• Own inbound patient contact function and lead contact center operations • Structure the inbound team to reach the next level with specialized roles • Establish protocols, scripting, and escalation pathways for team standards • Build and own shift schedules across the PEC team, aligning staffing to forecasted call volume • End-to-end ownership of contact center performance including service levels, queue KPIs, and patient satisfaction • Final point of operational escalation for complex floor issues • Configure IVR, call routing, and queue structure for patient efficiency • Run consistent reviews and set QA standards for inbound PEC performance and development • Drive process development across functions and design workflows that scale

• Manage the day-to-day activities of multiple outsourced contact center sites. • Model the highest standards of client service while ensuring the BPO partners maintain and exceed all requirements of the business and KPI's. • Ensure program staffing aligns with forecasted business needs. • Partner with program managers and serve as an escalation point for complex client issues and complaints while providing guidance with difficult calls or issues. • Mitigate operational risk by ensuring that policies and procedures are adhered to for production efficiency, safety and compliance in conjunction with company and state/federal regulations and guidelines. • Performance quality management - partner with the Quality Assurance Leader to monitor, assess and document performance planning with program managers to ensure QA is exceeded and plan for ongoing improvement. • Serve as point of contact on special projects both internal and external to Contact Center. • Plan and lead WBR meetings with all BPO partners to evaluate performance and other meetings as appropriate to mitigate areas needing improvement. • Assess dashboards, team tracker and reporting needs that are focused on departmental efficiencies. • In conjunction with the Contact Center Director, implement/executive strategy, adjusting to changing business needs.

• Answers incoming calls/chats from customers to answer inquiries and questions, handle complaints, troubleshoot problems and provide information of a non-technical nature. • Responds to customer inquiries, provides customers with product and service information and processes orders, forms and applications. • Utilizes mechanized systems to initiate and complete service orders and handle customer requests. • Researches required information using available resources. • Identifies and escalates priority issues and complaints. • Follows up customer calls where necessary. • Completes call logs and produces call reports and/or metrics. • May be required to work in one or multiple queues/skill sets (e.g., general support, travel reservations, finances).

• Answers customer calls • Provides customers with products and service information • Determines requirements by working with customers • Handles customers inquiries • Sells additional parts and services by recognizing opportunities to up-sell • Explains new features or information to customers • Manages and resolves customer complaints • Research required information using available resources • Fulfills customer requests • Completes transactions and process orders • Routes calls to appropriate resource if needed • Documents all call information according to standard operating procedures • Completes call logs