Healthcare Customer Service Representative

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

📋 Description

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

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

• Provide real-time assistance to callers with data collection or educational support.

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

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

• Maintain phone coverage throughout the scheduled shift to reduce missed and abandoned calls.

• Review, promote, and activate referrals generated by clients and Phia from Call Center interactions.

• Gather and document attorney and adjuster information within the system.

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

• Address departmental requests through the online questionnaire portal.

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

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

• Generate client-specific weekly reports as required.

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

• Adhere to organizational information security protocols.

⛳️ Requirements

• A 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.

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

• High School diploma or equivalent is preferred.

• Bilingual candidates are preferred, though not mandatory.

• Experience with remote work or education is beneficial.

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

• Adequate internet speed to support video, IP phone, and multi-system usage is necessary.

• A distraction-free home environment to ensure focus during work hours.

• Strong verbal and written communication abilities are essential.

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

• Excellent listening skills.

• Mastery of time management and organizational skills, with the ability to switch between tasks efficiently.

• Exceptional attention to detail and documentation practices.

• Strong organizational, interpersonal, and administrative capabilities.

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

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

• Availability to work an earlier shift during the first four weeks of training.

🏝️ Benefits

• Comprehensive benefits package for employees.

• Fully remote work setup.

• Experience in remote work or education.

• An equal opportunity employer dedicated to promoting diversity and inclusion.