Greeting customers in a friendly, professional manner using the suggested script. Answering telephonic and e-mail inquiries promptly. Deferring queries to your line manager if you are unable to answer them. Furnishing members and health care practitioners with details regarding members’ benefits. Granting pre-authorizations for medical treatment, if covered. Advising members of outstanding co-payments. Providing extant and prospective members with the details of network providers. Canceling members’ plans upon their request, or due to recurrent non-payment, if directed by your line manager.