Customer Service Representative - LHB

Job Summary

Remote employees must live within the continental United States, excluding: Alaska, New York, California, or Hawaii.

Responsibilities

• Provide quality service by accurately and respectfully responding to telephonic, written and electronic inquiries from employees/members, providers and clients.
• Inquiries include a variety of topics such as benefits, eligibility, claim status, claim disposition, etc.
• Navigate multiple system applications/screens, various resources and tools to accurately respond to inquiries while on the phone.
• Thoroughly/accurately document all inquiries and actions taken using applicable software applications.
• Follow Luminare Health guidelines.

Training & Work Schedule

• Completion of a 4–6 week paid training program, 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: 7:00 AM – 7:00 PM CST, seven days a week.
• This role includes rotating Saturday and Sunday shifts as part of the normal schedule.
• This is a Telecommute (Remote) role.

Required Job Qualifications

• High School diploma or GED equivalent.
• Minimum 1 year previous customer service experience.
• Able to work in a fast-paced, high demand, structured service oriented environment.
• Excellent verbal, written and interpersonal communication skills.
• Effective in dealing with problems in varying situations and reaching resolution in a timely manner.
• Strong reasoning and analytical skills to 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.
• 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 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.

Preferred Job Qualifications

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

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.
• Plus other incentives.

Pay

• Pay range from $20.00-$22.00 per hour.
• Eligible for annual bonus incentive.

Compensation

The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan subject to the terms and the conditions of the plan. Min To Max Range $14.97 - $28.12 Exact compensation may vary based on skills, experience, and location.