Position Summary : Assist supervisors in managing the call center, respond to emails and questions, maintain processes, and resolve complaints or disputes while ensuring high-quality service standards. This position will also assist with escalated inquiries and provide excellent customer service. Essential Duties and Responsibilities : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Support supervisors in managing employee adherence to schedules, complying with HIPAA/PHI regulations, and maintaining policies and procedures. Exhibit extensive product knowledge and communicate effectively with customers and internal stakeholders. Document interactions or incidents for review by supervisors and/or managers as needed. Escalate issues that require additional internal review to ensure timely resolution. Collaborate respectfully with internal and external stakeholders to enhance relationships and deliver exceptional customer service. Participate in mandatory/continuing education and skills competency training to maintain professional growth and development. Analyze data to address operational challenges and improve customer service. Promote the organization's vision and values through excellent communication and teamwork. Conduct quality assurance surveys with customers and report findings to the staff. Address customer complaints brought to your attention professionally and efficiently. Lead regular training sessions with the team to enhance their performance and promote a positive work environment. Motivate the team to perform at their best by recognizing achievements and providing constructive feedback. Other duties as assigned. Competencies: To perform the job successfully, an individual should demonstrate the following. Adaptability: Demonstrates openness to change and new ideas. Adapts to different situations and adjusts behavior accordingly. Manages multiple tasks and priorities effectively. Communication: Listens actively and asks relevant questions to understand needs. Expresses thoughts clearly and concisely both verbally and in writing. Maintains effective working relationships with colleagues and clients. Selects appropriate communication methods based on context. Cooperation: Shows a cooperative attitude and works collaboratively with others. Establishes trustworthy relations with colleagues and clients. Displays empathy and tact when interacting with sensitive topics. Offers support and assistance to colleagues and clients. Resolves conflicts constructively and efficiently. Works well in group problem-solving situations. Customer Service: Demonstrates caring and sensitivity towards customers. Addresses customer concerns promptly and courteously. Meets commitments and deadlines. Solicits customer feedback to improve service delivery. Dependability: Commits to fulfilling responsibilities and obligations. Follows instructions carefully. Adheres to attendance and punctuality guidelines. Takes responsibility for actions and decisions. Problem Solving: Generates creative solutions to complex problems. Gathers and analyzes information critically. Identifies potential problems early on. Solves problems effectively using available resources. Collaborates with peers to solve difficult problems. Qualifications : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience: High School Diploma or GED required At least one (1) year of experience in a call center environment preferred Medical or Health insurance background is highly desirable Skills: Excellent written and verbal communication skills; bilingual (English and Spanish) preferred; ability to multitask in a fast-paced environment.