Customer Engagement Advocate II (Customer Service)

Lumen Solutions Group Inc

Baltimore, MD(remote)

Apply

JOB DETAILS

JOB TYPE

Full-time

SKILLS

Blueprints, Brokerage, Business Processes, Business Strategy, Call Center Operations, Call Centers, Call Volume, Communication Skills, Compensation and Benefits, Conflict Resolution, Consulting, Customer Experience, Customer Relations, Customer Support/Service, Data Entry, Detail Oriented, Documentation, Enterprise Architecture, Follow Through, Health Insurance, Healthcare, Healthcare Customer Service, High School Diploma, Identify Issues, Information Technology Consulting, Medical Billing, Microsoft Office, Multitasking, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Professional Services, Research Skills, Resolve Customer Issues, Systems Administration/Management, Technical Recruiting, Technical Support, Telephone Skills, Time Management, Training/Teaching, Writing Skills

LOCATION

Baltimore, MD

POSTED

18 days ago

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. Role: Customer Engagement Advocate II (Customer Service) Location: 100% Remote Type: Contract-to-Hire (C2H) 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.

About the Company

Lumen Solutions Group Inc

Resume Resources

Free Resume Templates Free Resume Builder