• Responds to incoming payer/applicant phone calls and emails, resolving various issues related to their payment accounts and provides follow-up on inquiries. • Makes outbound phone calls and sends emails associated with account research and problem resolution. • Actively display a “can do” attitude and uphold the Performance Based Organization (PBO) principles. • Answer incoming calls from the ACD line/e-mail inquiries as a top priority and engage callers one-on-one, serving as a positive first point of contact. • Assist payers/applicants in setting up accounts. • Provide pertinent information to educate payers/applicants on their account. • Update demographic and additional information on payer/applicant account. • Contact payers/applicants regarding their accounts, when necessary, including outbound contact when appropriate. • Independently troubleshoot and provide problem resolution to address payer/applicant issues or needs by displaying ownership on escalated calls. • Model and promote good attendance behaviors within the department. Arrive on time and be prepared to take phone calls at scheduled start time. Attend work each scheduled day for the entire shift scheduled. Request leave time in advance of the need. Limit unplanned absences, and when there is an unplanned need to be absent, notify your supervisor or a member of management as soon as the need arises. • Meet and/or exceed department standards of quality and quantity as per department policies.