• Conduct peer-to-peer physician consultations as requested/required and document consultations • Provide clinical expertise with respect to planning and establishing goals and policies to improve clinical operations • Represent the organization through state appeal processes • Review medical information trends, experiences, and approaches and assist in the development of strategic plans for clinical improvements • Provide program representation at stakeholder engagement meetings • Ensure compliance with regulatory and accreditation requirements • Analyze and remain current on national, state, and local regulations and legislation which impact the healthcare profession • Represent and promote Acentra Health at seminars, professional societies, medical staff meetings, and other professional settings as appropriate

• Lead clients’ paid digital media efforts across various campaigns and initiatives to drive efficient results • Direct the development and execution of multi-channel digital media strategies, working with internal teams to ensure marketing strategies are integrated • Accountable for digital plan output timeliness, accuracy, scope, and overall excellence • Present and communicate media & social strategies, plans, and executions to client partners • Accountable for media pacing and budget with assistance from Senior Digital Analyst • Apply an expert understanding of analytics and measurement tools/techniques to provide media strategy support team, and to client and internal marketing goals • Responsible for managing a high-performing team, including individual development, performance management, training, development, and mentorship • Participate in new business pitches and development as needed

• Diagnose and repair commercial washers and dryers • Install laundry equipment in multi-unit residential buildings • Perform preventative maintenance and service calls • Troubleshoot basic electrical and plumbing issues • Communicate job status with our operations team • Maintain professional appearance at client properties

• Check the quality of customer conversations across phone, chat, and email to make sure they meet our standards.• Create and use scorecards to measure how well team members are doing.• Run regular checks (audits) to find problems and areas where we can do better.• Make sure the team follows our rules and meets our service level agreements (SLAs).• Find ways to improve how we work and make customers happier.• Lead and support a team of 10 or more customer support agents.• Have regular one-on-one meetings to give feedback and help team members grow.• Train team members on how to handle difficult customer situations.• Create plans to help each person on the team get better at their job.• Handle escalating customer issues that need senior attention.• Manage difficult customer cases that involve multiple health issues or tricky situations.• Work with other teams (like medical, claims, or operations) to solve complex problems.• Oversee emergency scenarios and make sure serious cases are handled properly.• Make sure problems that are not solved on the first contact are followed up and closed.• Use data to find patterns, problems, and opportunities to improve.• Create reports and dashboards to track team performance (CSAT, AHT, FCR, QA scores).• Share insights with leadership to help make better decisions.• Track and report on whether we are meeting our SLAs and turnaround times.• Set up and manage Zoho Desk to help the team work efficiently.• Create workflows, automation rules, and ticket routing to speed up work.• Design templates and macros so the team can respond to customers faster.• Write and update Standard Operating Procedures (SOPs) for the team to follow.