• Involved in several special projects beyond the scope of the contact center staff that include pilot-Team Lead (Chat Captain) Multi-team resource, Chat-with-Doctor online platform, pilot Chat-with-Service Associate online platform, Covid-19 testing and vaccine outreach pilot teams, pilot for Covid-19 wait list data transfer team, Safety Committee, “Super SA,” resource for management, Doctors and providers, provider line, and pilot First Responder and Healthcare worker line. Pilot/Tester for Genesys chat.• Evaluate Nurse Advice calls determining if Nurse or provider Triage needed, levels of urgency and patient safety• Liaison between different health specialties, members, providers, and pharmacies • Contact center environment for inbound Primary, Optometry and OBGYN scheduling• Primarily focused on patients needs effectively sustaining and developing patient relationships and improve member engagement. • Actively driven to understand patient problems, expectations and needs by building rapport and relationships between members, patients, and team workers.• Proactive and engaged in constant communications involving multiple and diverse teams in order to improve morale, rapport, performance and positive energy.