Job description

In order to be considered for this role, apply at this link: https://lumeris.wd1.myworkdayjobs.com/LC/job/Missouri/Customer-Service-Associate--Remote-_R0006018

Position Summary: Join Our Growing Team!
* $16/hour
* Pay Increases Every 3-6 Months During The First 2 Years
* Performance-Based Incentive Up To $225 Each Month

Job Description:

As a Customer Service Associate, you will have the opportunity to apply your superior customer service and communication skills to help our members live healthier lives. By applying your active listening and critical thinking skills, you will be empowered to help our country’s aging population receive the best health care available and get the most out of their benefits.

We maintain success at Lumeris by providing a robust training period to ensure you are confident and ready for action! No Team Member is in this alone! Our Subject Matter Experts and Supervisors are here to guide you along the way!

Why Join Our Team?

At Lumeris, you will be part of a team that is focused on solving the nation's healthcare problem, and you will be able to contribute to our purpose. In addition, you will have:

• Defined career growth and long-term opportunities – including scheduled pay increases every 3-6 months, totaling a 19% pay increase over the first 2 years of employment
• Shift differential pay for nights and weekends
• Ability to earn monthly incentives based on individual performance
• Peer recognition program and other team-based rewards and recognition programs
• Frequent advancement opportunities
• Continuous learning environment including ongoing coaching as well as classroom (virtual and in-person) and computer-based training
• Choice of three unique medical plans
• Prescription Drug, Dental, Vision, Life, and Pet Insurance
• Employee Contributions for HSA and FSA accounts
• 401K with Company Match
• Paid Time Off and Paid Holidays
• Tuition Assistance

To apply for a position at Lumeris, you must create an account using your email address and a password of your choosing. This account will allow you to receive notifications each step of the way through the job application process. With these updates, you'll never have to wonder where you are in the process. Lumeris is an EEO/AA employer M/F/V/D. For more information, go to www.lumeris.com.

Role and Responsibilities:

• Respond to and document customer calls accurately and professionally with a friendly tone and a genuine delight to serve
• Resolve customer service inquiries which could include: benefit and eligibility information; billing and payment issues; customer material requests; physician assignments; authorization for treatment; Explanation of Benefits (EOB); and more
• Handle escalated situations and act urgently when necessary
• Make outbound calls as needed to: members, providers, pharmacies, hospitals etc. to resolve issues
• Issue form letters & forms when appropriate
• Investigate and respond to general and complex inquiries and document in the system as appropriate
• Interact with other departments including Enrollment and Medical Management to resolve issues
• Adhere to compliance requirements of Centers for Medicare & Medicaid Service (CMS)
• Willing and able to work flexible hours including weekends during part of the year as well as overtime when needed

Experience, Qualifications, and Education:

• High School diploma or equivalent and at least 6 months of related experience
• Experience with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Working knowledge of Microsoft Outlook, Word, Excel, and PowerPoint
• Excellent verbal communication skills including the ability to clearly and professionally speak to associates and customers at all levels
• Detail-oriented and organized
• Strong investigative and problem-solving skills
• Able to read, comprehend, and accurately follow instructions in a frequently changing environment
• Able to type 30-45 wpm
• Prior health care or insurance experience preferred
• Prior experience with FACETS is a bonus
• STRONG commitment to Service Excellence and delivering a Best in Class customer service experience that results in a Five Star rating from the Centers for Medicare & Medicaid Service (CMS)
• Bi-lingual is a plus

Working Conditions

• While performing the duties of this job, the employee works in normal office working conditions.

Disclaimer

• The job description describes the general nature and level of work being performed by people assigned to this job and is not intended to be an exhaustive list of all responsibilities, duties and skills required. The physical activities, demands and working conditions represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties and responsibilities.

Lumeris is an EEO/AA employer M/F/V/D.

Time Type: Full time

Job Type: Full-time

Pay: $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift
• Evening shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• Call center
• Remote

Work Location: Remote

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