Healthcare Customer Service Representative

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

📋 Description

• Respond to calls and written inquiries from clients, insured individuals, attorneys, and adjusters.

• Gather accident details to identify potential recovery sources and adjust case promotion or demotion accordingly.

• Foster a positive experience for callers by being accessible in call queues, engaging with customers, and providing education to callers.

• Handle a high volume of inquiries through various channels including phone calls, voicemails, faxes, scanned correspondence, and emails.

• Recognize and evaluate customer needs to ensure maximum satisfaction for clients.

• Assist callers in real-time by collecting data or providing educational information.

• Direct or transfer calls to the relevant Recovery Specialists.

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

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

• Review, promote, and activate referrals generated by clients and Phia.

• Collect and record attorney and adjuster information in the designated system tabs.

• Manage calls, case activations, data entry, and data management in line with company regulations.

• Address and respond to departmental requests via the online questionnaire portal.

• Investigate automatic updates from a national database to identify third-party claims.

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

• Produce client-specific reports weekly as required.

• Safeguard company assets against unauthorized access, disclosure, or modification.

• Adhere to information security policies.

⛳️ Requirements

• 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.

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

• High School diploma or equivalent is preferred.

• Bilingual skills are a plus, but not mandatory.

• Experience with remote work or education is advantageous.

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

• Adequate internet speed to support video conferencing, VoIP phone calls, and multiple system usage.

• A distraction-free home environment during working hours.

• Strong verbal and written communication abilities.

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

• Effective listening capabilities.

• Excellent time management and organizational skills, with the ability to shift between tasks efficiently.

• Keen attention to detail and thorough documentation practices.

• Exceptional organizational, interpersonal, and administrative skills.

• Capability to work both collaboratively and independently.

• Self-motivated with the ability to meet deadlines under pressure.

• Ability to perform essential job functions independently or with reasonable accommodation.

🏝️ Benefits

• Comprehensive benefits package for employees.

• Fully remote position.

• Commitment to equal opportunity employment and diversity.

• Reasonable accommodations for qualified applicants and employees with disabilities.