• Support all lines of business via facilitating the process for utilization management requests for coverage, entering authorizations into the claims platform, and facilitating member and provider communications • Provides support to members enrolled in specialty management programs, including coordinating any needed prior authorization with the UM team, the fulfillment of the prescription with the specialty pharmacy partner, enrollment in patient assistance programs, and billing questions. • Coordinate with Pharmacy technicians, Pharmacists, and/or Medical Directors on UM activities • Make outbound calls to provider offices to obtain clinical information missing from UM submitted cases • Ensure cases are reviewed in accordance with State and/or Federal guidelines including turnaround time requirements • Participate in the quality review and inter-rater reliability processes • Provider call center: answer prescriber inquiries about the status UM requests • Ensures regulatory and privacy standards are consistently met.

• Handle a broad mix of 1st and 2nd line support requests • Diagnose, troubleshoot, and resolve issues across desktop hardware and software • Work with Microsoft 365, Intune, Azure Virtual Desktop (AVD), and other modern workplace technologies • Communicate clearly with users of varying technical confidence

• Provide advanced technical support for end users. • Troubleshoot hardware, software, networking, and cloud-related issues with an SLA in place. • Provide remote IT support and resolve incidents efficiently and following an SLA in place as well as an RCA. • Support and manage Microsoft 365 environments, including: Office 365 applications Microsoft Teams OneDrive Exchange Online User accounts and permissions • Assist with Azure Portal administration and troubleshooting. • Manage user access, licenses, and security configurations. • Document incidents, solutions, and technical procedures. • Support IT projects, migrations, and technology improvements. • Configure and support domains, IP's, virtual cloud environments (VPS), hosting environments.

• Have handled customer support in a technical capacity. • Worked on a remote team of 5-10 people. • Written scripts to figure out why some technical thing is not working. • Managed refunds, credits and charges in Stripe. • Lead a customer support team in a technical capacity.