• 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

• Own the technical systems that move members from “New” to “Scheduled” and “Infused”, including the automations, integrations, and workflows that drive each transition. • Identify funnel drop-off points through data and direct observation; build the fixes, not just the recommendations. • Design and maintain the member activation pipeline, ensuring every new employer deal translates into a structured, repeatable onboarding flow. • Build tooling that surfaces the right information to the right person at the right time, reducing manual work and improving response rates. • Build and maintain integrations across all of our internal and external tooling as the stack evolves. • Write production-grade code and automation (Python, SQL, APIs, webhooks, low-code tools) that the Care Ops team depends on daily. • Leverage AI tooling, including LLMs, to build faster, automate intelligently, and solve problems that traditional scripting can’t. • Own data quality and system reliability; when something breaks or drifts, you catch it and fix it before it affects members. • Translate operational problems into technical solutions, and technical constraints into process design that the team can actually execute. • Document workflows, system architecture, and integration logic so the team isn’t dependent on tribal knowledge. • Work directly with Care Coordinators and clinical staff to understand where manual effort is highest and where automation will have the most impact. • Contribute to sprint planning and roadmap prioritization; you have a point of view on what to build next and why. • Build dashboards and reporting that give the Care Ops team real-time visibility into funnel performance, outreach quality, and activation rates. • Design and maintain computed metrics (e.g., time-to-schedule, outreach cadence health, case aging) that surface actionable signals rather than just raw data. • Partner with Member Growth and Client Success to ensure commercial and clinical metrics are aligned and trustworthy.