• Directly lead and manage a team of Patient Engagement team members to ensure timely and accurate refill support to assist patients in obtaining medication • Proactively manage support in assigned hospitals and/or clinics to ensure patients receive medications on time • Ensure all service level goals are met and patients receive the highest quality care • Manage all aspects of ADP, Paid Time Off (PTO), and Time Reports for team members • Complete audits of team members in supported systems to ensure efficient workflow • Manage responsiveness to new requests in supported systems • Provide front-line supervision and ongoing coaching and performance management to the Patient Engagement team • Monitor and act on all forms of communication between the Patient Engagement team and other clinical teams as needed • Work with on-site management at hospital partners for any collaboration calls, such as quarterly calls, kick off calls, as needed calls • Facilitate team meetings which include creating agendas, facilitating meetings, and following up • Facilitate hospital management meetings which include calls from on-site managers to review status, identify areas for improvement, and areas of success • Record keeping/notes of all collaboration calls and team meetings • Provide guidance/assistance/troubleshooting in daily tasks for Patient Engagement team members as requested by team members • Review and address any concerns with the Patient Engagement team and hospital partners as needed • Establish efficient workflows between the Patient Engagement team and liaison team via collaboration with clinical integration team and on-site managers • Provide insight to various teams for growth and development opportunities as needed • Work with various teams for special projects • Report on hiring needs based on implementation roll outs • Assist in interviewing, and onboarding new team members • Coordinate access requests for new hires • Coordinate training with Clinical Training Team • Absorb overflow work in times of short staffing or excess workload • Investigate research needed for data analytics team and contracting team as needed • Manage on site pharmacy relations and workflows through some/all of the following: reversal of claims, delivery slips, coordination of care, phone calls • Use discretion and maintain confidentiality of highly sensitive and private data • Ability to lead, manage, and motivate team members that are in both remote working environments and/or at on-site Shields hub locations • Reports to Director or Manager of Patient Engagement • Support and coordinate after-hour coverage, including occasional weekends during high volume weeks

• Oversee the day-to-day activities of the Verifications team to ensure State and Federal compliance, including account set up. • Review productivity, quality, and provide performance feedback to all TSMs. • Troubleshoot questions and problems related to system processes. • Prioritize and delegate daily work assignments. • Partner with Regulatory Affairs to understand the impact of new and existing legislation to ensure compliance. • Partner with Sales to communicate State and Federal requirements to customers. • Work with Sales to create customized processes for customers, as needed. • Resolve escalated customer inquiries. • Participate in special projects and perform other duties as required.

• Supervises and directs Document Management Analysts, Document Management Technicians, paralegals, and other clerical support staff to accomplish tasks • Reports to Project Supervisor or Project Manager on task progress • Troubleshoots task issues • Performs quality control spot-checking as necessary to ensure that work is of high quality and meets contract requirements • Coordinates with other Contractor support staff, including data processing support staff • Documents the work performed.

• Lead the team that is responsible for implementing new eligibility and claims data integration feeds • Oversee in-depth data analysis and error reporting to validate new feed performance and troubleshoot errors • Assist the team with collaboration with external feed providers as they gather technical requirements, map files, test integrations, and resolve issues for new clients • Lead the continuous improvement of internal tools, documentation, and processes for the feed implementation efforts