• Responds to customer questions via written correspondence regarding insurance benefits, provider contracts, eligibility and claims. • Analyzes problems and provides information/solutions. • Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database. • Thoroughly documents inquiry outcomes for accurate tracking and analysis. • Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner. • Researches and analyzes data to address operational challenges and customer service issues. • Provides external and internal customers with requested information. • Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature. • Uses computerized systems for tracking, information gathering and troubleshooting. • Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims. • Seeks, understands and responds to the needs and expectations of internal and external customers.• Prepare/update process documents, flow charts, process work assignments Information about new updates on daily basis. • Assign work on Daily basis. • Conducting error share programs on weekly basis. Conduct “Claims handling and error share” sessions for mentoring batch. • Publish reports on daily, weekly& monthly basis to all managers.• Training the new associate with the Process update. • Based on the process requirement, execute an effective plan and work towards fulfilling the requirement especially during month ends. Providing Backup support for the process in the absence of any team member.