• Make a high volume of outbound calls daily to members regarding cases received from health plans. • Collect and verify member information by phone, ensuring accuracy and completeness. • Accurately document all member interactions and update records in the system before case assignment. • Perform repetitive outreach and data verification tasks with consistency and attention to detail. • Address member questions or concerns, escalating to a Client Services Consultant as needed. • Collaborate with the Client Services team to ensure smooth handoff and thorough information transfer. • Conduct follow-up calls as necessary to gather outstanding information prior to case assignment. • Adhere to company policies, procedures, and all data privacy regulations while handling sensitive information.

• Respond to high volume of inbound client/customer requests • Provide information and process customer profile changes • Document customer interaction in the appropriate systems

• Contribute to the application management of our Contact Center initiatives • Partner on our enterprise strategy and manage application sustainment, enhancement, and/or new development • Define and drive the vision, strategy, and roadmap for applicable contact center capabilities • Contribute to the enterprise strategy for contact center and lead execution of enhancements and projects • Develop and maintain strong partnerships with key stakeholders on overall platform strategy and architecture from ideation through implementation • Stay up to date on emerging contact center technology to inform future direction • Develop, implement, and maintain a governance strategy to ensure consistent and efficient standards for decision-making, escalation, and issue management in collaboration with contact center engineering and business counterparts • Lead technical governance for all contact center products, including routing, workforce management, quality management, and reporting • Ensure adherence to governance, data privacy, and regulatory standards • Achieve technical alignment for product features and enhancements • Champion agile development and iterative delivery models • Liaise with the contact center engineering team to coordinate production migrations, shared architecture governance, and collaboration as needed • Act as the primary liaison between internal clients and key stakeholders to ensure satisfaction with products and services • Manage communication of priorities to stakeholders in a proactive manner

• Provides initial customer service to all Patient Navigation Center contacts for multiple Lone Star Circle of Care (LSCC) service lines • Performs insurance verification or sliding fee program screenings for patients in accordance with LSCC guidelines • Assesses patient requests and implied needs, using probing and clarifying questions • Assists patients with scheduling, confirmations, cancellations and rescheduling of appointments