Customer Service Representative II - LHB

Luminare Health is committed to making healthcare simpler, better, and more affordable. The Customer Service Representative II role involves providing telephonic support to clients’ employees in navigating healthcare and benefits, while addressing complex issues and ensuring client satisfaction.

Responsibilities:

• Provides telephonic services to our Clients’ employees (and their immediate family) to assist in understanding, navigating and getting the best value out of the healthcare, wellness and employee incentive programs provided by the Client
• Assists in navigating the healthcare system as they seek health and wellness services, interact with providers and insurers, find useful community resources and reduce the callers stress as well as saving time and cost
• Responsible for solving complex or difficult benefit and/or claim issues on designated client cases and when necessary, escalating issues to Claims, Eligibility Supervisors, and Client Managers

Requirements:

• High School diploma or GED equivalent
• Minimum three years of insurance and/or benefits customer service experience
• Demonstrated experience with managing (research, problem solving, organizing, tracking, reporting) client advocacy cases that require one or multiple interactions with the client, providers, insurers, and community resources
• Ability to effectively organize and prioritize work demands in a dynamic, fast-paced environment
• Ability to continuously display a positive attitude and follow directions
• Possess excellent customer service skills including proper grammar, tonalities and clear dictation
• Proficient in Microsoft Office Suite, data entry and electronic mail applications
• Excellent written and verbal communication skills, including the ability to adapt communication style to persons representing diverse personal, professional, cultural and socio-economic backgrounds
• Must be able to work a flexible 37.5 hour work week in a 24/7/365 call center environment – some 3rd shift, evenings, weekends, and holidays will be required
• Ability to sit and use the phone for long periods of time
• Health Care Reform knowledge/experience and/or Medicare/Medicaid benefit knowledge
• Associates Degree
• Bilingual in Spanish/English
• EBS, PHR, SPHR or CBP certification