Luminare Health

Call Center Representative

• Review AI-generated transcripts, summaries, and behavioral insights from service calls
• Identify and escalate instances of incorrect or misleading information
• Collaborate with team members to improve service quality
• Maintain accurate records of assessments performed
• Participate in training sessions to ensure quality standards are met

Call Center Accuracy Analyst – AI/ML

Manager

• Day-to-day supervision, leadership and management of the COBRA team
• COBRA and Retiree billing administration
• Successful achievement of COBRA new client implementations
• Client retention, ongoing quality, turnaround time and service expectations
• Staff development, coaching, timely and consistent feedback
• Develops/implements processes and procedures to drive efficiencies
• Provide technical guidance on COBRA EAS, COBRA DOL regulations and act as a SME for related projects, initiatives and escalations
• Answer complex or difficult questions, advise cross functional team members regarding processes and procedures
• Participate in client-facing calls and meetings

Client Partner

• Responsible for the overall relationship with the client, starting at implementation and continuing through everyday problem resolution and renewal activities.
• Works directly with sales executives during finalist presentations and may be asked to present to potential clients.
• Expected to support and service between 12 – 20 groups of clients between $50,000 - $250,000+ annual net revenue.
• Maintains senior management level contact with Benefits, Human Resources, and financial staff of the client.
• Also responsible for the service delivery of Luminare Health products and services that ensure client satisfaction.
• May have some internal project participation.
• Charged with retaining and growing their assigned book of business, but also supporting their Regional Team as needed.

Call Center Accuracy Analyst – AI/ML

Manager

Client Manager