• Manage 15–20 virtual assistants across multiple clients simultaneously • Run daily stand-ups and coach EAs in real-time when issues arise • Build and execute personalized development plans for each team member • Track performance metrics including response times, client satisfaction, and quality scores • Jump in hands-on when clients need immediate support — you're a player-coach, not just a manager • Lead video calls with international clients (US, Australia) daily • Partner with clients to optimize EA workflows and stay ahead of their evolving needs • Manage smooth transitions during team changes, EA replacements, and client handovers • Support EA offboarding and account transition checklists when pairings end • Develop and maintain SOPs for key EA functions

• Answer a high volume of inbound calls following a structured script. • Make outbound follow-up calls to qualified leads (no cold calling). • Meet monthly KPIs related to call volume, follow-up activity, and completed sign-ups. • Ensure timely and consistent follow-up to maximize successful signings. • Gather complete and accurate information from callers and process client sign-ups. • Perform receptionist-style duties, including receiving calls from existing clients or third parties and transferring them to the appropriate department or team member.

• Complete assigned Shared Services tasks accurately and within defined SLA by following documented processes step by step, ensuring the submitting team can depend on consistent, error-free output. • Identify and communicate ticket ambiguity before starting work, asking clear, specific questions that resolve scope uncertainty without requiring back-and-forth escalation. • Escalate tasks that fall outside defined Shared Services scope promptly and with sufficient context, so the submitting team can redirect efficiently without delay. • Document completed work in a way that supports quality review, providing a clear record of what was done and flagging anything that appeared inconsistent or unclear in the source material. • Follow defined processes without shortcuts or improvisation, flagging process documentation gaps when a step doesn't match actual system behavior. • Build working familiarity with the Selerix platform across assigned task types, developing broad knowledge that prepares team members for specialized roles over time. • Participate in training for new task types as they transfer into Shared Services scope. • Share learnings about task types, platform behavior, and common errors with teammates.

• Serve as the primary managed care advisor and point of contact for assigned clients. • Lead stewardship meetings, business reviews, strategic discussions, and follow-up action planning. • Develop and deliver executive-level reporting, program insights, recommendations, and value narratives. • Identify opportunities to improve outcomes, reduce costs, strengthen program utilization, and support client retention or growth. • Maintain awareness of client-specific requirements, goals, operational challenges, and contractual commitments. • Monitor managed care performance, utilization trends, service outcomes, and program effectiveness. • Translate operational data and reporting into clear, actionable recommendations for clients and internal stakeholders. • Support implementation of new programs, pilots, service enhancements, and process improvement initiatives. • Partner with sales, account management, claims operations, and clinical leaders to align managed care solutions with client needs. • Coordinate timely resolution of managed care service issues, escalations, and client concerns. • Partner with operational leaders to identify root causes, assign ownership, and drive sustainable corrective actions. • Ensure accountability for commitments, deliverables, action items, and communication follow-through. • Escalate risks and barriers appropriately while maintaining clear, professional communication with impacted stakeholders. • Support education, resource navigation, and managed care consultation for claims examiners and client-facing teams. • Performs other duties as assigned.