[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.ResponsibilitiesRespond to inbound calls from members, providers, and brokers regarding healthcare products and servicesResearch and resolve inquiries related to: Medical Claims, Benefits, Eligibility, Billing, Coverage QuestionsInvestigate claim issues and verify claim accuracy, eligibility, and liability informationExplain benefit plans, coverage limitations, and healthcare programs to customersProvide education regarding self-service tools, digital applications, and available healthcare resourcesDocument customer interactions accurately within internal systemsDeliver timely and accurate resolutions while meeting established service levels and performance metricsManage multiple systems and applications while handling customer inquiriesProvide basic technical support and troubleshooting assistance for online and digital platformsEscalate complex issues when appropriate and follow through to resolutionSkillsHigh School Diploma or GEDMinimum 3 years of customer service experienceExperience working in a call center or high-volume customer support environmentStrong verbal and written communication skillsExcellent problem-solving and conflict-resolution abilitiesStrong computer navigation and data entry skillsAbility to multitask and work effectively in a fast-paced environmentStrong attention to detail and organizational skillsHealthcare customer service experienceMedical insurance experienceExperience handling claims, benefits, eligibility, or billing inquiriesExperience supporting members, providers, or brokersFamiliarity with healthcare terminology and insurance conceptsCompany OverviewLumen Solutions Inc., is a dynamic small and minority-owned, Disadvantaged Business Enterprise headquartered in Virginia, USA. It was founded in 2010, and is headquartered in Parkland, FL, US, with a workforce of 51-200 employees. Its website is http://www.lumensolutions.com.