Customer Service Representative - LHB (Remote)

About the role

Luminare Health is hiring a Customer Service Representative for its LHB call center. The role answers telephonic, written and electronic inquiries from employees, members, providers and clients on topics such as benefits, eligibility, claim status and claim disposition. It is a fully remote position; remote employees must live in the continental United States (excluding Alaska, New York, California and Hawaii) and be able to complete employer-verified I-9 documentation.

Key responsibilities

• Accurately and respectfully answer inquiries by phone, email and other channels
• Navigate multiple system applications and screens to respond to questions
• Document every inquiry and action taken in the applicable software, following company guidelines
• Work rotating Saturday and Sunday shifts; the department runs 7:00 AM to 7:00 PM CST, seven days a week

Required profile

• High school diploma or GED equivalent
• At least 1 year of previous customer service experience
• Ability to work in a fast-paced, high-demand, structured service environment
• Strong verbal, written and interpersonal communication skills
• Reasoning and analytical skills, and ability to resolve customer issues quickly and accurately
• Private, dedicated workspace with secure, reliable high-speed internet, wired via Ethernet

Required skills

• Ability to learn new proprietary systems and adapt to different platforms
• Use of MS Excel and Word
• Preferred: prior call center experience, self-funded insurance/benefits or TPA experience, medical coding knowledge, familiarity with SPDs and benefit booklets, and experience with quality metrics

Training and pay

• 4-6 weeks of paid training, Monday to Friday, 8:00 AM to 4:00 PM CST, then standard hours of 11:00 AM to 7:00 PM CST
• Pay range of $20.00-$22.00 per hour, with eligibility for an annual bonus incentive