• Contribute to a collaborative environment by consistently demonstrating teamwork, high motivation, positive behavior, and effort to achieve goals and objectives. • Building and maintaining productive relationships with internal and external customers, including clients, underwriting and service teams, and agents • Research applicable coverage for our insureds. Document coverage dates, limits, and restrictions • Identify and resolve any potential coverage questions. Draft reservation of rights and coverage denials for review and approval by their Supervisor/Manager • Investigate facts of the loss by securing statements and supporting documentation such as contracts, cost of repair estimates, expert reports, photos, correspondence, etc. • Document activities in writing within claim files • Exercise judgment in applying legal liability to assigned claims and will have settlement authority up to their specific authority, which may vary from carrier to carrier. • Assign defense counsel to answer and defend lawsuits where appropriate. Monitor and direct defense counsel, independent adjusters, and experts. • Identify claims with potential exposure in excess of authority and advise their Supervisor/Manager • Evaluate, set, or recommend reserves for each file they are handling. • Prepare written reports as dictated by company policy and procedures. • Handle claims within guidelines of the Fair Claims Practices 790.03 • Provide insureds, claimants, underwriters, and carriers with regular updates on status of file handling. • Discuss unique and complex files with Supervisor/Manager

• Provide leadership and oversight of patient transport incidents (including delays, missed journeys, clinical deterioration in transit, manual handling events). • Provide leadership and oversight of Safeguarding concerns arising during transport activity. • Provide leadership and oversight of complaints and concerns related to patient experience and service delivery. • Oversee internal and external reporting requirements across EMED group, including patient safety collaboratives (PSC), ICB reporting systems (e.g. CRM, STEIS where applicable), Contractual KPIs and quality schedules. • Ensure accurate reporting of harm and incident trends, complaints performance and safeguarding activity. • Act as the quality lead interface with: Integrated Care Boards (ICBs), NHS Trusts (acute, community, mental health), CQC Relationship Managers alongside Registered Managers and Key Patient focused groups. • Manage and maintain professional credibility, particularly in relation to delayed discharges, missed transport impacting clinical pathways, Complex and high-profile complaints. • Lead complex investigations relating to patient harm linked to delays or missed journeys, manual handling, equipment failures deteriorating patients during transport and eligibility and risk assessment failures. • Embed structured quality/clinical governance with operational teams across all sites. • Lead development of quality facilitators & operational teams within NEPTS. • Develop and maintain policies. • Provide final sign-off on complaint responses, ensuring high-quality communication, clear accountability and evidence of learning and resolution.

• Supports community connection activities including connecting members to community resources • Provides members with known community resources and supports the care team • Assists members to connect them to known community and care resources • Promotes awareness of care/services and supports all member related correspondence • Documents and maintains community resources to ensure standards of practice • Provides assistance to the clinical team and conducts non-clinical general health assessments • Conducts both telephonic and/or in-person outreach to locate individuals and families • Performs other duties as assigned

• Spend 4-5 days a week in the market interacting with customers, consumers, and distributor partners • Execute and close sales calls • Work closely with account management and merchandising teams • Manage the timely execution of all sales programs and initiatives • Sell-up promotional programs • Identify and capitalize on opportunities to increase sales, space and productivity • Transport, replace and maintain point of sale advertising • Support the brand with in-store demos and sampling