• Manage an active caseload, processing various services through product delivery. • Correspond with customers in writing using correct templates and customer instructions. • Obtain necessary information and documentation to complete requested services. • Educate customers on available services and Medicare Secondary Payer Compliance. • Accurately review and enter data into the case management system according to requested services. • Prepare documents, templates, and other correspondence as needed using multiple software programs. • Review medical records to obtain rated ages. • Responsible for electronic file organization. • Receive and respond to telephone calls and emails, addressing customers' questions and concerns. • Collaborate with all teams to meet customer needs and internal service standards. • Work diligently to earn and maintain customer trust. • Escalate customer concerns to the Team Leader for review and resolution. • Review assigned exception reports. • Prepare a daily Work Condition Report. • Foster team cohesion by consistently demonstrating diplomatic, professional, and effective written and verbal communication. • Strictly adhere to company confidentiality policies and procedures, safeguarding sensitive information at all times.