• Create a positive first impression with our members by gathering all necessary information to ensure seamless first-time use at their pharmacy or provider’s office. • Be enthusiastic and welcoming in your conversation while explaining the benefits of their membership. • Manage member inquiries via incoming calls, emails, or chats within established turnaround times. • Ensure first attempts to contact new members are made within 24-48 hours from when a file is made active. • Identify and resolve members needs to achieve the ultimate customer experience. • Ability to guide our members through registering for their Member Portal access. • Listen to member or client service problems, determine the root cause of the issue and present options to bring the issue to resolution. • Document all communication and upload appropriate documents to our internal database. • Create and maintain clear and concise documentation of member conversations within the internal database. • Hand off members to Member Care Services team once fully onboarded by providing any special requests or issues to the team.