Healthcare Customer Service Representative

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

📋 Description

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

• Analyze and identify customer needs to ensure optimal client satisfaction.

• Provide immediate assistance to callers by collecting data or offering educational support.

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

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

• Ensure consistent phone coverage through regular attendance and situational awareness.

• Review, promote, and activate referrals generated by clients and Phia from call center operations.

• Gather and document information from attorneys and/or adjusters in the correct system tabs.

• Manage calls, case activations, data entry, and data management in alignment with company policies.

• Address department requests submitted via the online questionnaire portal.

• Maintain and research automatic updates from a national database that identifies third-party claims.

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

• Produce client-specific reports weekly as required.

• Safeguard company assets from unauthorized access, disclosure, or alterations.

• Adhere to organizational information security policies.

• Work during the hours of 11:30 a.m.–8:00 p.m. EST; complete an earlier shift during the initial four weeks of training.

⛳️ Requirements

• Minimum of 2 years of experience in a law firm, insurance company, third-party administrator (TPA), or medical sector.

• Experience in a call center environment.

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

• High school diploma or equivalent is preferred.

• Bilingual ability is preferred, but not mandatory.

• Experience with remote work or education.

• A private workspace with a closed door for confidentiality.

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

• A distraction-free home environment during working hours.

• Strong verbal and written communication abilities.

• Familiarity with good telephone etiquette, soft skills, and emotional intelligence.

• Effective listening capabilities.

• Proficiency in time management and organizational skills, with the ability to switch tasks efficiently.

• Excellent attention to detail and documentation practices.

• Outstanding organizational, interpersonal, and administrative skills.

• Ability to collaborate effectively within a team and work independently.

• Self-driven and capable of meeting deadlines under pressure.

• Capacity to sit at a workstation for extended periods.

• Extensive experience with computer tasks.

🏝️ Benefits

• Fully remote position.

• Comprehensive benefits package for employees.

• Commitment to an equal opportunity and inclusive workplace.

• Reasonable accommodations for qualified individuals with disabilities.