Provide frontline member support through phone, chat, and email. Explain healthcare benefits and claims, guide members toward quality care, resolve complex issues, de-escalate concerns, collaborate across departments, escalate feedback, follow evolving procedures, and protect member privacy under HIPAA and data security requirements.

Manage weekly member payment cycles, funding, controls, reconciliations, partner file delivery, error resolution, and payment issue investigations. Support client and partner launches, maintain payment reporting and dashboards, improve workflows and documentation, and use automation or AI tools to increase reliability. The role also communicates risks proactively and coordinates with internal teams, external partners, clients, and members to resolve issues accurately and on time.