• Manage inbound calls from customers regarding account inquiries, transactions, and fraud concerns. • Identify and respond to potential fraud using training, account data, and internal tools; escalate complex cases as needed. • Process fraud claims and disputes per client guidelines. • Clearly explain account issues and resolutions, ensuring a professional, empathetic, and confidential approach. • Conduct investigations with accuracy and care, documenting all actions and conversations in the case management system. • Support team operations with other duties and tasks as assigned.

• Perform outbound surveys from home with respondents and accurately record their answers. • Collect and record opinions on various topics including politics and customer satisfaction. • Help clients make informed business decisions through data collection.

• Lead the onboarding and training of all new SDR hires in a BPO/call center sales environment • Design, develop, and continuously improve sales training and enablement programs, including onboarding, product knowledge, sales methodology, and performance improvement modules • Create structured work modules and training content within an LMS platform • Manage, coach, and mentor SDRs and team leads to drive performance, quality, and consistency • Build, manage, and maintain lead lists in collaboration with sales and operations teams • Ensure SDRs are trained on lead management, outreach sequencing, and CRM best practices • Partner with sales leadership to align training programs with performance goals and KPIs • Implement and optimize operational processes, workflows, and sales enablement automations • Monitor SDR performance metrics and provide targeted coaching and retraining as needed • Serve as a subject matter expert on sales development best practices within a BPO environment

• Track and respond to calls for a multi-state nurse triage telephone service, receiving inbound calls from patients and placing outbound calls, while utilizing Schmitt-Thompson telephone triage protocols to document patient interactions effectively within clients’ EHR and/or a Call 4 Health platform. • Provide clinical assessment based on established protocols and triage patients by phone or through patient portal. • Provide administrative support and perform clinical tasks such as medication prescription refills per established protocols, notifying providers of critical results, and coordinating follow-up care post-discharge or post-operative. • Facilitate referrals and collaborate on addressing prior authorization requests that require clinical consultation, while also assisting with requests from other agencies such as hospitals, nursing homes, funeral homes, and Departments of Labor or Motor Vehicles. • Participate in Remote Patient Monitoring (RPM) initiatives by tracking patients' vital signs and delivering education on managing chronic diseases such as diabetes, hypertension, and COPD. • Screen and qualify patients for clinical trials. Perform follow-ups and patient education. • Carry out additional responsibilities as needed to assist the healthcare team and enhance the delivery of patient care.