Serve as primary contact for members and providers via inbound/outbound channels. Provide empathetic, HIPAA-compliant support, resolve benefits/claims issues, conduct enrollment and clinical outreach, document interactions, escalate clinical concerns, and meet outreach and quality targets within dialer-based workflows.

Lead technical onboarding and integration of clinical and claims data, manage EMR/API/SFTP integrations, design data flows and documentation, perform data QA/validation, troubleshoot issues, and manage go-live and post-implementation support.

Own the end-to-end lifecycle for an in-house conversational automation product (Rose). Partner with clinical operations to prioritize use cases, manage projects from requirements to deployment, analyze performance data, ensure regulatory and clinical compliance, conduct call audits, drive adoption, and communicate status and risks to senior leadership.