Healthcare Customer Service Representative

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

📋 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 statuses as needed.

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

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

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

• Assist callers in real time with information gathering or education.

• Redirect or transfer calls to the appropriate Recovery Specialists.

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

• Ensure phone coverage through consistent attendance and situational awareness.

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

• Collect and log attorney and adjuster details in the designated system tabs.

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

• Address department requests submitted through the online questionnaire portal.

• Maintain and research automatic updates from a national database related to third-party claims.

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

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

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

• Adhere to organizational information security policies.

⛳️ Requirements

• A minimum of 2 years of experience within a law firm, insurance company, third-party administrator (TPA), or medical field.

• Experience in a call center environment.

• High School diploma or equivalent is preferred.

• Bilingual skills are preferred but not mandatory.

• Experience with remote work or education is advantageous.

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

• Adequate internet speed to facilitate video conferencing, IP phone usage, and multi-system operations.

• A distraction-free home environment during work hours is required.

• Strong verbal and written communication abilities.

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

• Proficient listening skills.

• Excellent time management and organizational skills, with the capability to switch between tasks effectively.

• Exceptional attention to detail and documentation practices.

• Strong organizational, interpersonal, and administrative capabilities.

• Ability to work collaboratively as part of a team as well as independently.

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

• Must be able to perform essential job functions without assistance or with reasonable accommodation.

🏝️ Benefits

• Fully remote position.

• Outstanding benefits for employees.

• Equal opportunity employer.

• Reasonable accommodations for qualified applicants with disabilities.