all channels. Track traditional metrics (Average Handle Time, Abandonment Rate) and AI-specific metrics (Containment Rate, Deflection Rate, AI-to-Human Escalation Accuracy). • Leverage analytics dashboards to identify trends, digging deep into the root causes of early operational hiccups and translating data into immediate, tactical operational fixes. • Partner effectively with Product Operations, QA, Learning & Development, Product, and AI/Automation engineers to ensure program alignment, swift issue resolution, and the rapid deployment of necessary system patches during the stabilization phase. • Ensure all program activities—whether executed by a human or an AI agent—strictly comply with HIPAA, OIG guidelines, and client-specific business rules. • Guarantee that AI agents are properly trained to identify and flag potential Pharmacovigilance (Adverse Event and Product Quality Complaint) triggers for immediate human review and reporting. • Collaborate with the QA/QC team to review audit trends across human and AI interactions, implementing corrective actions (CAPAs) to quickly refine both human training and AI algorithms.

• Serve evaluation tasks to our annotator workforce and manage assignment distribution across projects and locales. • Track and verify completion of assignments, flagging delays or issues before they become blockers. • Act as a first line of support for evaluators, fielding operational questions about project setup, platform access, and task instructions. • Help maintain project trackers, assignment records, and operational documentation. • Support calibration workflows as needed to ensure evaluation data meets our quality bar.