• Answer inbound calls from consumers, prospective enrollees, and those acting on their behalf, providing information on policies, procedures, and privacy protocols. • Track and document all inquiries using the designated systems. • Complete tasks according to established guidelines and quality assurance metrics. • Assist consumers with changes to their applications and reset passwords for self-service. • Check application status and verify coverage effectiveness. • Escalate calls or issues to appropriate staff when needed. • Facilitate translation services for non-English speaking callers. • Attend training and meetings to maintain up-to-date knowledge of all programs and systems.