• Lead and manage daily activities of 4–5 Mentors with full accountability for new hire support, onboarding effectiveness, and early tenure performance. • Own and deliver a full-year hiring and training class schedule aligned with Workforce Management staffing forecasts and business demand. • Define and execute recruiting strategy, including vendor selection, sourcing approach, and candidate pipeline development. • Partner with Recruiting and HR to ensure consistent candidate flow and successful class fill rates. • Design and implement new hire training strategies, including both virtual and in-person delivery models. • Define and maintain training curricula, content expectations, and learning outcomes for onboarding programs. • Establish and execute a structured post-class support model including mentor-to-new hire buddy assignments, peer shadowing, and live call support. • Ensure ongoing coaching and structured support for all new hires during the first 90 days. • Track, measure, and report on new hire performance during the first 90 days and identify required interventions. • Ensure new hires meet defined readiness and performance expectations prior to full production. • Continuously improving onboarding and recruiting processes based on performance data and business needs. • Own and lead change management efforts for all new processes, systems, tools, and business updates impacting Member Services. • Develop and execute communication plans to ensure awareness, understanding, and readiness across the organization. • Translate complex changes into clear, actionable messaging aligned to frontline execution. • Partner with Product, Technology, Operations, and Training to ensure consistent messaging and coordinated rollout plans. • Coordinate and deliver training and enablement efforts required for successful adoption. • Ensure all communications are timely, accurate, and accessible to frontline staff and leadership. • Track and report on change adoption, knowledge retention, and execution effectiveness. • Identify gaps in adoption and implement targeted communication or training actions. • Maintain structured prioritization, sequencing, and impact management for all changes. • Serve as the single point of accountability for ensuring changes are successfully adopted and operationalized.

• Lead and develop a pod of 4 General Liability adjusters handling Premise, Habitational, Risk Transfer, Construction, and New York Labor Law claims. • Own the performance and health of the dedicated account. That means quality, timeliness, outcomes, and the client relationship. • Review reserves, coverage positions, and settlement strategy; approve or escalate within your authority. • Handle escalations and the most complex, high-exposure litigated files directly. • Run QA and file reviews; coach to the gaps you find and raise the bar across the team. • Serve as the primary claims point of contact for the client including reporting, trends, and program-level recommendations. • Direct outside counsel and investigative vendors on significant matters. • Build and refine claims guidelines, best practices, and process improvements for the account, and help shape how our broader claims org operates. • Support hiring, onboarding, and ongoing development for the team.

• 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.