• Maintain excellent quality standards for all client programs; adhere to program scripts and guidelines • Accurately collect information required by individual programs and correctly capture in specific program databases • Exhibit effective communication and tele-management skills • Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed • Possess effective organizational skills, including working with multiple projects simultaneously • Adhere to all company policies and Standard Operating Procedures • Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed • Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA)