• Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines. • Manage day to day activities of patient and health care provider support requests and deliverables across multiple communication channels in a Contact Center i.e. Phone, Fax, Chat, email, etc. approximately 50 percent of time • Ensure all support requested is captured within the Case Management system • Serve as subject matter expert for program team responding to questions in a timely manner • Conduct quality call monitoring for program team as directed by program leadership • Escalate issues identified by self or project team to appropriate program leadership • Ensure timely processing and resolution of cases meeting productivity and quality requirements • Escalate complex cases, when appropriate • Coordinate all appropriate aspects of patient case management through to completion, using effective interpersonal skills to manage interactions • Educate Health Care Providers and patients on available on Patient Support programs and referral process to ensure timely case processing • Communicate effectively with payers, pharmacies, third party administrators and other departments • Perform in-depth research into patient's medication coverage (may include benefit investigation/prior authorization/appeals and available support programs) • Conduct Quality Monitoring • Follow all requirements associated with compliance to program guidelines and relevant regulations, including HIPPA and patient privacy.