• Ensure final resolution of each customer inquiry in a timely and courteous manner while documenting detailed information relevant to the contact. • Resolution may require system research and/or contacting experts in other areas of the company. • Strives for the company goal of “first time resolution” whenever possible. • Communicates in a clear and concise manner (whether orally or in writing) using business English, correct grammar, and precise vocabulary. • Interacts directly with customers, which may include members, groups, and providers to resolve issues related to the products and services and health insurance plans.