[Hiring] Customer Service Representative @Luminare Health

Role Description

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.
• Thoroughly and 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.

Qualifications

• 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, adapt to various system platforms, and 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

Requirements

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

Benefits

• Health and wellness benefits
• 401(k) savings plan
• Pension plan
• Paid time off
• Paid parental leave
• Disability insurance
• Supplemental life insurance
• Employee assistance program
• Paid holidays
• Tuition reimbursement
• Annual bonus incentive