Point C

Customer Support

• Provide support to participants and clients regarding eligibility, benefits, claims, and general plan inquiries
• Respond to inbound calls and emails with professionalism, empathy, and clarity
• Document all customer interactions accurately in the call tracking system
• Navigate and utilize multiple systems and tools to assist customers
• Translate internal processes into clear, understandable information
• Maintain confidentiality in accordance with HIPAA standards
• Contribute to a positive, team-oriented environment

Customer Service Representative

Business Analyst

• Support optimization of processes, improvement of cross-functional collaboration, and delivery of strategic initiatives
• Act as a liaison between business stakeholders and technical teams to gather, analyze, and document requirements
• Translate business requirements into functional specifications for development and implementation
• Recommend solutions or enhancements to address business needs
• Partner with project managers, developers, QA, and other teams throughout the SDLC
• Create process flows, data models, use cases, and user stories to support solution design
• Conduct gap analysis and impact assessments
• Support UAT by developing test cases, validating results, and assisting with user training
• Monitor project outcomes and identify opportunities for future optimization
• Facilitate meetings, workshops, and presentations with managers and end users
• Ensure compliance with company policies, procedures, and applicable regulations
• Perform other duties and special projects as assigned

Project Manager

• Lead and manage multiple strategic projects from initiation through completion, ensuring all objectives are met within scope, time, and budget constraints.
• Collaborate with cross-functional teams to define project goals, deliverables, and key performance indicators (KPIs).
• Develop comprehensive project plans, including timelines, resource allocation, and risk management strategies.
• Monitor project progress, identify potential risks and issues, and implement corrective actions as necessary.
• Facilitate regular project meetings, providing clear and concise updates to stakeholders and senior management.
• Ensure all project documentation is accurate, up-to-date, and accessible to relevant parties.
• Utilize project management tools and methodologies to streamline processes and enhance project outcomes.
• Foster a collaborative and inclusive project team environment, encouraging open communication and active participation.
• Conduct post-project evaluations to identify lessons learned and areas for improvement.
• Stay informed of industry trends, best practices, and regulatory changes relevant to healthcare and TPA operations.

Customer Service Representative

Business Analyst

Operations Project Manager