• Complete biopsychosocial assessments to identify clinical, behavioral, and social needs. • Proactively identifies and resolves gaps in the patient record caused by results generated outside the practice's EHR. • Import or documents retrieved results into the practice EHR in accordance with workflow standards, flagging any clinically significant findings for timely clinician review. • Obtain and integrates clinical documentation following unplanned or acute care episodes to ensure safe, informed follow-up. • Schedule timely post-discharge or post-ED follow-up appointments in accordance with practice protocols (e.g., within 7 days of hospital discharge). • Work with clinical team to maintain an accurate, current medication list and identifies discrepancies requiring clinical resolution following care transitions or identified data gaps. • Facilitate timely access to specialty care for patients with time-sensitive clinical needs and ensures every referral, urgent or routine, is tracked from initiation through documentation of results in the chart. • Track patients with labs (e.g., HbA1c, INR, renal panels), imaging, preventative screenings, etc to identify those overdue or whose results have not been returned to the record. • Assist in coordinating referrals and care ordered by a clinician including but not limited to home health, durable medical equipment, community-based resources and other clinical assessments. • Ensure that patients with positive depression, anxiety, or behavior health screenings receive timely clinical attention and connection to appropriate care. • Serve as a consistent point of contact for patients and families managing complex health situations. • Participate in regular huddles and care team meetings to present open care gaps, transitions of care, DME coordination status, and behavioral health follow-up status. • Maintain accurate, timely documentation in the EHR for all care management activities. • Adhere to HIPAA and all applicable privacy and confidentiality requirements in all communications with external facilities, specialists, DME vendors, community organizations, and BH providers.

• Grow and enhance Paradigm’s Provider Network by negotiating contracts • Actively manage a team that involves mentoring/coaching the team • Monitor provider network performance and growth • Focus on growth, efficiency and performance of underdeveloped network segments/geographic locations • Directly manage, provide leadership and mentoring to any direct reports • Maintain accurate and up-to-date provider data in organization’s System • Assist with the enforcement of departmental quality assurance processes and procedures • Conduct regular reviews and audits of the provider network to ensure accurate data • Conduct and coordinate provider recruitment efforts • Utilize proprietary company information/programs to identify provider prospects • Recruit and contract with Provider’s • Foster and maintain productive professional relationships with Paradigm providers • Prepare written reports, correspondence, presentations, orientation materials, and other documentation • Perform research and analysis related to Provider network requirements • Conduct market research to identify gaps in the provider network • Facilitate the contracting process with Providers

• Grow the utilization and penetration of national client partners in your geography by developing clear localized strategy, deepening local relationships, and mobilizing cross functional teams to deliver consistent and competitive performance • Identify, pursue, and secure new commercial partnerships that expand Safelite’s footprint and accelerate growth. • Build a robust pipeline by targeting high-value prospects and developing tailored solutions that address their business needs. • Lead negotiations, pricing discussions, and partnership development with local commercial clients • Own the commercial strategy for your assigned area, including market prioritization, growth planning, and competitive positioning. • Serve as the primary owner for commercial performance in your territory, ensuring alignment across all cross functional stakeholders • Translate market intel and insights into actionable plans that drive revenue, customer satisfaction and operational excellence. • Drive accountability across functions to ensure commitments are met and customer expectations are exceeded. • Mobilize and coordinate internal teams to effectively execute and deliver on aligned SLA for our commercial clients • Partner closely with field operations leadership to ensure service excellence and create consistent communication and support for our commercial clients • Use data, insights, and performance metrics to identify opportunities for improvement and guide decision-making. • Leverage market intel, insights, and analytics to implement key market improvements and optimize our in market approach

About CrunchyrollFounded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love. Join our team, and help us shape the future of anime! Crunchyroll is seeking a Senior Manager, CX Insights (LATAM) to lead our Customer Experience (CX) Insights function across Latin America. Reporting to the Director of CX Insights & Analytics, this leader will transform customer feedback, operational data, and market insights into actionable recommendations that improve the fan experience and influence business strategy. This is a highly visible role that sits at the intersection of Customer Experience, Analytics, Product, Content, Marketing, Subscription, and Customer Support. You will be responsible for developing a comprehensive understanding of the LATAM customer journey, identifying opportunities to improve satisfaction and loyalty, and championing the voice of the customer throughout the organization. The ideal candidate combines strong analytical expertise, customer obsession, business acumen, and a deep understanding of the LATAM market. They are equally comfortable diving into data, presenting executive-level insights, and leading high-performing teams. What You'll DoLead Customer Insights Strategy - Own the CX Insights strategy for the LATAM region, ensuring alignment with Crunchyroll's global customer experience objectives. - Build a holistic view of the customer journey by integrating feedback, behavioral, operational, and market data. - Develop frameworks to measure customer sentiment, loyalty, satisfaction, effort, and retention drivers across the region. - Identify emerging customer trends, pain points, and opportunities that influence strategic priorities. Drive Actionable Business Impact - Translate complex data into compelling narratives and recommendations that influence decision-making across Product, Marketing, Content, Subscription, Commerce, and Customer Support teams. - Establish scalable mechanisms for surfacing customer insights to stakeholders and leadership. - Partner with regional and global teams to prioritize initiatives that improve customer satisfaction and business outcomes. - Quantify the impact of customer experience improvements and track progress against key performance indicators. Lead Voice of the Customer Programs - Own and evolve Voice of the Customer (VoC) programs across LATAM. - Design and optimize customer listening strategies, including surveys, feedback programs, support interactions, social insights, and community feedback. - Ensure customer feedback is systematically captured, analyzed, and integrated into business planning. Build World-Class Analytics & Reporting - Develop executive-level dashboards, reporting frameworks, and performance reviews. - Leverage advanced analytical techniques to identify drivers of customer behavior and sentiment. - Partner closely with Analytics, Data Science, and Research teams to enhance measurement capabilities and predictive insights. - Champion data quality, governance, and best practices for customer insights. Lead and Develop Talent - Build, mentor, and inspire a high-performing team of insights professionals. - Foster a culture of curiosity, accountability, innovation, and customer obsession. - Establish clear goals, development plans, and career growth opportunities for team members. What You'll BringRequired Qualifications - 12+ years of experience in Customer Experience, Customer Insights, Consumer Research, Analytics, Business Intelligence, Strategy, or related fields. - Including 3+ years of people leadership experience managing high-performing teams. - Proven experience leading customer insights programs within a subscription, digital product, streaming, entertainment, technology, or consumer-focused business. - AI and technology-forward mindset with experience evaluating and adopting innovative tools and methodologies to improve the speed, scale, and quality of customer insight generation. - Strong analytical capabilities with experience working across large datasets and customer feedback ecosystems. - Expertise in Voice of the Customer methodologies, customer satisfaction measurement, and customer journey analysis. - Demonstrated ability to influence senior leaders and drive cross-functional alignment. - Exceptional communication, storytelling, and executive presentation skills. - Professional fluency in Spanish and English. Preferred Qualifications - Experience working across multiple Latin American markets. - Familiarity with streaming, media, entertainment, gaming, or fan-driven consumer businesses. - Experience with customer feedback platforms, survey tools, CRM systems, and modern BI solutions. - Knowledge of advanced analytics, predictive modeling, experimentation, or customer segmentation methodologies. - Portuguese proficiency is a plus. Success in Your First YearIn your first year, you will: - Establish yourself as the leading voice of the LATAM customer within Crunchyroll. - Build trusted partnerships with regional and global stakeholders. - Elevate the maturity of our Voice of the Customer and CX measurement programs. - Deliver insights that directly influence customer experience improvements and business performance. - Develop a scalable framework for understanding and communicating the evolving needs Why you will love working at CrunchyrollIn addition to getting to work with fun, passionate, and inspired colleagues, you will also enjoy the great benefits and perks: About our ValuesWe want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value - Courage. We believe that when we overcome fear, we enable our best selves. - Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding. - Kaizen. We have a growth mindset committed to constant forward progress. - Service. We serve our community with humility, enabling joy and belonging for others. Our commitment to diversity and inclusionOur mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business. We are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation. Questions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs Please refer to our Candidate Privacy Policy for more information about how we process your personal information, and your data protection rights: https://tbcdn.talentbrew.com/company/22978/v1_0/docs/spe-jobs-privacy-policy-update-for-crpa-dec-21-22.pdf Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.