• Provide care management and advocacy support to high acuity members participating in renal care programs • Effectively service and maintain an assigned caseload of up to 125 high acuity managed members • Complete member education calls to support the long-term success of members engaged in the ImpactAdvocate program • Adhere to workflows and processes that support meeting reporting requirements, NCQA guidelines as well as align with established care paths and intervention protocols for optimal clinical and financial outcomes.

• Provide accurate documentation on all maintenance and repair events. • Verify that all repair and maintenance work is necessary and done at a fair price. • Negotiate repairs when appropriate and document all instances where a cost savings is realized. • Ensure appropriate preventative maintenance schedule is followed. • Maintain monthly performance goals at or above the established goal. • Offers assistance willingly and makes a positive contribution to morale. • Respond positively to change, remains calm and professional under pressure and accept constructive criticism positively. • Maintains a professional image and demeanor.

• Assist customers who need help and certainty when their move does not go as planned. • Handle incoming customer calls in both Spanish and English. • Initiate outbound calls to customers, roadside assistance service providers, and other personnel for support. • Follow established methods and procedures to ensure customer safety. • Handle files with calm urgency, professionalism, and care while meeting quality-related metrics and goals.

• Manage a high volume of inbound and outbound calls and other customer contacts in a timely and professional manner. • Address and resolve customer complaints and inquiries regarding billing statements, payments, and account adjustments. • Contact customers with overdue accounts to solicit payment or negotiate realistic payment plans, while adhering strictly to the Fair Debt Collection Practices Act (FDCPA) and other relevant regulations. • Troubleshoot and provide updates on service problems and outages, escalating complex technical issues to the appropriate departments (e.g., L2 or L3 support). • Review customer accounts, identify problems, and process necessary changes, credits, or service disconnections/reconnections as required. • Maintain accurate and detailed records of all customer interactions and transactions within the CRM system. • Utilize strong problem-solving skills to find effective solutions and provide accurate information about products, services, and policies. • De-escalate situations involving dissatisfied customers, remaining calm and professional under pressure. • Collaborate with other departments to ensure timely and thorough resolution of customer issues. • Strive to meet and exceed individual and team performance metrics (KPIs) such as call volume, resolution time, and customer satisfaction ratings.