• Perform supportive outreach, follow-up, and engagement with members. • Facilitate programs and activities that promote holistic health and improve members’ health literacy/education (teaching self-management skills, sharing self-help recovery resources, distributing educational materials on chronic conditions, etc. • Arrange/schedule various member services, including appointments, wellness reminders, and non-emergency medical transportation needs. • Collaborate with the Care Manager and other personnel of the care team to communicate information regarding the members’ care, including health updates and changes. • Participate in relevant educational case conferences. • Ensure the proper storage and transmission of sensitive health records.

• Engage identified member into applicable Care Management program and utilizes data and information from multiple sources to address member’s needs to make clinical decisions. • Identify Trillium members appropriate for population health programs; Working with Care Management and external partners to enroll and engage members by identifying mission/goals and objectives of the program along with assisting in completing a thorough clinical background. • Work collaboratively with members of the multidisciplinary team to develop tools and interventions designed to achieve optimal patient outcomes. • Coordinate and facilitate with Care Management staff and/or external partners timely implementation of assessments, care plans, and appropriate interventions for identified member populations following established policies and procedures. • Use a collaborative approach to assist the member with self-management goals and identifying barriers by addressing the total individual.

• Supervise and manage daily activities of 8–15 Member Services Representatives (MSRs) • Monitor real-time call center performance and proactively address service level issues • Working in tandem with Workforce Management staff, managing MSR adherence to schedules, including attendance, punctuality, and break compliance • Provide immediate, real-time direction, intervention, and call take over support as needed for complex or escalated member interactions • Ensure all agents deliver a high-quality, accurate, and empathetic member experience • Conduct QA call monitoring and provide coaching and feedback • Hold agents accountable for performance metrics, call quality, and procedural compliance • Conduct one-on-ones, coaching sessions, and formal performance reviews based on QA, KPIs, and customer feedback • Identify and address performance gaps through coaching and disciplinary action when needed • Ensure team members follow all policies, procedures, and system requirements • Communicate organizational updates, process changes, and expectations clearly and consistently • Identify training needs and partner with training teams to close knowledge gaps • Partner with Workforce Management while maintaining direct accountability for team adherence and coverage • Monitor dashboards and reports to identify trends and implement improvements • Support recruiting, interviewing, and onboarding of new team members • Develop team members through coaching, mentorship, and career development planning • Resolve escalated member issues and reinforce best practices • Collaborate with cross-functional teams including IT, Operations, and Account Management • Keep leadership informed of trends, risks, and performance concerns • Perform other duties as assigned

• Monitor live vehicle operations and respond to remote assistance requests in real time • Use the remote assistance platform to support vehicles in accordance with operational protocols • Work on independently resolving issues, and escalate unresolved issues to the relevant team lead promptly and track resolution through to closure • Identify and flag patterns in vehicle behaviour or system performance that require attention • Communicate findings to relevant teams in a timely and structured manner • Collect, organise, and summarise remote assistance system issues and feedback • Communicate findings to relevant teams in a timely and structured manner • Assist customer service specialists with user communications and information follow-up as required • Support testing and feedback tasks related to remote assistance and customer service systems