Please note this is a fully remote role. During your initial training period you must be able to work M-F 8:00am – 4:30pm EST and then you will transition to a M-F 11:30am – 8:00pm EST schedule. There is no flexibility to this schedule.
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. The goal for a typical interaction is to collect accident details to determine potential sources of recovery and promote/demote those cases accordingly.
At The Phia Group, whose mission is to provide high quality yet affordable healthcare to American employees and their dependents, you can look forward to not only exceptional benefits for yourself but also being immersed in a company that has been named one of USA Today’s top workplaces for 2024. We believe that this distinction, which stems from the fourth-annual survey co-sponsored by Energage and USA Today, reflects our unwavering commitment to upholding an internal culture of inclusivity, enjoyment, and empathy for our valued employees.
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 caller. In this role, you will perform a variety of day-to-day tasks to support recovery staff. Tasks may include managing a large amount of customer inquiries through calls, voicemails, faxes, scanned correspondence, and emails. You will utilize time management, written documentation, and decision-making skills that impact the day-to-day activities of the Recovery Department as well as additional tasks on an as-needed basis.
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 shift 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 update 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.
Experience and 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
- 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
The Phia Group’s Commitment to Diversity
The Phia Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The Phia Group is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Working Conditions / Physical Demands
Sitting at workstation for prolonged periods of time. Extensive computer work. Workstation may be exposed to overhead fluorescent lighting and air conditioning. Fast paced work environment. Operates office equipment including personal computer, copiers, and fax machines.
This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, the company reserves the right to modify, add or remove duties and assign other duties as necessary.
External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential job functions (as listed here) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis
