• Provides active care management, assesses service needs, develops and coordinates action plans in cooperation with members • Monitors services and implements plans, to include member goals • Evaluates outcomes of plans, eligibility, level of benefits, place of service, length of stay, and medical necessity regarding requested services and benefit exceptions • Ensures accurate documentation of clinical information to support and determine medical necessity criteria and contract benefits • Provides telephonic support for members with chronic conditions, high-risk pregnancy or other at-risk conditions • Participates in direct intervention/patient education with members and providers regarding health care delivery system • May identify, initiate, and participate in on-site reviews • Serves as member advocate through continued communication and education • Promotes enrollment in care management programs and/or health and disease management programs • Provides appropriate communications (written, telephone) regarding requested services to health care providers and members • Performs medical or behavioral review/authorization process • Ensures coverage for appropriate services within benefit and medical necessity guidelines • Identifies and makes referrals to appropriate staff

• Monitoring, tracking, researching, and responding to borrower complaints received through non-regulatory channels • One-call resolution on complaint calls • 2nd level support to assist agents with supervisor calls and answering questions • Ongoing monitoring of complaints and disputes across all channels • Research borrower’s accounts, documents, etc. against the complaints received • Write a clear summary of the problem and resolution • Perform professional and comprehensive issue resolution and service to build strong dealer relationships • Work with various departments to facilitate resolution

• Conduct active and inbound prospecting of clients (individuals and businesses). • Present and offer insurance products and services according to the client's profile and needs. • Provide consultative service, delivering clear and concise information about coverages, terms, and benefits. • Lead negotiations and close sales. • Monitor ongoing proposals and provide post-sale support. • Keep the CRM up to date with contact records and opportunities. • Work in alignment with the team and follow the insurance brokerage's commercial guidelines.

• Oversee and coordinate the preparation, negotiation, and execution of clinical trial agreements and budgets for assigned studies or portfolios • Manage end-to-end site contracting activities for assigned studies, including template use, negotiation, and execution tracking • Serve as a primary escalation point for contract issues, proposing solutions that balance sponsor, site, and internal requirements • Collaborate with legal, finance, and project teams to ensure alignment on contract language, budget assumptions, and risk positions • Monitor contracting timelines and metrics, identifying bottlenecks, and driving corrective actions to improve cycle times • Provide guidance and oversight to Site Contracts Negotiators working on the same studies or programs • Contribute to the development and refinement of contracting playbooks, templates, and standard processes