Healthcare Customer Service Representative

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

📋 Description

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

• Gather accident information to evaluate potential recovery sources and adjust case prioritization accordingly.

• Foster a positive experience for callers by being present in call queues, engaging with clients, and providing educational support.

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

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

• Assist callers in real-time with data collection or educational needs.

• Redirect or transfer calls to the appropriate Recovery Specialists.

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

• Ensure phone coverage and reduce the number of missed or abandoned calls.

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

• Collect and input attorney and adjuster information into the designated system tabs.

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

• Address department requests submitted through the online questionnaire portal.

• Conduct research on automatic updates from a national database used for identifying third-party claims.

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

• Produce client-specific reports weekly as required.

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

• Adhere to organizational information security policies.

⛳️ Requirements

• Minimum of 2 years of experience in 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.

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

• Bilingual candidates are preferred, but not mandatory.

• Experience with remote work or education is beneficial.

• A private workspace with a closed door for confidentiality.

• Adequate internet speed to support video conferencing, IP phone usage, 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.

• Proficient listening skills.

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

• Exceptional attention to detail and documentation practices.

• Strong organizational, interpersonal, and administrative capabilities.

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

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

• Must be able to perform essential job functions, either unaided or with reasonable accommodations.

🏝️ Benefits

• Comprehensive benefits package for employees.

• Fully remote position.

• Equal opportunity employer dedicated to diversity and inclusion.

• Reasonable accommodations for qualified applicants with disabilities.