- Assist in handling member inquiries (tickets) accurately and efficiently.
- Actively leverage automation tools and AI software to speed up resolution times.
- Assess the urgency of incoming requests to prioritize critical cases and manage escalations.
- Conduct outbound calls to healthcare providers and members to schedule appointments and verify information.
- Identify scheduling bottlenecks or workflow trends and suggest improvements.
- Deliver high-standard service tailored to the US customer base.
- Keep team leadership and members updated in real time regarding ticket progress and blockers.