Responsible for the installation and administration of assigned contracts, including, but not limited to: structure building and billing set up, eligibility collection, structure revisions, researching & resolving structure issues, database loading, and preparation of plan materials such as administrative documents and customer education materials. Responsible for overall contract loading using various databases and/or source documents. Research installation issues & develop customer specific resolutions. Responsible for auditing contract loads for adherence to quality measures and reporting standards.

-Identify recurring product problems/issues for inclusion in applicable support documentation-Identify and implement revisions to appropriate knowledge resources to drive resolution of applicable problems/issues, as needed (e.g., websites, CRM tools, knowledge bases, product manuals, SharePoint)-Create and maintain support documentation, as assigned (e.g., client documentation, troubleshooting guides, SLAs)-Identify and communicate needed changes to product documentation to appropriate internal resources (e.g., Product Team, Regulatory & Compliance)

-Communicate common problems/questions presented by callers to appropriate Subjects Matter Experts, to drive continuous improvement-Educate callers on available products/services (e.g., features, functionality, options, additional offerings, preventive services, age related services)-Educate callers on self service resources available to them, and on their responsibilities with regard to their health care coverage-Refer callers to other resources applicable to their questions/issues, where appropriate (e.g. pharmacists, prior authorizations, billing department)-Review/analyze phone support data/metrics and communicate patterns/trends to internal stakeholders, as needed (e.g., leadership, Subject Matter Experts, business partners)-Provide training/mentoring to other team members, as needed (e.g., new-hires, refresher training)-Participate in customer site visits, as needed (e.g., to obtain feedback, provide education, clarify support processes, highlight company performance)-Demonstrate knowledge of applicable health care terminology (e.g., medical, dental, behavioral, vision)-Demonstrate knowledge of applicable products/services (e.g., benefit plans, disability, COBRA, FSA, HRA)-Obtain and apply knowledge of benefit structures/designs for contracted or acquired companies-Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements)-Maintain knowledge of information/process changes due to healthcare reform, referring to applicable company resources (e.g., dependent age, removal of lifetime limits, free preventive care services, Medical Loss Ratio)-Demonstrate knowledge of established workflows and support processes (e.g., available resources, internal/external business partners, points of contact)-Demonstrate knowledge of relevant internal processes impacting caller issues (e.g., claims processing, auto-adjudication)