Provides administrative and customer support for multiple cases, including class-member phone and email communication, documentation and claim processing, inbox management, time reporting, and special projects. Coordinates with project managers and internal departments to resolve escalations, maintain accurate records, test communications, and support administrative staff. Requires strong organization, multitasking, communication, customer service, and Microsoft Office skills. The role is hybrid in Philadelphia and includes occasional travel or company errands.

Analyzes operational data and business processes to identify inefficiencies, bottlenecks, and root causes. Maps workflows, evaluates outcomes using statistical methods, recommends and implements process improvements, and monitors results. Creates standard operating procedures and workflow documentation, communicates findings to stakeholders, and collaborates with cross-functional teams on process changes. Provides training and support for new processes and best practices.