•Memorized the entire line of company products & services, including legal permits.• Scheduling clients appointments and service providers availability.• Answering, screening and managing incoming calls and mail.• Managed inbound calls from current internal/external contractors.• Performed outbound follow-ups on contractors with outstanding diagnoses and updates.• Gauging and distinguishing eligibility in claims based on diagnosis.• Executing authoritative resolution to client claims; de-escalate client concerns.