• Research, verify and resolve inquiries related to Oregon Health Plan (OHP) or Medicare eligibility • Respond and assist members with Primary Care Provider (PCP) assignments • Collaborate with others within Customer Experience and other CareOregon departments to service the member customers • Explain OHP or Medicare benefit coverage; provide additional information about community resources • Collaborate with providers, Division of Medical Assistance Programs (DMAP), and members to ensure effective customer service • Use Call Tracking system to document all communications and activities in relation to members, providers and other customers • Maintain confidentiality for all members • Coordinate mailing of member materials as needed • Treat all members with honesty, courtesy, dignity and respect • Provide members with professional, timely, and competent service • Identify and report any system or process issues; contribute suggestions for improvement • May assist with outbound calls to Medicaid or Medicare members such as welcome and retention calls