• Answering incoming telephone calls • Providing eligibility and claim information to medical providers and members • Reviewing and interpreting plan certificates to determine covered benefits and limitations/exclusions • Investigating claim payment issues • Researching PPO websites/database as required to determine if claims are received and processed by the PPO network • Documenting telephone call reason and details in claim system • Monitoring and answering voice mail • Reviewing inventory tool for status requests from providers/members and responding professionally • Initiating check inquiries (check tracers) from providers and members to determine if claim payment was received • Understanding HIPAA Regulations and Requirements as it relates to Personal Health information • Educating medical providers and members on new technology available to access plan information • Using probing skills to identify customer questions/concerns regarding plan coverage/benefits and providing single call resolution • Maintaining minimum call standards in accordance with company policy, industry standard & other applicable TPA or SLA agreements • Completing special projects as required or requested by management

• Independently process travel claims in accordance with associated policies • Ability to read, analyze and interpret general business materials, technical procedures, benefit plans and regulations • Handle incoming calls from and make outgoing calls to claimants and suppliers in a professional, positive, and proactive manner • Consistently meet established performance standards, including quantity and quality claims processing standards • Maintain current knowledge of Plans and effectively apply this knowledge to the payment of claims, customer service, and all other job functions • Ability to function independently within established guidelines. • Maintain HIPAA compliance

- Handle inbound customer communications via phone and email professionally and courteously. - Deliver first-contact resolution and escalate issues when necessary. - Process orders, returns, and replacements accurately while maintaining price integrity. - Liaise with internal teams (Technical Support, Logistics, Sales) to complete order processes. - Manage back orders and update customers as stock becomes available. - Maintain up-to-date knowledge of company products and services to provide accurate information. - Keep customer records accurate and confidential in CRM systems.

• Provide daily loan support for all company employees via a ticketing system, inbound phone calls, email and in person for all company systems and software. • Provide guidance and troubleshooting assistance to Loan Officers, Loan Processors, Underwriters and others on the usage of loan origination systems and services. • Assist Loan Officers and Loan Processors in finding answers regarding loan eligibility and lending guidelines. • Responsible for loan level administrative tasks within the loan origination system. • Track tasks, activities and time spent within the ticketing system. • Provide customer service in person, on the phone and via ticketing system. • Collaborate among team members.