• Communicate and provide education to members and providers on insurance plan benefits and digital health solutions. • Use negotiation and motivational interviewing techniques to increase engagement. • Provide both proactive outreach and reactive support to members through phone, email, and text. • Employ active listening & motivational interviewing skills, and can handle difficult calls tactfully, courteously, professionally and document accordingly that can build patient trust and engagement. • Ability to effectively excel in a virtual work environment through active participation in team huddles, Supervisor 1:1s, Instant Messaging, or check-ins, efficiently answering and documenting member/provider calls. • Accurately track and document work on a variety of internal software tools and platforms. • Consult with supervisors, utilization management team, medical directors, as needed to overcome barriers. • Effectively manages escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure. • Assist departmental staff with coding, medical records/documentation, pre-certification, reimbursement, and claim denials/appeals. • Ability to interact with external facility or providers as needed to gather clinical information to support the medical necessity review process and plan of care.