• Work with team members through ZenDesk, Slack, and internal medical records systems to review, upload and transcribe lab submissions, provide lab orders, escalate billing inquiries and various other requests • Execute manual insurance checks using existing processes and tools to ensure patients are eligible for treatment and resolve escalations • Follow established processes while providing insights and feedback for improvements • Maintain team SLAs to support internal stakeholders, including transcriptions per hour, email solves per hour, speed to resolution for eligibility escalations, and passing Quality Assurance checks • Assist with tasks, as needed, to support the larger Member Support and Virta teams • Facilitate applicant and patient communications while maintaining HIPAA compliance