• Identify high-volume manual claim scenarios and evaluate opportunities for automation • Design and implement automation enhancements within the claims processing system • Partner with engineering and vendors, including Mphasis, to expand systemic and auto-adjudication capabilities • Analyze claims workflows and system logic to identify inefficiencies and recommend improvements • Translate business requirements into technical solutions aligned with claims processing standards • Document automation workflows, business rules, and system configurations • Monitor auto-adjudication performance metrics and identify opportunities to improve turnaround time and accuracy • Support testing and validation of system changes and automation enhancements • Demonstrate commitment to our core competencies of being authentic, curious, creative, empathetic, and outcome oriented • Support EDI workflows and troubleshoot transaction issues including 837 claim submissions and 835 remittance files in partnership with the EDI team

• Monitor alerts, queues, and systems to ensure platform stability • Handle customer tickets and incidents in line with SLAs • Execute standard procedures while ensuring accuracy and consistency in ticket handling • Troubleshoot issues beyond documented procedures using logs, metrics, databases, and system tools • Identify root causes for recurring or unclear issues and contribute to long-term fixes • Escalate effectively with structured analysis and supporting data • Participate in incident management for low to medium severity issues • Support senior engineers during high-severity incidents through investigation and diagnostics • Improve time-to-resolution through effective triage and contextual analysis • Manage client communication throughout incidents and provide clear updates • Assist with post-incident reporting, lessons learned, and remediation efforts • Identify repetitive manual tasks and recommend automation opportunities • Improve runbooks, documentation, and troubleshooting guides • Contribute to operational efficiency and tooling enhancements, including AI-driven solutions • Communicate clearly and professionally with customers • Provide timely updates and translate technical findings into business-relevant language • Take ownership of issues through to resolution or proper handover • Build a strong understanding of systems, transaction flows, and support tools • Develop troubleshooting capabilities across both application and infrastructure layers • Progress toward independently handling complex technical issues

• Designs, documents, tests, and debugs software systems and/or applications. • Participates in full development life cycle including requirements review and design. • Participates in software design meetings and analyses user needs to establish technical requirements. • Consults with end users to prototype, refine, test, and debug programs to meet needs. • Creates technical specifications based on conceptual design and stated business requirements. • Serves as a technical expert on development projects. • Identifies and evaluates new technologies for implementation. • Maintains documentation for software functionality; project planning; evaluations; budgeting, feedback, and improvements. • Provides estimates, budgets, project flow, client updates, and meeting expectations. • Minimizes risk, prepares for risk mitigation, keeps projects on track. • Manages user requirements and provides timely project updates. • Analyzes program codes to find causes of errors and revise as needed. • Provides feedback for performance appraisals of team members. • Performs other duties as assigned. • Complies with all policies and standards.

• Independently own the majority standard L2 support cases end to end. • Investigate mobile subscription, SDK, and integration issues using logs, SQL, and API tools (Postman). • Act as the bridge to engineering — reproduce issues and write bug reports developers can act on. • Meet response SLA (≥90%) and resolution-time targets while keeping CSAT ≥95%. • Escalate with discipline: investigate root cause before passing anything to L3. • Contribute to internal documentation and knowledge sharing. • Provide reliable async coverage with clear handover notes, including night shifts.