- Serve as the first point of contact for clients seeking support services, appeals, grievance, social service needs, billing issues, and insurance coverage.
- Listen actively to client concerns, respond with empathy, and deliver accurate, timely solutions across communication channels (phone, chat, email).
- Support clients navigating complex issues including appeals and grievance submissions and status updates.
- Provide warm handoffs to internal specialists or external partners when additional expertise or intervention is needed.
- Document all interactions clearly and accurately in the CRM system to ensure continuity of care and compliance with policies.
- Recognize urgent or high-risk issues and escalate appropriately using established protocols.
- Maintain up-to-date knowledge of service offerings and regulations.
- Collaborate cross-functionally with internal departments.
- Participate in quality improvement efforts, team meetings, and feedback sessions to ensure excellent client experience.
Problem SolvingOrganizational skillsTime Management+4 more