• Delivers patient-first support
• Creates exceptional caller experiences
• Resolves issues on first contact
• Provides consistent, high-quality assistance
• Demonstrates empathy in every interaction
• Understands and anticipates patient needs
• Maintains positivity—even in difficult conversations
• Follows through on promises
• Balances professionalism with warmth
• Educates customers with clarity • Handles complex queries with poise
• Exercises sound judgment
• Identifies patterns and offers solutions
• Thinks critically under pressure
• Escalates issues appropriately
• Troubleshoots independently
• Provides alternative solutions
• Balances multiple factors to resolve concerns
• Knows when to ask for support
• Innovates while maintaining procedure