• Performs as the advocate that focuses on resolving routine inquiries, issues or concerns for members and/or providers. • Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints and escalations. • Assesses and researches routine member and/or provider inquiries, requests and/or concerns to determine causes and initiates corrective actions to other service or technical departments for follow up as needed. • Mitigates and prevents complaints from being escalated to resolve in initial contact. • Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns. • Provides support on various member or provider issues to ensure customers receive high-quality service. • Maintains performance and quality standards based on established contact center metrics. • Provides customer service in a high pace contact center environment over the phone, via live chats and emails. • Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications. • Remains up-to-date and adheres to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance.