• Answer incoming calls promptly and professionally, addressing member inquiries, and make outbound calls as needed. • Ability to remain calm and professional in high pressure situations. • Accurately document all interactions in the system, ensuring records are updated and complete. • Maintain confidentiality and comply with HIPAA and other healthcare regulations. • Escalate complex issues to supervisors or appropriate departments when necessary. • Meet or exceed performance metrics including call quality, handle time, and customer satisfaction.