Healthcare Customer Service Representative

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

📋 Description

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

• Gather accident information to identify potential recovery sources and adjust case statuses as needed.

• Foster a positive experience for callers by ensuring call-queue availability, engaging with customers, and providing necessary education.

• Handle a high volume of inquiries through calls, voicemails, faxes, scanned documents, and emails.

• Assess and understand customer needs to maximize client satisfaction.

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

• Transfer or direct calls to the appropriate Recovery Specialists.

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

• Ensure consistent phone coverage to reduce missed or abandoned calls.

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

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

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

• Address department requests via the online questionnaire portal.

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

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

• Generate client-specific reports weekly as necessary.

• Safeguard company assets and adhere to information security protocols.

• Complete additional tasks that support the Recovery Department as required.

⛳️ Requirements

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

• Experience in a call center environment.

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

• High School diploma or equivalent preferred.

• Bilingual candidates preferred but not mandatory.

• Experience with remote work or education is advantageous.

• A private workspace with a closed door for confidentiality is necessary.

• Adequate internet speed to support video conferencing, IP phone use, and multiple system operations.

• A distraction-free home environment during working hours.

• Strong verbal and written communication abilities.

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

• Effective listening skills are essential.

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

• Exceptional attention to detail and documentation practices.

• Strong organizational, interpersonal, and administrative capabilities.

• Ability to collaborate within a team and work independently.

• Self-motivated with the ability to meet deadlines in high-pressure situations.

• Must be capable of performing essential job functions independently or with reasonable accommodations.

🏝️ Benefits

• Completely remote position.

• Comprehensive benefits package.

• Equal opportunity employer.

• Reasonable accommodations available for qualified applicants with disabilities.