• Lead with clinical confidence during urgent calls by helping the team triage patient needs, reduce medication interruptions, and support safe therapy continuation • Guide patients, caregivers, and clinical partners through issues related to infusion devices, central lines, medication administration, and other therapy support needs • Build clear connections across patients, caregivers, pharmacists, nurses, hospitals, physicians, and internal partners so care needs are addressed with urgency and accuracy • Strengthen team performance by orienting new hires, supporting onboarding, coordinating annual clinical nurse competencies, and helping staff prepare for new therapy launches • Create, update, and improve resources that help the Nurse Clinical Support Center work with consistency in a fast-paced environment • Use data and trend insights to monitor unit activity, report key statistics, and identify opportunities to improve service, readiness, and patient support • Support team meetings, policy updates, and procedure maintenance with a focus on practical solutions, shared learning, and continuous improvement.

• Own real time execution during assigned shifts across chat and phone queues. • Monitor queue health, coverage, and workload distribution to ensure timely responses. • Step in directly to handle complex cases or volume spikes as needed. • Serve as day to day support for a team of Member Services Associates. • Provide real time coaching on judgment calls, prioritization, and handling ambiguous cases where no clear script exists. • Conduct quality reviews and deliver clear, actionable feedback. • Support onboarding and ramping of new hires. • Act as the first line escalation point for pharmacy and insurance issues including missing information, coverage rejects, routing questions, and fulfillment delays. • Partner with internal teams to resolve escalated member issues while maintaining non clinical boundaries. • Ensure appropriate handling and escalation of safety concerns or sensitive disclosures. • Ensure consistent execution of SOPs, scripts, and workflows. • Identify breakdowns in workflows and flag patterns or risks to leadership. • Help test, roll out, and reinforce new workflows, macros, or tooling changes. • Support team performance across response time, resolution quality, and member satisfaction.

• Leads the team responsible for ICSR management for a selected project or group of projects as Team Leader • Ensures adequate distribution of tasks for assigned projects and teams and oversees the workflow process • Assures and exerts of activities leading to effective cooperation with clients in the area of ICSR Management • Providing support to other activities undertaken by the project team on behalf of the client and the company • Line Manages assigned ICSR staff • Creates and maintains project specific KPIs for contracted ICSR activities (this includes optimizing procedures, trainings and any other actions to increase ICSR team efficiency) • Proposes process changes to ICSR Operational Lead • Manages ICSR deviations with ICSR Operational Lead support • Reviews trackers and timesheet data and ensures accuracy • Is involved in ICSR processing and 2nd QC of cases • Operates as the assigned team SME and supports other SMEs

• Leads the team responsible for ICSR management for a selected project or group of projects as Team Leader • Ensures adequate distribution of tasks for assigned projects and teams and oversees the workflow process • Assures and exerts activities leading to effective cooperation with clients in the area of ICSR Management • Providing support to other activities undertaken by the project team on behalf of the client and the company • Line Manages assigned ICSR staff • Creates and maintains project specific KPIs for contracted ICSR activities (this includes optimizing procedures, trainings and any other actions to increase ICSR team efficiency) • Proposes process changes to ICSR Operational Lead • Manages ICSR deviations with ICSR Operational Lead support • Reviews trackers and timesheet data and ensures accuracy • Is involved in ICSR processing and 2nd QC of cases • Operates as the assigned team SME and supports other SMEs