Healthcare Customer Service Representative

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Oversee a high volume of customer inquiries via phone calls, voicemails, faxes, scanned documents, and emails.

• Recognize and evaluate customer needs to ensure optimal client satisfaction.

• Provide real-time assistance to callers with data gathering or educational support.

• Redirect or transfer calls to the appropriate Recovery Specialists as necessary.

• Utilize internal systems and resources to deliver accurate, valid, and comprehensive information.

• Uphold regular attendance and maintain phone coverage during designated shifts.

• Review, promote, and activate referrals from clients and Phia that result from Call Center interactions.

• Collect and enter attorney and/or adjuster details, along with other relevant information into the system.

• Manage calls, activate cases, perform data entry, and oversee data management in alignment with company policies.

• Address department requests submitted through the online questionnaire portal.

• Maintain and investigate automatic updates from a national database used to track third-party claims.

• Examine scanned documents for systematic updates, including Phia Accident Questionnaires.

• Generate client-specific reports on a weekly basis as required.

• Safeguard company assets from unauthorized access, disclosure, or alteration while adhering to information security policies.

• Assist recovery staff and educate callers to ensure a positive experience for all callers.

⛳️ Requirements

• A minimum of 2 years of experience in a law firm, insurance company, Third Party Administrator (TPA), or the medical field.

• Experience in a call center environment.

• High School diploma or equivalent is preferred.

• Bilingual abilities are preferred, but not mandatory.

• Experience with remote work or education is advantageous.

• A private workspace with a closed door to ensure confidentiality.

• Adequate internet speed to support video, IP phone, and multi-system functions.

• A home environment free from distractions that would require assistance during working hours.

• Strong verbal and written communication abilities.

• Understanding of proper telephone etiquette, soft skills, and emotional intelligence.

• Effective listening capabilities.

• Proficient in time management and organization, with the ability to shift between tasks seamlessly.

• Keen attention to detail and thorough documentation practices.

• Excellent organizational, interpersonal, and administrative capabilities.

• Capacity to work collaboratively in a team and independently.

• Self-driven and capable of meeting deadlines in high-pressure situations.

• Preference for candidates located in MST or PST time zones.

🏝️ Benefits

• Comprehensive benefits package.

• Fully remote position.

• Commitment to equal opportunity employment.

• Reasonable accommodations provided for qualified applicants with disabilities.