Pearl Interactive Network

• Provide exceptional support to members during the open enrollment period • Ensure accurate information is provided about dental insurance plans • Handle a high volume of inbound calls

• Provide leadership to the sales and account management processes and for growing revenues across the full breadth of Pearl Interactive Network (PIN) solutions. • Retain and grow revenue and account share. • Understand customer business and service requirements to develop "tailored" PIN solutions. • Direct tactical implementation of developed business plan for account to meet or exceed sales, marketing and customer satisfaction objectives. • Interface and direct sales and operations strategies that fit continually changing customer needs. • Interface with key customer executives in a professional and mutually beneficial partnership. • Responsible for entire sales cycle, including bid preparation and closing.

• Providing assistance, services, resources, referrals, and consultation on various Non-Medical Counseling (NMC)/Employee Assistance Programs (EAP) and work/life issues to military service members and their families. • Handling and managing high-risk calls with professionalism and in accordance with established protocols. • Maintain the highest degree of sensitivity, compassion, and respect for service members and their families. • Conduct comprehensive professional assessments of users’ needs for core NMC/EAP and work/life services. • Meet requirements for and act as a mentor to new and less experienced triage consultants. • Ensure all calls are handled according to contractual service standards. • Act as a clinical Point of Contact (POC) for the supervisors when indicated by business needs. • Educate participants on specialty program offerings, promote services, and demonstrate knowledge of military culture. • Assess the needs of the caller to ensure first-call resolution of all presented needs. • Demonstrate outstanding customer service. De-escalate callers, navigate resources, resolve complex concerns, and assess and take action in crisis situations. • Identify high-risk cases and respond as indicated under the direction of the supervisor and in accordance with established protocols. • Perform call follow-up and reporting as assigned. • Document all cases in the Case Management System (CMS).