• Lead, coach, and mentor staff to ensure excellent service delivery • Provide real-time feedback and conduct regular performance check-ins • Monitor call center performance (service levels, call volume, response times) and drive improvements • Support hiring, onboarding, and ongoing staff training • Partner with leadership to implement operational and strategic improvements • Help ensure proper staffing and smooth day-to-day operations

• Responsible for the operational leadership, performance, and development of the Account Management team. • Provides day-to-day supervision, coaching, and support to ensure consistent service delivery. • Partners closely with Sales, Underwriting, Finance, Customer Service, Claims, Compliance, and other departments. • Serves as the primary escalation point for the region while promoting accountability and continuous improvement. • Provides strategic oversight for key accounts and large group implementations. • Manages a portfolio of employer groups with more than 150 cardholders. • Coaches employees, monitors workloads, and resolves escalated issues. • Reviews regional performance metrics and conducts performance coaching. • Works remotely while traveling throughout an assigned territory for client meetings, broker visits, and other events.

Role Description The Business Project Senior Supervisor leads the Vendor Fee Reimbursement (VFR) team. This role ensures daily operations run smoothly, meet compliance standards (including SOX), and improve over time. You will lead team performance, drive automation, and partner across the business to ensure accurate data and efficient processes. Key Responsibilities - Lead and coach the VFR team, including 1:1s, performance reviews, and team meetings - Manage team schedules, coverage, PTO, and time approvals - Prepare and present monthly executive reports - Maintain and update standard operating procedures (SOPs) in KX - Support system updates, releases, and process changes with strong risk planning - Resolve complex issues and escalate when needed - Identify risks and drive process improvements, including automation opportunities - Partner with teams across Clinical, Provider Operations, Commercial, Client Management, and Compliance Qualifications - High School Diploma required. Bachelor’s degree preferred - 2+ years’ experience as a people leader, (Supervisor and/or Sr. Supervisor) required - 1+ years’ experience with SOX cycle required - Experience with Interface and VFR preferred - Strong communication and problem‑solving skills - Ability to analyze data and identify trends - Proficient in Microsoft Office (Excel, Word, PowerPoint) - Able to manage priorities in a fast‑paced environment Requirements - If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload. Benefits - Comprehensive range of benefits focused on supporting your whole health - Health-related benefits including medical, vision, dental, and well-being and behavioral health programs - 401(k) - Company paid life insurance - Tuition reimbursement - A minimum of 18 days of paid time off per year - Paid holidays - Leaves of absence

Role Description This job is responsible for supervising member service call center and ensuring timely, professional, and courteous responses to all customer inquiries and complaints, appropriately referring inquiries to other areas as necessary for resolution. The incumbent may be required to make routine medical approval decisions. - Manage the departmental operations and day-to-day functions. - Handle escalated calls from members, state agencies, providers and vendors. - Coach and counsel employees. - Prepare reports for various internal and external areas for trends and statistics. - Create and maintain quality and training programs for department. - Responsible for on-call emergency contact for nights and weekend support. - Other duties as assigned or requested. Qualifications - Minimum: High School Education or GED - 1 year of experience in supervisory position - 3 years of experience in customer service and/or health industry environment - Preferred: Bachelor’s degree Requirements - Does this role supervise/manage other employees? Yes - Is Travel Required? No Benefits - Pay Range Minimum: $58,100.00 - Pay Range Maximum: $90,000.00 - Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.