• Handle high volumes of inbound and outbound patient billing calls • Address inquiries and complaints related to professional and facility services • Explain insurance responsibilities and communicate denial reasons • Help patients understand the medical billing process for services rendered • Resolve billing inquiries and complaints, ensuring accurate documentation of all interactions • Perform required actions to correct balances found to be in error • Analyze all details of accounts for accuracy and resolve insurance questions • Research all patient complaints and inquiries in a timely manner

• Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines. • Manage day to day activities of patient and health care provider support requests and deliverables across multiple communication channels in a Contact Center i.e. Phone, Fax, Chat, email, etc. approximately 50 percent of time • Ensure all support requested is captured within the Case Management system • Serve as subject matter expert for program team responding to questions in a timely manner • Conduct quality call monitoring for program team as directed by program leadership • Escalate issues identified by self or project team to appropriate program leadership • Ensure timely processing and resolution of cases meeting productivity and quality requirements • Escalate complex cases, when appropriate • Coordinate all appropriate aspects of patient case management through to completion, using effective interpersonal skills to manage interactions • Educate Health Care Providers and patients on available on Patient Support programs and referral process to ensure timely case processing • Communicate effectively with payers, pharmacies, third party administrators and other departments • Perform in-depth research into patient's medication coverage (may include benefit investigation/prior authorization/appeals and available support programs) • Conduct Quality Monitoring • Follow all requirements associated with compliance to program guidelines and relevant regulations, including HIPPA and patient privacy.

• Coordinate new hire, progression and enhancement training • Train new and existing employees on client projects emphasizing customer confidentiality and security • Develop non-classroom communication and training materials • Assess individual participant and class performance • Participate in minor client interaction including effective curriculum feedback and client visits • Demonstrate the highest standards of ethical and professional conduct in dealing with new employees • Thrive as a team player in a fast paced, high energy, change oriented environment • Ensure all policies and procedures are adhered to including Security, HR, Operations, etc. • Perform other related duties and assignments as required and assigned by supervisor or manager

• Provide an outstanding customer service experience • Create Service Orders (customer requests), routing the request to the customer's nearest store • Answer customer questions and handle complaints • Follow up with customers and internal teams