• Healthcare Customer Service Representatives field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns. • Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns. • Calmly attempt to resolve and de-escalate any issues. • Escalate interactions when necessary and appropriate. • Respond to requests for assistance and/or possible processing payments. • Track all call related information for auditing and reporting purposes. • Provide feedback on call issues. • Upsell if required.

• Field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns. • Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns. • Calmly attempt to resolve and de-escalate any issues. • Escalate interactions when necessary and appropriate. • Respond to requests for assistance and/or possible processing payments. • Track all call related information for auditing and reporting purposes. • Provide feedback on call issues. • Upsell if required.

• The Learning Facilitator II will be responsible for the delivery, and evaluation of training programs that enhance the skills and knowledge of employees. • Will work under the general direction of their supervisor and functional peer groups. • Interaction normally requires the ability to gain cooperation of others, while building productive relationships with internal and/or external stakeholders. • This role requires a passion for facilitation, a general understanding of adult learning principles, and the ability to adapt to the needs of a diverse learning audience.

• Provide a high-quality experience to our customer at all times, through multiple communication channels achieving designated KPI’s associated with the role. • Actively promote products and services to our customers, explaining products and making recommendations based on customer driven information. • Actively seek opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty. • Manage day to day contacts: Deliver accurate, professional and timely support to customers during the examination and education registration process and strive to achieve first time resolution on every contact. • Resolve customer concerns through the case management system; create cases for each contact handled. • Assist customers and candidates with items such as: password resets; contact or profile change requests; “how-to” issues concerning website use; certification process and renewal related issues/inquires; extensions; etc. • Process payments for annual maintenance fees and diagnoses payment errors. • Register customers for seminars. • Multitask through multiple web applications: Case Management System, Live Person Agent Desktop and IntelliVUE, etc. • Recognize, document, and inform the regional manager regarding trends in customer correspondence. • Escalate complex inquires / requests to subject matter experts. • Carry out effective outreach to customers as required. • Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries. • Perform miscellaneous duties as assigned.