Senior Client Support Representative - Client Support (Tier 2)

Essential Duties and Responsibilities
-    Respond effectively to inbound and outbound customer, provider, or stakeholder contacts via telephone, Interactive Voice Response (IVR), written correspondence, or system workflows.
-    Provide accurate, unbiased information regarding eligibility, enrollment, services, and program requirements across multiple contract programs.
-    Investigate, analyze, and resolve complex or escalated issues originating from multiple service channels, including contact center, operations, research, and interface processes.
-    Research beneficiary or case history, interpret data from multiple systems, and report findings or recommendations to management as needed.
-    Process enrollment, disenrollment, and other program transactions in accordance with established production, quality, and compliance standards.
-    Access, read, and interpret customer, beneficiary, provider, and system data elements to support issue resolution.
-    Maintain up to date knowledge of programs, policies, procedures, and contract compliance requirements and apply them accurately to case resolution.
-    Serve as a liaison or support resource for internal teams, health plans, or external partners by researching inquiries and coordinating resolution efforts.
-    Provide backup support to operational functions as needed, which may include contact center operations, forms processing, research, interface tracking, or mailroom support.
-    Anticipate potential issues, identify trends or risks affecting operations or service delivery, and proactively escalate concerns to management.
-    Provide feedback to leadership regarding staff performance, training needs, or process gaps.
-    Recommend procedural, workflow, or process improvements to enhance accuracy, efficiency, and compliance.
-    Review knowledge base content, reference materials, or system documentation and make recommendations for updates or improvements.
-    Participate in special projects, audits, or initiatives as assigned.
-    Support the development and delivery of training or knowledge sharing activities when needed.
-    Establish and maintain effective working relationships with internal teams, supervisors, and external partners.
-    Meet or exceed established productivity, quality assurance, and performance standards.
-    Maintain confidentiality and security of customer, provider, and program information at all times.
-    Perform other related duties as assigned by management.

- Call Center service experience preferred