Act as a trusted guide to help members navigate the complexities of their healthcare benefits by handling high-volume interactions and owning their healthcare journey from start to finish. Provide empathetic support by answering inbound calls and chats from members, providers, and vendors, ensuring every interaction is respectful, compassionate, and solutions-oriented. Assist members in resolving health plan-related questions, including claims and billing inquiries, prior authorizations, and benefits coverage explanations.