• Serves as the first-line advocate focusing on resolving inquiries, issues, or concerns for members and/or providers • Leverages a variety of communication channels to provide timely, accurate, and personalized support on routine complaints • Receives and responds to routine member and/or provider inquiries, requests and/or concerns • 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 member or provider information and communications for quality and performance tracking