• Manage the daily workload of customer support agents, ensuring timely case handling and proper case management practices. • Conduct weekly 1:1 meetings with direct reports and provide performance-based coaching and feedback. • Support onboarding and training of new team members. • Partner with Team Leads and management to coordinate meetings, workflows, and team initiatives. • Ensure consistent use of support tools and resources, including macros, knowledge articles, AI tools, and conversation tracking processes. • Monitor staffing, scheduling, and team coverage needs. • Act as a subject matter expert (SME) for product updates, workflows, and procedural changes. • Identify opportunities for workflow improvements, automation, and process simplification. • Ensure company policies and procedures are consistently followed. • Maintain and support accurate internal documentation and training resources.

• Responsible for responding to customer inquiries • Performs research as needed to resolve inquiries • Reviews and adjudicates claims and/or non-medical appeals • Determines whether to return, deny or pay claims following organizational policies and procedures • Ensure effective customer relations by responding accurately, timely, and courteously to inquiries • Handles situations which may require adaptation of response or extensive research • Identifies incorrectly processed claims and processes adjustments and reprocessing actions according to department guidelines • Ensure claims are processing according to established quality and production standards • Identifies complaints and inquiries of a complex level that cannot be resolved following desk procedures and guidelines

• Assist French-speaking customers via phone, email, and chat • Resolve issues and respond professionally and empathetically • Deliver positive and lasting customer experiences • Use internal systems and tools efficiently • Contribute to a motivated and collaborative team environment

• Assister les clients francophones via téléphone, email et chat • Résoudre les problèmes et répondre de manière professionnelle et empathique • Offrir des expériences clients positives et durables • Utiliser efficacement les systèmes et outils internes • Contribuer à un environnement d'équipe motivé et collaboratif