Assist Network Contract Manager with drafting, implementing, and monitoring all provider contracts, helping to ensure all service-related and financial information in contracts is accurate. Assist the Network Contract Manager in the clarification of financial questions and issues with Provider Network Account Specialists. Assist Provider Network Managers/Account Specialists in communications between the Finance Department and the Provider Network Account Specialists regarding providers’ financial questions/concerns. Assist with routing and distribution of contract documents in a timely and thorough manner.Assist Provider Network Manager with provider communications including, but not limited to, contract terms, payment structures, and reimbursement rates. Assist providers in understanding the financial requirements of the contract. Responds to provider inquiries, concerns, and complaints regarding contract issues as directed by Network Contract Manager. Ability to use DocuSign daily for sending and receiving contracts and amendments.Ensure all contracts are executed with proper signatures and compliance with pre-audit requirement before filing and/or entering into the Cobblestone Contract Management system and Provider Network folders.Complete other duties as assigned, including participation on the Provider Network Committee, Network Management, Rate Setting, ASOUD Committee, and Provider Forums as requested and needed by the Network Contract Manager.

• Manages and supervises a call center agent team.• Provide feedback and communication, motivate and support agents.• Measure KPIs such as inbound calls, call waiting, and call abandonment.• Answer questions and offer assistance to provide product/service information.• Keep track of employee attendance and ensure that work procedures are followed.• Assist in the hiring and orientation of new employees.• Prepare monthly and annual performance reports.• Create improvement targets and goals.

• Directly interacting with clients in an inbound sales setting.• Use a headset to listen to consumers for extended periods, while typing data into a computer accurately and swiftly.• Use spatial abilities to search and interpret illustrated part listings on a computer, microfiche, or other reference material.• Use web apps, email, and a computer program tailored to my department.• Capacity to upsell customers on both the business and our products.• Handle tense situations over the phone and address consumer complaints.

• Assist in the creation of quality standards and call monitoring formats.• Monitors calls and gives the site management team trend information.• Utilizes a quality monitoring data management system to gather and monitor team and individual performance data.• Monitors email responses from customer service.• Takes part in listening programs with clients and customers to learn about their needs and expectations.

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.• Responding efficiently and accurately to callers, explaining possible.• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.• Building lasting relationships with clients and other call center team members based on trust and reliability.• Utilizing software, databases, scripts, and tools appropriately.• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.• Making sales or recommendations for products or services that may better suit client needs.• Taking part in training and other learning opportunities to expand knowledge of company and position.• Adhering to all company policies and procedures.

• Providing assistance, company, and comfort to clients who are immobile, ill, or frail.• Administering medication and treatments as directed by medical professionals.• Clients' physical, mental, and emotional states are monitored, and changes are reported to designated parties.• Personal hygiene and housekeeping duties are performed.• Meal preparation and client assistance with eating and drinking.• Assisting with the use of incontinence products or providing assistance with bathroom visits.• Running errands, such as grocery shopping and basic household items.• Assisting clients in transitioning from their beds to chairs or wheelchairs and back.• Accompanying clients on business trips and medical appointments.• Keeping the environment clean, tidy, and safe.

• Educating new hires on proper customer service techniques• Ensuring that cashiers and other store associates meet the company's performance standards• Being familiar with all new product offerings in the store and ensuring that they are properly displayed.• Determining staffing requirements based on store traffic and sales volume to ensure that the store always has enough staff on hand.• Supervising store operations and resolving customer complaints to ensure customer satisfaction.• Planning inventory purchases and monitoring inventory levels to assist with inventory management.• Monitoring merchandise inventory, ensuring that it is properly priced, and adjusting prices as needed.

• Assist customers in locating the appropriate products.• Operate cash register.• Restock and replace merchandise.• Maintaining workplace cleanliness.• Promoting various store offers such as store credit or extended warranties.