To provide frontline support to families by addressing their inquiries, resolving concerns, and ensuring timely and efficient service delivery in adherence to SLAs and SOPs resulting in customer satisfaction.

Customer Assistance and Frontline Support

• Act as frontline support, assisting and guiding customers with requests and concerns, primarily related to Records.
• Handle inquiries across various communication channels (phone, email, in-person, etc) adhering to SLAs and SOPs
• Acknowledge customer complaints, provide initial resolutions, and elevate issues when necessary

Ticketing and Process Management

• Ensure smooth processing of requests and maintain a 24-hour SLA for first response and contact resolution.
• Support families with record processing and documentation while ensuring accuracy, confidentiality, and compliance with organizational policies.
• Assist in furnishing and preparing doc...