• Provide intermediary service between Client Account Manager or designee and Call Center Communicators. • Support Vice President, Director, Supervisor, and Client Account Manager or designee in all project business initiatives and objectives. • Update training materials and conduct trainings as directed by Call Center Supervisor. • Investigate inquiries and complaints and handle escalations for program. • Inform Supervisor and Client Account Management Team of all system failures/slow-downs. • Assist with call monitoring; provide timely feedback to Call Center Communicators. • Be innovative, using creativity, imagination and information to develop ideas and suggestions for improvements. • Assist the management team with the compilation of individual monthly program metrics. • Disseminate all project information/directives to team. • Lead by example, adhering to corporate compliance and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership. • Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines. • Accurately collect information required by individual programs and correctly document data in specific project databases. • Complete and accurately document Adverse Events and Product Quality Complaints as per client and federal guidelines. • 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. • Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed. • Adhere to all company policies and Standard Operating Procedures. • Possess effective organizational skills, including working on multiple projects simultaneously. • 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).