Customer Service Representative - LHB

Health Care Service Corporation is a purpose-driven company that invests in the professional development of its employees. The Customer Service Representative role involves providing quality service by responding to various inquiries from employees, providers, and clients in a high-volume call center environment.

Responsibilities:

• Responsible for providing quality service by accurately and respectfully responding to telephonic, written and electronic inquiries from employees/members, providers and clients 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

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
• 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