• Serve as the organization's subject matter expert on our provider network • Own the accuracy, integrity, and management of practice and provider data • Manage end-to-end roster processes • Build deep expertise across our markets and payer relationships • Partner closely with Payer Account Management, Network Development, Practice Operations, and Market Presidents to keep our provider data accurate • Bring analytical rigor and operational precision to payer submissions and contract accuracy reviews • Contribute to CRM development and process improvement • Help build the systems and workflows that will support Diverge's continued growth.

• Supervise and coordinate activities for assigned workers • Execute on operational standards and best practices • Ensure proper escalation and resolution processes are followed • Oversee the incident management process and involve team members in resolving incidents • Drive resolution of outages and work closely across multiple functions within the organization • Mentor and coach technicians at all levels to enhance their skills and knowledge • Facilitate training sessions and create educational materials for NCC staff • Administer internal, external, and customer incident escalations and follow-ups as well as process adherence • Collaborate with other departments to align objectives and streamline processes • Communicate updates on network performance and critical incidents.

• Continuously monitor and improve the performance of SMS routes, proactively identifying and addressing potential delivery issues or inefficiencies • Monitor real-time traffic and route performance, responding swiftly to network alerts and delivery issues • Investigate and diagnose technical issues related to SMS routing, including network configurations, logs, and routing failures • Monitor and maintain the Messaging routing scheme ensuring 24/7 availability • Promptly respond and escalate TT's from Customers to Suppliers • Manage and troubleshoot alarms, alerts, and incidents using Alaris monitoring systems • Respond to network issues promptly, escalating to senior teams when necessary • Perform root cause analysis to prevent future occurrences of network disruptions • Collaborate with cross-functional teams to support system upgrades and configuration changes • Document and update operational processes, procedures, and incident reports • Continuously optimize system performance and implement best practices for network reliability

• Guide strategic initiatives for the Provider Network Operations division, including network setup and maintenance, provider data integrity, provider education and service, contract implementation performance, provider-related claims, provider setup and audits, corrective action plan assessment and closure, and provider directory accuracy improvements. • Collaborate with Provider Reimbursement Insights and Analytics Team to ensure success in meeting objectives. • Develop, direct and execute efforts to meet Credentialing division objectives, ensuring compliance and operational excellence. • Develop and execute strategies for provider education and relationship management to enhance provider collaboration, engagement, and satisfaction within the Provider Relations Team. • Lead initiatives to ensure seamless integration and ongoing operational effectiveness of provider network platforms with legacy and emerging systems. • Collaborate with IT teams and operational leaders to identify interoperability gaps and develop solutions to enhance system compatibility. • Ensure integrated systems support compliance with state, federal, and NCQA standards, as well as organizational policies. • Develop automated workflows and processes that ensure accurate synchronization of data across all platforms and departments. • Guide efforts to improve functionality via the deployment of LEAN methodologies and resources.