Investigate and manage escalated claim/call/appeals issues through root cause analysis and communicate outcome (in person, telephonically or via written communication) Assist with navigating the healthcare system by providing resources for scheduling appt. and assisting with issues related to prolong periods for scheduling appts Assist participants with completing health care issues by facilitating interactions with customer service resources, case management and providers Document and track all issues and activities accurately to includes quantify of people assisted, whether it was in person vs. virtual, the issue and the resolution. Simplify and personalize interactions with members and Electric Boat to align with evolving service/quality expectations and single point of contact demands. (Deliver simply great service) Track, trend and proactively review accounts for service opportunities Drive process improvement based on trend analysis Identify and report system problems in relation with benefit installation and interpretation Complete ad hoc report requests and analysis Complete and deliver Performance Guarantee reporting related to calls and claims Drive excellence in service within organization and across organization by providing feedback to Operations on service failures Attend Account Management and client meetings representing call and claims Lead service remediation efforts and a final report back on these efforts Develop and deliver customer specific (benefit, claim, and cultural) training to internal call and claim teams Lead process improvement special projects and work teams for dedicated client and potential global impact Support Open Enrollment (i.e. updating open enrollment database, training call teams, benefit fairs, vendor summits etc.) Work with Unions as needed related to benefit issues and activities Occasional travel required