Respond to customer inquiries via telephone and written correspondence in a timely and appropriate manner.
Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources.
Provide assistance to members and/or providers regarding website registration and navigation.
Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application.
Process written customer correspondence and provide the appropriate level of timely follow up.
May coordinate member transportation and make referrals to other departments as appropriate.
Maintain performance and quality standards based on established call center metrics including turn-around times.