• serve as the primary contact for a portfolio of Mid-Market clients • efficiently manage and process high-volume transactional casework • troubleshoot and resolve common to moderately complex client issues • develop a deep knowledge of systems and processes used by Mid-Market clients • identify recurring client issues and escalate for resolution • assist Solution Analysts with data gathering for client projects • formally document all client communications • collaborate closely with Solution Analysts for seamless service experience • participate in training, coaching, and mentoring sessions • adhere to all security policies and maintain patient privacy