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• Manage inbound and outbound calls to schedule client appointments accurately and professionally. • Process appointment requests received through email and other communication channels while ensuring all required information is captured and documented. • Reschedule missed appointments, correct scheduling errors, adjust appointments based on case changes, and ensure all updates are accurately reflected in scheduling systems. • Conduct courtesy calls regarding delays, schedule changes, appointment confirmations, and service updates while maintaining a professional and client-focused experience. • Monitor, document, and respond to voicemail messages within established service-level expectations to ensure timely client communication and issue resolution. • Notify Team Leads regarding counselor delays, no-shows, client complaints, scheduling conflicts, or escalation requests requiring management intervention. • Maintain accurate records of client interactions, appointment activity, scheduling updates, and communication logs while ensuring data integrity and compliance.

• Manage a team of agents, ensuring adherence to KPIs such as productivity, quality, attendance, and client-specific metrics • Conduct regular coaching sessions, performance reviews, and provide ongoing feedback • Monitor calls, tickets, or outputs to ensure compliance with quality standards • Track, analyze, and report on team performance using dashboards and operational reports • Handle escalated issues from clients or internal teams • Monitor attendance, adherence, and schedule compliance

• The Accounts Receivable Agent is responsible for managing the lifecycle of outstanding invoices within a legal campaign. • This role focuses on researching past-due accounts, proactively contacting clients via phone and email to secure payments, and providing exceptional customer service to resolve billing discrepancies. • The specialist will guide clients through payment arrangements while ensuring all administrative documentation meets high accuracy and compliance standards.

• Review financial statements, billing records, and supporting documentation to ensure accuracy, completeness, and compliance with program requirements. • Identify inconsistencies, missing information, or errors within financial records and flag them for further review or resolution. • Analyze financial information to ensure data integrity and alignment across multiple documents and systems. • Maintain accurate and organized records of all reviews, findings, and supporting documentation. • Clearly communicate discrepancies and recommendations to internal teams to support timely resolution. • Assist with additional tasks and process-related duties to support overall team efficiency.

• Oversee daily insurance case management operations including authorizations, claims processing, and care coordination to ensure efficiency and accuracy. • Lead Team Leads, Supervisors, and Case Managers; conduct coaching, performance reviews, and corrective actions to drive results. • Monitor productivity, accuracy, QA scores, utilization, and turnaround times to ensure all SLAs are consistently met. • Manage staffing levels, workflow distribution, and case prioritization to meet client demand and optimize performance. • Act as the primary point of contact for clients; manage escalations, expectations, and maintain strong relationships. • Prepare and present operational reports, insights, and lead Weekly/Monthly Business Reviews. • Ensure adherence to HIPAA regulations, data privacy standards, and internal compliance requirements. • Identify operational gaps and implement process improvements to enhance efficiency and service delivery.