• Evaluate client requirements and develop customized service approaches to enhance satisfaction levels • Establish and nurture professional client relationships through consistent, proactive outreach • Own the complete customer experience from initial inquiry to final resolution, maintaining accountability throughout • Demonstrate exceptional dedication to client satisfaction by personally addressing concerns and pursuing outstanding results • Generate comprehensive work orders and track completion while keeping stakeholders informed of progress • Partner with internal departments and external service providers to deliver timely, effective solutions • Follow established service standards while actively identifying opportunities to surpass client expectations • Ensure thorough knowledge of company policies, procedures, and compliance requirements for operational excellence • Apply expert judgment to recognize critical situations requiring escalation to management or specialized teams • Support root cause analysis efforts for persistent or high-impact client concerns • Manage customer inquiries end-to-end, ensuring accurate information collection and consistent stakeholder updates • Work with cross-functional teams to design and implement operational enhancements and process refinements • Champion team training and development programs to improve overall service quality and performance • Guide new team members through structured mentorship programs and knowledge transfer to foster a high-performance environment • Contribute to strategic planning and policy development initiatives that support organizational objectives

• Work closely with the Chief of Staff, COO and the Transformation Directors to help structure the transformation office • Structure the workstreams, owners and charters • Partner with regions to define work packages and execution teams • Structure the roadmap and business case • Set up governance and reporting mechanisms to track progress across workstreams and ensure transparency for leadership and stakeholders • Define robust financial management processes to help govern the program • Identify opportunities to continuously improve the transformation office ways of working and processes

• Design, build, and maintain data flows between Workday (HR/Finance) and other systems • Collaborate with IT, HR, and Finance to translate requirements into technical solutions • Develop complex reports, troubleshoot errors, ensure data security, create documentation, and support testing (UAT) for new features and upgrades • Clarify business requirements, map to systems capabilities, and recommend technical solutions • Create use cases, customer scenarios, and coordinate testing of new applications

• Conduct research and analysis on access–related healthcare issues, including payer evidence expectations, value frameworks, and relevant legislative/regulatory developments • Support evidence synthesis workstreams (e.g., targeted literature reviews and structured evidence scans) and summarize findings into clear implications for access strategy • Assist in the development and preparation of high-quality written deliverables, including reports, research papers, slide presentations, and publications—contributing through drafting, editing, proofreading, referencing, and formatting • Provide qualitative and quantitative analysis for clients, translating findings into concise takeaways and client-ready storylines • Ensure editorial quality and consistency across deliverables (e.g., accuracy, formatting, version control, references, tables/figures) in alignment with client and internal standards • Support efficient completion of client projects by coordinating logistics, tracking timelines and key milestones, maintaining project documentation, and monitoring budgets in partnership with project leads • Demonstrate a strong client-service orientation, sound judgment, and a commitment to delivering superior results in a fast-paced, deadline-driven environment