- Responds to incoming customer calls and assist enrollees in selecting a CMO and PCP, request a change in PCP, request general information about accessing services in the GF program, discuss problems, resolve issues and document complaints. - Process enrollment, dis-enrollment and change related requests. - Maintains updated knowledge of all GF program information and policies and procedures and program changes. - Performs consumer outreach and education as needed. - Remains courteous, helpful, and sensitive to consumer needs at all times. - Remains unbiased and maintains consumer confidentiality. - Raises issues of concern and/or problems to the attention of a Team Lead - Conducts research and follow up on problematic cases as needed. - Perform other duties as assigned by management.