Customer Service Representative - LHB

Luminare Health

3d•Remote

About The Position

Responsible for providing quality service by accurately and respectfully responding to telephonic, written and electronic inquiries from employees/members, providers and clients in a high volume call center. Inquiries include a variety of topics such as benefits, eligibility, claim status, claim disposition and so on. This role requires the ability to seamlessly navigate multiple system applications/screens, various resources and tools to accurately respond to inquiries while on the phone and to thoroughly/accurately document all inquiries and actions taken using applicable software applications while following Luminare Health guidelines. This position requires candidates to physically reside in the United States and be able to complete employer‑verified I‑9 documentation. This is a Telecommute (Remote) role. Remote employees must live within the continental United States, excluding Alaska, New York, California, or Hawaii. Training & Work Schedule This position requires completion of a 4–6 week paid training program, held: Monday–Friday 8:00 AM – 4:00 PM CST. After training, standard work hours transition to: 11:00 AM – 7:00 PM CST. Operating Hours: Our department operates 7:00 AM – 7:00 PM CST, seven days a week, and this role includes rotating Saturday and Sunday shifts as part of the normal schedule. This position is 100% remote with a pay range from $20.00-$22.00 per hour and eligible for annual bonus incentive.

Requirements

High School diploma or GED equivalent
Minimum 1 year previous customer service experience
Ability to work in a fast-paced, high demand, structured service oriented environment
Excellent verbal, written and interpersonal communication skills
Ability to effectively deal with problems in varying situations and reach resolution in a timely manner.
Must possess strong reasoning and analytical skills and resolve issues for customers quickly and accurately while maneuvering between multiple systems/screens while on the phone.
Ability to use common sense understanding to carry out instructions furnished in oral, written or diagram form
Flexible; open to continued process improvement
Ability to learn new/proprietary systems, to adapt to various system platforms, and to effectively use MS Excel/Word
Possess private, dedicated workspace free from distractions with secure, consistently reliable high speed Internet, with the ability to hardwire via Ethernet cable
Physically reside in the United States and be able to complete employer‑verified I‑9 documentation.
Live within the continental United States, excluding Alaska, New York, California, or Hawaii.

Nice To Haves

Prior experience in a fast-paced call center
Self-Funded Insurance/Benefits and/or TPA experience
Knowledge of medical procedure and diagnosis coding
Knowledge of medical terminology
Familiarity with Summary Plan Documents (SPDs)/Insurance Booklets or other benefit descriptive tools
Experience working in a performance measured environment with quality metrics.

Responsibilities

Accurately and respectfully responding to telephonic, written and electronic inquiries from employees/members, providers and clients.
Responding to inquiries regarding benefits, eligibility, claim status, claim disposition and other related topics.
Seamlessly navigating multiple system applications/screens, various resources and tools to accurately respond to inquiries while on the phone.
Thoroughly and accurately documenting all inquiries and actions taken using applicable software applications while following Luminare Health guidelines.