[Hiring] Customer Service Representative @The Phia Group

Role Description

Please note this is a fully remote role. During the first four weeks of training, you must be able to work a different earlier shift.

The Phia Group provides, amongst other things, claim recovery services for health benefit plans. When a health benefit plan pays medical bills, and we later discover someone else should have paid those medical bills, The Phia Group – on behalf of the health plan – will seek to recover the funds. The ideal Customer Service Representative will present a service-driven mindset and strive for excellence in their interactions.

Work in the Customer Service Department includes but is not limited to:

• Answering calls and written inquiries from clients, insureds, attorneys, and adjusters.
• Collecting accident details to determine potential sources of recovery and promoting/demoting those cases accordingly.

As a Contact Center Customer Service Representative, you will:

• Support a positive caller experience by being available in our call queues, engaging with our customers, and educating our callers.
• Perform a variety of day-to-day tasks to support recovery staff.
• Manage a large amount of customer inquiries through calls, voicemails, faxes, scanned correspondence, and emails.
• Utilize time management, written documentation, and decision-making skills that impact the day-to-day activities of the Recovery Department.

Essential Duties and Responsibilities

• Manage high-volume customer inquiries through phone calls, voicemails, faxes, scanned correspondence, and emails.
• Identify and assess customer needs to achieve maximum client satisfaction.
• Assist callers in real-time with data collection or education; transfer/redirect calls to the appropriate Recovery Specialists when appropriate.
• Utilize internal systems and resources to provide accurate, valid, and complete information relevant to the situation.
• Ensure adequate phone coverage with regular attendance and use of situational awareness during scheduled shifts to minimize missed and abandoned calls.
• Review, promote, and activate both client & Phia generated referrals that result from Call Center activity.
• Collection and documentation of handling attorney and/or adjuster information to the appropriate tabs in the system along with any additional pertinent information, as needed.
• Ensure all calls and/or case activations, data entry, and data management are handled within company guidelines.
• Maintain and respond to department requests submitted through the online questionnaire portal.
• Maintain and research automatic updates generated through a national database used to identify third party claims.
• Perform reviews of scanned documentation for systematic updates such as Phia Accident Questionnaires.
• Generate client-specific reports on a weekly basis, as needed.
• Responsible for protecting company assets from unauthorized access, disclosure, and/or modification; as well as comply with the organization's information security policies.

Qualifications

• 2+ years of experience in one of the following areas: Law Firm, Insurance Company, Third Party Administrator (TPA) or Medical Field.
• Call center experience.
• Located in MST or PST preferred.
• High School diploma or equivalent preferred.
• Bilingual preferred, but not required.
• Remote work or education experience.
• Private workspace with closed off door for privacy.
• Sufficient internet speed to support video, IP phone, and multi-system usage.
• No distractions in home that would require assistance during working hours.
• Strong verbal and written communication skills.
• Knowledge of good telephone etiquette, soft skills, and emotional intelligence.
• Effective listening skills.
• Mastery of time management and organization with ability to pivot from task to task.
• Excellent attention to detail and documentation.
• Outstanding organizational, interpersonal, and administrative skills.
• Must have the ability to work as part of a team, as well as to work independently.
• Must be self-motivated and able to meet deadlines under pressure.

Working Conditions / Physical Demands

• Sitting at workstation for prolonged periods of time.
• Extensive computer work.
• Fast-paced work environment.

Salary

$47,000 / year base