Luminare Health

Role Description Responsible for the day-to-day supervision and management of a remote team of designated inbound and outbound customer service representatives enabling the team to deliver exceptional service. Responsible for successful achievement of client service expectations, Health Benefits’ service objectives and staff development. Qualifications - High School Diploma or GED equivalent - Minimum of one year supervisory or lead experience in a call center - Minimum 3 – 5 years customer service experience in a call center - Minimum 3 years healthcare/health insurance, claims processing or provider billing experience - Demonstrated experience with managing client advocacy cases that require one or multiple interactions with the client, providers, insurer and community resources - Demonstrated Health Care Reform Knowledge/experience and Medicare/Medicaid benefit knowledge - Demonstrated ability to work in a fast paced, constantly changing environment independently with minimal supervision - Strong organizational skills - Proficient with Microsoft Office Suite - Excellent written and verbal communication skills, including the ability to adapt communication style to persons representing diverse personal, professional, cultural and socio-economic backgrounds - Possess excellent customer service skills including proper grammar, tonalities and clear diction Requirements - Associates Degree (Preferred) - Bilingual English/Spanish preferred Benefits - Health and wellness benefits - 401(k) savings plan - Pension plan - Paid time off - Paid parental leave - Disability insurance - Supplemental life insurance - Employee assistance program - Paid holidays - Tuition reimbursement - Other incentives Pay Transparency Statement The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan subject to the terms and the conditions of the plan. Min to Max Range: $42,200.00 - $79,300.00 Exact compensation may vary based on skills, experience, and location.

• Identify, prioritize, and architect enterprise-level optimization opportunities across the organization • Focus on value realization, operational efficiency, and strategic alignment by connecting business strategy to measurable outcomes • Partner with executive leadership, operations, finance, IT, and performance reporting teams to define optimization roadmaps, quantify benefits, and ensure initiatives deliver sustainable business value • Develop business cases, value models, and ROI estimates for optimization initiatives • Define benefit tracking frameworks and monitor realization of benefits • Provide executive-level insights and recommendations to guide investment decisions • Act as trusted advisor to senior leaders on operational performance and optimization strategy

• Responsible for designing, standardizing, and governing end-to-end business processes across the organization. • Ensures processes are efficient, compliant, scalable, and aligned to enterprise optimization goals. • Translates optimization strategy into clear, executable, and measurable process designs. • Establishes standards that support consistent execution across teams and platforms. • Designs and documents end-to-end processes across claims, enrollment, customer service, utilization management, operations, and finance. • Develops current-state and target-state process models using standard methodologies (e.g., BPMN). • Defines process boundaries, handoffs, roles, controls, and decision points. • Establishes enterprise process standards, modeling conventions, and documentation requirements. • Maintains a centralized process repository and architecture artifacts. • Ensures processes align with regulatory, contractual, and audit requirements. • Partners with Business Optimization Architects to translate optimization initiatives into process designs. • Supports operational teams during implementation by clarifying process intent and design. • Provides guidance on process adoption, change impacts, and risk mitigation. • Identifies process inefficiencies, bottlenecks, and control gaps. • Supports process measurement by defining operational metrics and controls. • Incorporates feedback and performance results into ongoing process refinements. • Works closely with IT, data, compliance, and operations teams to ensure process designs are feasible and enforceable. • Supports technology enablement efforts by defining business process requirements.

• Responsible for providing quality service by accurately and respectfully responding to telephonic, written and electronic inquiries from employees/members, providers and clients • Seamlessly navigate multiple system applications/screens, various resources and tools to accurately respond to inquiries while on the phone • Thoroughly and accurately document all inquiries and actions taken using applicable software applications while following Luminare Health guidelines • Complete a 4–6 week paid training program

• Managing and coordinating a high volume of service requests (phone, emails, portal, chat) from employees (and their immediate family) of our clients • Educating and assisting callers with understanding, navigating through and obtaining the maximum value of their healthcare and wellness benefits, and employee incentive programs provided by their employers • Assisting employees to understand their benefit plan offering, and providing direction in working through a variety of benefit issues

Role Description At Luminare Health, our people are what set us apart. Their expertise, dedication, and passion for service excellence are the foundation of our success. We're committed to helping our employees grow through thoughtful development opportunities, meaningful work, and a culture that values collaboration and continuous improvement. When you join Luminare Health, you join a purpose-driven team focused on making healthcare simpler, better, and more affordable. Qualifications - Bachelor’s Degree and 2 years previous Client Management experience and/or experience in a similar TPA or insurance environment with client-facing/client support responsibilities - OR High school diploma or GED equivalent required and 6 years TPA or health insurance industry experience - Willingness to travel (up to 10%) - Results oriented and self-motivated - Strong interpersonal and communication skills - Strong presentation skills - Organizational, analytical, problem-solving, and time management skills are required Requirements - Insurance license - Understanding of self-funding and employee benefit plans - Stop loss understanding is a plus - Knowledge and understanding of benefit-related federal laws (i.e., ERISA, COBRA, HIPAA, ACA, etc.) - Remote employees must live within the continental United States, excluding Alaska, California, Hawaii, or New York Benefits - Health and wellness benefits - 401(k) savings plan - Pension plan - Paid time off - Paid parental leave - Disability insurance - Supplemental life insurance - Employee assistance program - Paid holidays - Tuition reimbursement - Other incentives Company Description We are an Equal Opportunity Employment employer dedicated to providing a welcoming environment where the unique differences of our employees are respected and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics. The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan subject to the terms and the conditions of the plan. Min to Max Range: $57,800.00 - $108,500.00 Exact compensation may vary based on skills, experience, and location.

Role Description The Intake Coordinator is responsible for providing quality service by accurately and respectfully triaging telephone, written and electronic inquiries from employees/members, providers, and clients. Inquiries include a variety of topics such as: - Pre-certification requests - Benefit verification - Status requests The HCM Operations Intake Coordinators service business for Luminare Health, Small Business Benefits, and key clients. Qualifications - High School Diploma or GED equivalent - Communicate in a positive and effective manner in both oral and written communication - Read and interpret documents, criteria, instructions, and policy & procedure manuals - Write/create routine correspondence and reports - Speak effectively with clients, physicians, providers, families in crisis, community agencies, co-workers, and senior management - Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals - Compute rate, ratio, and percent - Apply common sense understanding to carry out instruction furnished in written, oral, or diagram form - Deal with problems involving several concrete variables in standardized situations - Evaluate problems, develop alternative solutions, and identify trends and patterns - Capable of working in an environment that requires organization and prioritization in order to address time-sensitive assignments - Excellent interpersonal skills - Perform multiple tasks simultaneously - Maintain high level of confidentiality, flexibility, and willingness to learn new tasks - Work in a dynamic team-oriented environment - Work independently with minimal supervision or instruction Requirements - Medical coding and/or transcription certification (preferred) - Previous experience in a healthcare or insurance environment (preferred) - Previous experience in a call center (preferred) - Experience with Microsoft Office (preferred) Benefits - Health and wellness benefits - 401(k) savings plan - Pension plan - Paid time off - Paid parental leave - Disability insurance - Supplemental life insurance - Employee assistance program - Paid holidays - Tuition reimbursement - Other incentives Company Description At Luminare Health, our people are what set us apart. Their expertise, dedication, and passion for service excellence are the foundation of our success. We're committed to helping our employees grow through thoughtful development opportunities, meaningful work, and a culture that values collaboration and continuous improvement. When you join Luminare Health, you join a purpose-driven team focused on making healthcare simpler, better, and more affordable.

Role Description Provides telephonic services to our Clients’ employees (and their immediate family) to assist in understanding, navigating and getting the best value out of the healthcare, wellness and employee incentive programs provided by the Client. - Assists in navigating the healthcare system as they seek health and wellness services. - Interacts with providers and insurers. - Finds useful community resources. - Reduces the callers' stress as well as saving time and cost. - Responsible for solving complex or difficult benefit and/or claim issues on designated client cases. - Escalates issues to Claims, Eligibility Supervisors, and Client Managers when necessary. Qualifications - High School diploma or GED equivalent. - Minimum three years of insurance and/or benefits customer service experience. - Demonstrated experience with managing client advocacy cases that require one or multiple interactions with the client, providers, insurers, and community resources. - Ability to effectively organize and prioritize work demands in a dynamic, fast-paced environment. - Ability to continuously display a positive attitude and follow directions. - Possess excellent customer service skills including proper grammar, tonalities, and clear dictation. - Proficient in Microsoft Office Suite, data entry, and electronic mail applications. - Excellent written and verbal communication skills, including the ability to adapt communication style to persons representing diverse personal, professional, cultural, and socio-economic backgrounds. - Must be able to work a flexible 37.5 hour work week in a 24/7/365 call center environment – some 3rd shift, evenings, weekends, and holidays will be required. - Ability to sit and use the phone for long periods of time. Requirements - Health Care Reform knowledge/experience and/or Medicare/Medicaid benefit knowledge (preferred). - Associates Degree (preferred). - Bilingual in Spanish/English (preferred). - EBS, PHR, SPHR or CBP certification (preferred). Benefits - Health and wellness benefits. - 401(k) savings plan. - Pension plan. - Paid time off. - Paid parental leave. - Disability insurance. - Supplemental life insurance. - Employee assistance program. - Paid holidays. - Tuition reimbursement. - Other incentives. Company Description We are an Equal Opportunity Employment employer dedicated to providing a welcoming environment where the unique differences of our employees are respected and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics. The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan subject to the terms and the conditions of the plan. Min to Max Range: $18.07 - $33.92. Exact compensation may vary based on skills, experience, and location.

• Providing strategic through leadership and direction for client coordinators focusing on: Provide visionary leadership for all Luminare Health out of market employer and hospital/health system client coordinators, set the strategic direction to deliver exceptional service and strengthen client retention. • Participate in key renewal meetings, guide relationship-building initiatives, and collaborate with the Vice President of Client Management, Sr. Directors of Client Management and the Executive Director of Hospitals/Health Systems to shape renewal strategies. • Manage a team of 3 managers of client coordinators – with 24 to 30 indirect reports (each of the managers of client coordinators will have 8 to 10 direct reports). • Leverage data-driven insights from monthly reports and client-specific metrics to anticipate trends, identify opportunities, and inform strategic decisions. • Serve as the primary executive representative (“face of Client Coordinators”) in the marketplace, fostering credibility, trust, and long-term relationships with clients, brokers, and key stakeholders. • Proactively address emerging issues, offering solutions and strategic recommendations to clients, client management and senior leadership. • Team Leadership & Development Provide direction, coaching, guidance, and performance oversight for the Client Coordinator teams, aligning work priorities with the organization’s mission and strategic objectives. • Oversee the allocation of resources and workload for the Client Coordinators; maintain and update staffing ratios and capacity models as needed. • Champion ongoing professional development, ensuring the team remains informed on industry trends, regulatory updates, and product innovations. • Work collaboratively with Sr. Directors, Executive Director and the Managers of Client Coordinators to drive the development and maintenance of job aides to ensure the standardization of process and procedure across the client management organization. • Offer executive support for complex client challenges, ensuring swift, strategic, and client-centered resolutions. • Partner cross-functionally to support seamless new client implementations, driving collaboration, adherence to project timelines, and successful onboarding outcomes. • Executive Client Relationship Management Strengthen and sustain client relationships in partnership with client management - including direct meetings, site visits, and strategic business reviews. • Utilize data analysis to identify opportunities, anticipate risks, and deliver value-added recommendations that enhance client satisfaction and loyalty.

• Responsible for designing, creating and delivering critical plan performance trend analytics, reports, and insights to clients • Essential to providing a consultative experience to our employer clients that delivers on our promise of bending the medical cost trend • Develop insights for clients that assist them in problem solving, solution development, decision making and strategic planning around their benefits program • Collaborate with Client Management on recommendations and next steps based on trend data, client objectives and Luminare Health offering • Provide analytics support for client, prospect and internal special projects—developing and understanding the relevant data, displaying it clearly and presenting the findings • Key resource in the evolution and support of upgrading overall data analytics and reporting capabilities • Work with Data Analytics owner and other relevant support partners to identify and implement needed tools, processes and capabilities • Partner with Client Management, Data Analytics and Reporting, Healthcare Management, Sales Executives, Product Management, Marketing, Reporting and Business Analysts, IT and other disciplines as needed