Manage a daily workload of approximately 80-100 calls per day, depending on call complexity and case-by-case research requirements, troubleshooting issues related to prior authorization status, medication coverage, formulary questions, and pharmacy claim inquiries. * Navigate and utilize multiple software platforms simultaneously, including benefit tools, authorization systems, member databases, and communication logs, as well as meet and exceed performance metrics, including call quality, accuracy, productivity, customer satisfaction, and adherence to schedule.