1. Monitor all incoming, online requests for information and assign to the appropriately trained Customer Relations staff person. Multiple factors including the requester's plan type, employer group, authorization level, and other external factors including work queue volume, national accreditation service level agreements, and performance guarantee must be accounted for.
2. Manage staff's inquiry volume in a manner that maximizes Customer Relations' ability to ensure all communication channels are performing optimally to meet all service level agreements and groups' performance guarantees that may include large financial penalties.
3. Coordinate timely, accurate responses to on-demand requests for information through highly accessible and thorough in-house proofing protocol and ensure complete archiving of inquiries that meets all legal requirements for record retention, operational responsibility, and reporting capabilities.
4. Support all servicing channels that Customer Relations offers to our members and providers including phone and direct servicing in our community.
5. Conduct training and complete quality assurance audits that ensure timeliness, accuracy, professionalism, and an optimal customer experience; and providing timely, relevant coaching in professional and constructive manner.
6. Generate reports as requested that illustrate volume, timeliness, accuracy, and assignment diversification.
7. Other duties as assigned.