• Available to Lead and govern the end-to-end incident management lifecycle, including detection, triage, escalation, and resolution. • Drive major incident management (MIM) processes and communications. • Improve MTTR (Mean Time to Resolution) through automation and process optimization. • Establish and maintain incident response playbooks and runbooks. • Maintain and improve intelligent heatmaps leveraging AI/ML to identify recurring technical themes and prioritize long-term remediation. • Implement trend analysis and proactive problem identification using observability data and AI. • Track and manage problem records to closure. • Govern change management processes (lead the CAB), ensuring safe, compliant, and low-risk deployments. • Define and enforce change policies, risk assessments, and approval workflows. • Drive continuous improvement in release and deployment practices. • Maintain a strong understanding of system architecture and monitoring strategies, identifying gaps and opportunities for improvement. • Partner with engineering teams to improve system resilience and performance. • Reduce alert fatigue by improving signal-to-noise ratio in monitoring systems. • Leverage AI/ML for anomaly detection, predictive alerting, and automated root cause analysis. • Implement AI-driven solutions to optimize incident response and operational workflows. • Analyze large-scale operational data to identify patterns and recommend improvements.

• Supervise and coach a team composed of analysts and processing staff • Design, document, and optimize operational workflows for application processing, ensuring clarity, compliance, and efficiency • Oversee daily processing tasks to ensure timely review of applications and adherence to quality and contractual standards • Lead the team’s analysis function: track key performance indicators, generate insights, and support reporting needs for internal and external stakeholders • Collaborate with Engineering, Account Management, and other cross-functional teams to resolve complex application or data issues • Provide performance feedback, monitor team productivity, and support professional development of staff • Coordinate with the Operations Manager on resource planning, performance trends, and improvement initiatives • Create training materials and SOPs to support consistent and scalable operations • Champion process improvement through automation, analytics, and thoughtful workflow redesign • Oversee Client Reporting Present Data Analysis to Client

• Organizes, leads, controls, and coordinates the delivery of services in the area of insurance tracking outsourcing • Manages several mortgage clients and units • Provides leadership to a large number of associates • Mentors and develops team members

• Run benefit eligibility checks to confirm coverage, cost-share, and authorization requirements before care begins • Keep eligibility status accurate and current for every active member in our systems • Manage medical prior authorization requests, renewals, and extensions across payers and specialty pharmacy partners end to end • Prepare and submit PA documentation, track approval status, and escalate stalled or denied authorizations before they delay care • Chase down unsigned documents and orders—following up proactively with provider offices so nothing stalls in limbo • Process incoming referrals, faxes, and clinical documents, routing each to the right place • Coordinate clinical staffing with staffing agencies to ensure providers are in place for each member's treatment • Coordinate medication shipping with pharmacy partners so the right therapy arrives at the right time • Answer inbound calls from providers, pharmacy partners, and occasionally members, triaging and routing each inquiry to the right team member • Document call details accurately and follow through on any action items • Collect, organize, and store member records and clinical documentation accurately and on time • Ensure all files meet internal standards and HIPAA compliance requirements • Design, document, and continuously improve the workflows behind all of the above—turning manual, ad hoc tasks into repeatable systems as we scale