• Serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers • Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints • Receives and responds to routine member and/or provider inquiries, requests and/or concerns • Mitigates and prevents complaints from being escalated to resolve in initial contact • Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns • Resolves basic problems by communicating the requested information • Maintains performance and quality standards based on established contact center metrics • Provides customer service in a high pace contact center environment over the phone, via live chats and emails • Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications