• Provide exceptional member service through prompt, accurate, and knowledgeable responses to member inquiries and complaints • Maintain ownership of member issues from receipt of the initial request to resolution • Follow up with members to ensure their issues have been resolved to their satisfaction • Maintain a comprehensive understanding of the company's products and services • Utilize member feedback to identify opportunities for improvement and report trends • Assist in developing initiatives to enhance member experience and satisfaction • Manage inbound and outbound member inquiries via phone, SMS, and our online messaging platform. • Escalate unresolved member questions to the appropriate department to ensure a quick turnaround for all member inquiries • Ability to think on your feet and de-escalate member situations • Assist members with renewal questions and encourage continued care • Collect feedback from members and process cancellations and attempt to retain members • Support members’ scheduling and member portal navigation needs and– troubleshooting as needed • Other duties as assigned