• Thorough understanding of plans, their benefits and features • Educating callers in a conversational manner utilizing probing questions • Handle inbound calls in a courteous and efficient manner while utilizing listening and comprehension skills and proper grammar • Provide optimal caller experience by effectively utilizing all resources to ensure single call resolution • Maintain our high standard of professionalism and conduct • Acquire caller and enrollment related information and input all information into multiple tools while multi-tasking with accuracy • Work closely with internal Medical Mutual of Ohio and external Consumer customers • Accept feedback from Quality Analysts, supervisors, and other sources