Job Overview
Location
Work From Home (HB)
Job Type
Full-time
Category
Operations
Date Posted
July 1, 2026
Full Job Description
đź“‹ Description
- • Supervise and lead a team of customer service representatives in a call center environment, ensuring high-quality service delivery and adherence to performance standards.
- • Manage day-to-day operations including scheduling, coaching, performance monitoring, and escalation of complex client advocacy cases involving providers, insurers, and community resources.
- • Drive continuous improvement by analyzing service metrics, identifying trends, and implementing process enhancements to support healthcare simplicity, affordability, and member satisfaction.
- • Collaborate with cross-functional teams to resolve escalated issues and ensure compliance with healthcare regulations, including Medicare/Medicaid benefits and Health Care Reform requirements.
- • Foster a supportive team culture that values collaboration, continuous learning, and excellence in serving diverse member populations with empathy and professionalism.
- • Contribute to organizational goals by maintaining high levels of customer satisfaction, first-call resolution, and operational efficiency in a fast-paced, evolving healthcare environment.
- • About the team or company: Luminare Health, a division of Health Care Service Corporation (HCSC), is dedicated to making healthcare simpler, better, and more affordable through purpose-driven service and innovation. Employees are valued for their expertise and commitment to service excellence, with opportunities for growth in a culture that emphasizes development and continuous improvement.
- • What the person can learn or achieve in this role: Develop advanced leadership and supervisory skills in healthcare customer service; deepen expertise in healthcare systems, claims processing, and regulatory compliance; enhance conflict resolution and advocacy case management abilities; gain experience in data-driven decision making and process optimization; grow professionally within a stable, mission-focused organization committed to employee development and total rewards.
🎯 Requirements
- • High School Diploma or GED equivalent
- • Minimum of one year supervisory or lead experience in a call center
- • Minimum 3–5 years of customer service experience in a call center
- • Minimum 3 years of healthcare/health insurance, claims processing, or provider billing experience
- • Demonstrated experience managing client advocacy cases requiring multiple interactions with clients, providers, insurers, and community resources
- • Demonstrated knowledge of Health Care Reform and Medicare/Medicaid benefits
- • Ability to work independently in a fast-paced, changing environment with minimal supervision
- • Strong organizational skills and proficiency with Microsoft Office Suite
- • Excellent written and verbal communication skills, including adaptability to diverse audiences
- • Excellent customer service skills with proper grammar, tonalities, and clear diction
- • Associates Degree (preferred)
- • Bilingual English/Spanish (preferred)
🏖️ Benefits
- • Health and wellness benefits
- • 401(k) savings plan
- • Pension plan
- • Paid time off and paid parental leave
- • Disability insurance and supplemental life insurance
- • Employee assistance program
- • Paid holidays
- • Tuition reimbursement
- • Annual incentive bonus plan (subject to plan terms and conditions)
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Health Care Service Corporation
Health Care Service Corporation is the largest customer-owned health insurer in the United States, operating Blue Cross and Blue Shield plans in Illinois, Montana, New Mexico, Oklahoma, and Texas. It provides medical, dental, vision, life, and disability coverage to nearly 17 million members through individual, employer, and government programs. The company emphasizes community health investments, digital services, and value-based care initiatives. Founded in 1936 and headquartered in Chicago, HCSC is licensed as a mutual legal reserve company and governed by its policyholders.
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