• 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

• Managing multiple concurrent projects including renovations, building infrastructure upgrades, large remodels, and new construction with heavy focus on ground-up construction • Leading ground-up construction projects through all phases: due diligence and land acquisition, feasibility studies, design development, planning and zoning review, pre-construction, construction, and closeout • Evaluating site feasibility during transaction phases, assessing physical, environmental, regulatory, and financial factors • Directing technical and financial analysis to determine project scope, budget parameters, schedule requirements, and risk factors • Coordinating with architects, engineers, and consultants to develop construction documents that meet project objectives and budget requirements • Managing municipal approval processes, regulatory compliance, contractor selection, subcontractor procurement, and value engineering • Overseeing construction operations including schedule management, quality control, budget tracking, change order processing, and safety compliance • Providing weekly project activity updates to Team Lead on schedule, risks, budget status, and cash flow using JLL technology platforms • Developing risk management plans and guiding teams through work authorization processes to prevent impacts in critical environments • Preparing comprehensive project documentation including charters, due diligence reports, budgets, schedules, meeting minutes, funding requests, status reports, and punch lists in accordance with pre-established formats • Managing vendors to ensure compliance with all project policies and procedures, ensuring project closeout within 90 days of completion including inspections, commissioning, warranty documentation, and client handover