• Researches, investigates and coordinates resolution to member and/or provider complaints • Utilizes IMAC database to extract complaint information and tracking log • Ensures complaint resolutions meet State timing requirements to ensure compliance • Gathers data to compile monthly and quarterly statistical reports • Conducts extensive follow-up with internal areas • Writes complaint resolution letters to physicians and members • Reviews the complaint database report weekly and follow-up on outstanding issues • Completes and/or assist with monthly reporting requirements • Performs any other duties as assigned by management.