KEY RESPONSIBILITY AREAS (KRA)- Handles Both Inbound and Outbound Calls.- Handles customer requests, complaints, billing inquiries and other related concerns with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.- Prepares complete and accurate work and update customer file.- Communicates effectively with individuals /team in the program to ensure high quality and timely expedition of customer requests.- Effectively transfers misdirected customer requests to an appropriate party.- Demonstrates continued and consistent proficiency in most of the skill sets utilized within the Call Center based on WorldSource practices and operations.- Communicates with customers using web -based tools and demonstrates the associated proficiency and grammar.- May be assigned to work for another department depending on the business needs.- May be required to work in one or multiple queues or skill sets over various customer contact channels.- Contributes ideas on ways to resolve problems to better serve the customer and/or improve productivity.- Participates in activities designed to improve customer satisfaction and business performance.- Needs to meet or exceed minimum client expectations.GENERAL RESPONSIBILITIES- Ensures strict confidentiality of clients, patients, and financial records to comply with PHI, ePHI and HIPAA- Review, acceptance, and understanding of workplace culture statement- Responsible to comply with organization's policies and procedures, adhere to Code of Conduct- Ensures to complete the required compliance training modules and report any observations of non-compliance- Other duties that may be assigned