Company Description Lumen Solutions Group Inc. is a technology consulting Services company based in Florida. We provide a wide array of experienced business and IT professionals supporting clients from solution design to implementation and support. We specialize in professional IT consulting services, IT Staffing, Business/IT Strategy, Business Process Blueprints, Enterprise Architecture, and Enterprise Transformation.
Job Description:
We are seeking a Customer Engagement Advocate II to provide exceptional customer service and support to members, providers, and brokers in a fast-paced healthcare call center environment. This role is responsible for handling inquiries related to benefits, claims, eligibility, billing, and healthcare products while ensuring a positive customer experience.
The ideal candidate will have strong customer service skills, experience working in a high-volume call center environment, and the ability to research and resolve issues efficiently while maintaining service excellence standards.
Key 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.
Required Qualifications
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.
Preferred Qualifications
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.
Skills & Competencies
Customer Service Excellence
Call Center Operations
Claims Resolution
Benefits & Eligibility Support
Problem Solving
Active Listening
Conflict Resolution
Data Entry & Documentation
Multitasking
Time Management
Microsoft Office Suite
Strong Communication Skills
Lumen Solutions Group Inc is an equal opportunity employer. All qualified applicants will be considered for employment without regard to any legally protected status.
Numbers & Facts
Location
Baltimore, MD (Remote)
Skills
Billingunmatched
Blueprintsunmatched
Brokerageunmatched
Business Processesunmatched
Business Strategyunmatched
Call Center Operationsunmatched
Call Centersunmatched
Call Volumeunmatched
Claims Processingunmatched
Communication Skillsunmatched
Compensation and Benefitsunmatched
Conflict Resolutionunmatched
Consultingunmatched
Customer Experienceunmatched
Customer Relationsunmatched
Customer Support/Serviceunmatched
Data Entryunmatched
Detail Orientedunmatched
Enterprise Architectureunmatched
Follow Throughunmatched
Health Insuranceunmatched
Healthcareunmatched
Healthcare Customer Serviceunmatched
High School Diplomaunmatched
Identify Issuesunmatched
Information Technology Consultingunmatched
Medical Billingunmatched
Microsoft Officeunmatched
Multitaskingunmatched
Organizational Skillsunmatched
Performance Metricsunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Professional Servicesunmatched
Research Skillsunmatched
Resolve Customer Issuesunmatched
Systems Administration/Managementunmatched
Technical Recruitingunmatched
Technical Supportunmatched
Telephone Skillsunmatched
Time Managementunmatched
Training/Teachingunmatched
Writing Skillsunmatched
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