Research Administrator Responsible for servicing the individual consumers of the NYSOH/ACA marketplace, including but not limited to, assisting Medicaid individuals and families in applying for health care coverage. My responsibilities included handling special escalations that came from the normal enrollment work flow. Utilizing eMedNY, an access method used to submit HIPAA-compliant transactions to the eMedNY system via a web-based application. I answered general inbound calls and place outbound calls with the goal of increasing business, customer satisfaction, and customer retention. I followed basic procedures and scripts, using fundamental knowledge of company and project directories, services, and products to assist customers and clients. Received work via escalated queues or spreadsheets by using established processes to research and complete tasks.