• 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.

• Support initiatives to resolve gaps in care through direct provider and member outreach, collaboration with provider engagement, and leveraging our pharmacy network capabilities • Ensure that all recommendations are consistent with the latest guidelines or otherwise supported by the clinical compendia • Provide clinical pharmacy support to pharmacy technicians as they conduct outreaches to members regarding med adherence, resolve existing barriers to adherence, and use motivational interviewing to improve health of our members • Collaborate internally with Marketing, IT, and Enterprise Analytics to assist with the creation of strategic digital communication channels for member outreach • Identify and resolve same-day grievances reported by members in a timely manner consistent with our policies and procedures • Oversee and maintain compliance with all State and Federal agencies • Precept Pharmacy Residents and Students • Ensure all clinical criteria is in compliance with Center of Medicare and Medicaid Services (CMS) and the New York State Department of Health (NYSDOH)