• Respond to inquiries originating from a wide range of customer groups including members, providers and other departments and organizations • Communicate with customer groups via telephone, email and text as appropriate • Research, verify and resolve a broad array of inquiries, both simple and complex, related to Health-Related Services • Assist members with applying for Health-Related Services and obtaining information about the status of their requests • Provide clear communications, timely responses and high-level customer service • Use online tracking systems to document all activities and communications related to each Health-Related Services inquiry • Receive and apply updates on current, evolving policy and process changes related to Health-Related Services • Perform ongoing analyses of data and information to identify opportunities for improvement in operational efficiencies • Collaborate with teams inside and outside of the department to share information, obtain information and resolve customer inquiries • Partner closely with the Authorization team to gather and compile complete and accurate information for requests and coordinate any necessary outreach • Complete (off phone) administrative tasks and project work in an efficient and timely manner • Adhere to all Health Insurance Portability and Accountability Act (HIPAA) requirements and organizational standards