JOB DESCRIPTION Job Summary
Provides support for member engagement and member retention activities. Represents members in areas involving member impact and engagement including: appeals and grievances and member issue research and resolution. Provides new and existing members with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Resolves member inquiries and complaints fairly and effectively. Provides product and service information to members, and identifies opportunities to maintain and increase member relationships. Recommends and implements programs to support member needs, and develops/maintains member materials.

**Essential Job Duties**

• Provides direct telephonic assistance to members and/or member family members seeking to resolve issues or complaints; seeks to engage and retain new and existing members.
• Ensures enrollee's rights are upheld and helps enrollees understand their rights and be...