• Responds to incoming payer/applicant phone calls and emails, resolving various issues related to their payment accounts • Provides follow-up on inquiries • Makes outbound phone calls and sends emails associated with account research and problem resolution • Actively display a “can do” attitude and uphold the Performance Based Organization (PBO) principles • Answer incoming calls from the ACD line/e-mail inquiries as a top priority • Engage callers one-on-one, serving as a positive first point of contact • Assist payers/applicants in setting up accounts • Provide pertinent information to educate payers/applicants on their account • Update demographic and additional information on payer/applicant account • Contact payers/applicants regarding their accounts, when necessary • Independently troubleshoot and provide problem resolution to address payer/applicant issues or needs • Model and promote good attendance behaviors within the department • Meet and/or exceed department standards of quality and quantity as per department policies