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Customer Engagement Advocate II (Customer Service)

Remote • Posted 3 days ago • Updated 1 day ago

Contract W2

12 Months

Remote

Depends on Experience

Fitment

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CUSTOMER SERVICE REPRESENTATIVE
MEMBER SERVICES REPRESENTATIVE
CUSTOMER CARE REPRESENTATIVE
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
CALL CENTER REPRESENTATIVE
PROVIDER SERVICES REPRESENTATIVE
INSURANCE REPRESENTATIVE
CALL CENTER
CUSTOMER SERVICE
HEALTHCARE
INSURANCE
CLAIMS
BENEFITS
ELIGIBILITY

Summary

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10483685
Position Id: 26-00478
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