[Remote] Customer Engagement Advocate II (Customer Service)
Note: The job is a remote job and is open to candidates in USA. Lumen Solutions Group Inc. is a technology consulting Services company based in Florida, and they are seeking a Customer Engagement Advocate II to provide exceptional customer service in a fast-paced healthcare call center environment. The role involves handling inquiries related to benefits, claims, eligibility, billing, and healthcare products while ensuring a positive customer experience.
Responsibilities
- Respond to inbound calls from members, providers, and brokers regarding healthcare products and services
- Research and resolve inquiries related to: Medical Claims, Benefits, Eligibility, Billing, Coverage Questions
- Investigate claim issues and verify claim accuracy, eligibility, and liability information
- Explain benefit plans, coverage limitations, and healthcare programs to customers
- Provide education regarding self-service tools, digital applications, and available healthcare resources
- Document customer interactions accurately within internal systems
- Deliver timely and accurate resolutions while meeting established service levels and performance metrics
- Manage multiple systems and applications while handling customer inquiries
- Provide basic technical support and troubleshooting assistance for online and digital platforms
- Escalate complex issues when appropriate and follow through to resolution
Skills
- High School Diploma or GED
- Minimum 3 years of customer service experience
- Experience working in a call center or high-volume customer support environment
- Strong verbal and written communication skills
- Excellent problem-solving and conflict-resolution abilities
- Strong computer navigation and data entry skills
- Ability to multitask and work effectively in a fast-paced environment
- Strong attention to detail and organizational skills
- Healthcare customer service experience
- Medical insurance experience
- Experience handling claims, benefits, eligibility, or billing inquiries
- Experience supporting members, providers, or brokers
- Familiarity with healthcare terminology and insurance concepts
Company Overview