· Interacts with clients via telephone or email, to provide support and information on products or services.

· Collects and enters requests for new or additional services.

· Assigns and schedules services.

· Fields client inquires and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.

· Performs client satisfaction calls.

· Ensures that appropriate actions are taken to resolve clients’ problems and concerns.

· Maintains client accounts and records of client interactions with details of inquiries, complaints, or comments.

· Attends in-service training as required by regulation.

· Adheres to all agency administrative and clinical policies and procedures.

· Performs other related duties as assigned.