• The Engagement Supervisor is responsible for the day-to-day leadership, performance management, and operational oversight of the Member Engagement team. • Directly supervises the Member Engagement Lead and Member Engagement Specialists (MES). • Ensures team members effectively engage eligible members, achieve enrollment goals, maintain high-quality member interactions, and comply with organizational and health plan requirements. • Conducts regular one-on-one meetings focused on performance, development, and goal attainment. • Provides coaching, mentorship, and ongoing feedback to improve employee effectiveness. • Develops individualized performance improvement plans when necessary. • Fosters a culture of accountability, engagement, collaboration, and continuous learning. • Assists with recruitment, interviewing, onboarding, and training of new team members. • Monitors call quality through routine audits and scorecard reviews. • Evaluates member interactions for compliance with organizational policies, health plan requirements, and regulatory standards. • Monitors daily, weekly, and monthly engagement metrics. • Ensures outreach queues are worked efficiently and according to established workflows. • Utilizes reporting and analytics to drive operational improvements. • Develops action plans to improve individual and team performance. • Collaborates with Clinical Operations, Provider Engagement, and Market Operations teams to improve member engagement outcomes. • Assists with market launches and engagement strategy deployment in new regions.

• Support scheduling for Complex Care Navigators • Make patient reminder calls • Facilitate collaboration with health plan care managers • Ensure proper documentation of all patient contacts • Support outreach and navigation teams with operational and non-clinical tasks • Answer patient calls and appropriately transfer escalated patient issues, ensuring the appropriate resources are involved • Identify and request necessary patient documentation from patients and community providers • Other duties may be assigned

• Manage the end-to-end chargeback process from dispute notification to final resolution • Review incoming disputes from Stripe and other payment processors • Understand and categorize disputes based on card network reason codes • Ensure disputes are responded to within required deadlines • Investigate transactions and customer activity to determine the validity of disputes • Analyze relevant information such as transaction history, account activity, IP address and device information, billing and shipping data, and customer communication history • Identify cases of potential friendly fraud, unauthorized transactions, or policy abuse • Prepare and submit structured evidence packages to dispute chargebacks • Gather documentation such as proof of service or delivery, billing descriptors and transaction details, customer communications and support interactions, terms of service and refund policy acknowledgement, and account activity logs • Monitor dispute trends and identify fraud patterns or abuse behaviors • Flag suspicious transactions and coordinate with internal teams to mitigate risk • Assist in improving internal fraud detection and prevention processes • Work closely with Customer Support to resolve disputes before they escalate into chargebacks • Coordinate with Finance and Payments Operations on reporting and reconciliation • Track and report key metrics such as chargeback ratio, dispute win rate, dispute resolution time, and fraud trends

• Conduct virtual patient consultations (synchronous and asynchronous, as applicable) • Review patient intake forms, medical histories, and laboratory results • Determine medical necessity and prescribe treatment when clinically appropriate, in accordance with state and federal regulations • Provide ongoing clinical oversight, follow-ups, and adjustments as needed • Document all encounters, decisions, and prescriptions accurately in the EMR • Collaborate with care coordinators and internal teams to support patient adherence and outcomes • Maintain compliance with all applicable telehealth, prescribing, and documentation standards • Serve as an active clinical member of LumiMeds’ PC group