• 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

• This role is responsible for overseeing daily operations related to patient medication refill administration and inbound pharmacy patient inquires • Ensure all patient care needs are completed on-time (may include but not limited to ensuring patients receive their medications on-time, timely and accurately) • Actively manage the productivity of team members and ensure that all work is completed with high quality standards through proper auditing • Manage clinic level and/or hospital service level escalations and ability to build and action plan for resolution and actively manage the plan with key stakeholders to resolve escalation • Proactively identify potential issues or opportunities for improvement and build a plan to resolve or mitigate those issues • Work with key stakeholders to ensure that proper staffing plans are in place • Actively manage Patient Engagement workflow standardization and best practices to be implemented across the broader Patient Engagement team • Work with the training organization and leadership team to identify training program needs and ensure the implementation of training improvements to support Patient Engagement team training needs • Actively participate with the Talent Acquisition team, Strategic Ops Team, and leadership team to identify best in class methods to identify, recruit, and retain top talent • Work with leadership to identify future leaders or promotional opportunities and assist in the identification and the development of future leaders within the division (Sr., RTLs, Supervisors, etc.) • Lead a team of 50+ employees focused on one site or multiple sites • Work with leadership to develop documented staffing plans and staffing forecasts that align with the needs of the region and productivity targets • Aid in developing monthly service level commentary/insights and action plans to support team monthly reporting cadence • Work with leadership or Strategic Operations Team on any future Patient Engagement service offerings and/or strategic projects or solutions-oriented projects • Work closely with leadership teams, project managers, and regional leaders to develop project plans to launch new health systems and/or clinics • Responsible for actively managing all tasks associated with new clinic launches or new service offerings in the Patient Engagement team by ensuring teams are ready to launch on time (proper staffing forecasts, documented workflows, teams trained, and regional leaders updated on progress) • Coach and mentor new/existing supervisors that need support in a variety of areas: performance management/GROW coaching conversations, interviewing, difficult conversations, overall team engagement strategies • Work very closely with Supervisors, Regional Team Leads, and broader Patient Engagement team members to ensure they remain highly engaged in their role • Partner with regional leaders (RDOs and/or MPS) to identify new opportunities to build strategies that improve overall service models and proactive identification of issues • Proactively share results and service performance to MPS and RDO on supported sites and build a level of trust and accountability through information sharing • Provide proactive and thoughtful insights related to performance reporting • Ensure all reporting meets the needs of the business (work with leadership and other stakeholders to identify any new reporting needs and work with team on solutions to reporting needs) • Collaborate with peers in other centralized services business units to ensure a full view of the region • Travel as necessary to meet the needs of business requirements • Other duties as assigned

• This role is responsible for overseeing daily operations related to patient medication refill administration and inbound pharmacy patient inquires • Ensure all patient care needs are completed on-time (may include but not limited to ensuring patients receive their medications on-time, timely and accurately) • Actively manage the productivity of team members and ensure that all work is completed with high quality standards through proper auditing • Manage clinic level and/or hospital service level escalations and ability to build and action plan for resolution and actively manage the plan with key stakeholders to resolve escalation • Proactively identify potential issues or opportunities for improvement and build a plan to resolve or mitigate those issues • Work with key stakeholders to ensure that proper staffing plans are in place • Actively manage Patient Engagement workflow standardization and best practices to be implemented across the broader Patient Engagement team • Work with the training organization and leadership team to identify training program needs and ensure the implementation of training improvements to support Patient Engagement team training needs • Actively participate with the Talent Acquisition team, Strategic Ops Team, and leadership team to identify best in class methods to identify, recruit, and retain top talent • Work with leadership to identify future leaders or promotional opportunities and assist in the identification and the development of future leaders within the division (Sr., RTLs, Supervisors, etc.) • Lead a team of 50+ employees focused on one site or multiple sites • Work with leadership to develop documented staffing plans and staffing forecasts that align with the needs of the region and productivity targets • Aid in developing monthly service level commentary/insights and action plans to support team monthly reporting cadence • Work with leadership or Strategic Operations Team on any future Patient Engagement service offerings and/or strategic projects or solutions-oriented projects • Work closely with leadership teams, project managers, and regional leaders to develop project plans to launch new health systems and/or clinics • Responsible for actively managing all tasks associated with new clinic launches or new service offerings in the Patient Engagement team by ensuring teams are ready to launch on time (proper staffing forecasts, documented workflows, teams trained, and regional leaders updated on progress) • Coach and mentor new/existing supervisors that need support in a variety of areas: performance management/GROW coaching conversations, interviewing, difficult conversations, overall team engagement strategies • Work very closely with Supervisors, Regional Team Leads, and broader Patient Engagement team members to ensure they remain highly engaged in their role • Partner with regional leaders (RDOs and/or MPS) to identify new opportunities to build strategies that improve overall service models and proactive identification of issues • Proactively share results and service performance to MPS and RDO on supported sites and build a level of trust and accountability through information sharing • Provide proactive and thoughtful insights related to performance reporting • Ensure all reporting meets the needs of the business (work with leadership and other stakeholders to identify any new reporting needs and work with team on solutions to reporting needs) • Collaborate with peers in other centralized services business units to ensure a full view of the region • Travel as necessary to meet the needs of business requirements • Other duties as assigned

Role Description As a Cloud Billing Operations Sr. Lead, you will play a critical role in managing and optimizing our cloud billing processes and operations. This leadership position requires a deep understanding of cloud technology, financial operations of a SAAS business, scaling through Marketplaces & via Hyerscalers and strong ability to lead, influence and collaborate with cross functional teams. You will be a team leader, problem solver, detail-oriented, flexible, and focused on creating an excellent experience for both internal and external customers. To succeed in this position, the Cloud Billing Operations Sr. Lead will have a passion for recognizing areas of improvements and implementing change to contribute to enhancements of the overall workflow process. What You Will Be Doing - Collaborate with various teams including Support, Legal, OrderOps, Engineering etc. on escalated billing & contract issues to resolve customer disputes. - Working directly with customers as well as internal customers to understand and resolve their billing issues. - Managing, prioritizing, and tracking your team’s work in a case management system. - Leverage internal AI technology and documentation to achieve faster customer disputes resolutions. - Supporting communications, termination and bad debt write-off for delinquent customers, invoice reconciliation and marketplace cash application from various platforms. - Approve your team’s Process Return Authorizations and Credit Memos in Netsuite. - Work with the Cloud Billing (Engineering) Team to review/verify accounts subject to suspension due to nonpayment. - Understand the current business systems and workflows to help us make proactive process improvements. - Perform root cause analysis and drive scalable solutions. Qualifications - 5+ years of professional experience in billing operations, FP&A (Financial Planning & Analysis) or related financial operations. - Work hours flexibility: able to shift hours later to overlap with North American teams. - Good understanding of cloud technologies (e.g., AWS, Azure, Google) and cloud billing models. - Strong communication skills, both verbal and written; ability to interact with customers and other teams. - Strong attention-to-detail. - Creative problem solving skills. - Strong ability to work independently and prioritize in distributed, dynamic, fast-paced environment. - Accustomed to working with case management system. - Positivity! We each love what we do and believe that a positive attitude matters. - Proficiency in MS Excel or Google Spreadsheet. Bonus Points - Strong analytical skills. - Understanding of cloud technologies, e.g., AWS, Azure, Google and cloud billing models a plus. - Experience with NetSuite, Salesforce, Stripe. - Comfort using basic AI tools to increase efficiency and support day-to-day operations. - Basic proficiency in a SQL / Query language and/or Excel Macros. Benefits - Competitive pay based on the work you do here and not your previous salary. - Health coverage for you and your family in many locations. - Ability to craft your calendar with flexible locations and schedules for many roles. - Generous number of vacation days each year. - Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service. - Up to 40 hours each year to use toward volunteer projects you love. - Embracing parenthood with minimum of 16 weeks of parental leave.