Remote Healthcare Customer Service Representative (11:30am – 8pm EST)

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 The goal for a typical interaction is to collect accident details to determine potential sources of recovery and promotedemote those cases accordingly At The Phia Group whose mission is to provide high quality yet affordable healthcare to American employees and their families you can look forward to not only exceptional benefits for yourself but also being immersed in a company that was named one of USA Todays Top Workplaces for 2026 Meanwhile from a regional perspective The Boston Globe Courier Journal and Louisville Business First annually recognize our unwavering commitment to upholding an internal culture of inclusivity enjoyment and empathy for our valued employees by listing The Phia Group in their respective lists for the Top Places to Work 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 emailsIdentify and assess customer needs to achieve maximum client satisfactionAssist callers in real time with data collection or education; Transferredirect calls to the appropriate Recovery Specialists when appropriateUtilize internal systems and resources to provide accurate valid and complete information relevant to the situationEnsure adequate phone coverage with regular attendance and use of situational awareness during scheduled shift to minimize missed and abandoned callsReview promote and activate both client & Phia generated referrals that result from Call Center activityCollection and documentation of handling attorney andor adjuster information to the appropriate tabs in the system along with any additional pertinent information as neededEnsure all calls andor case activations data entry and data management are handled within company guidelinesMaintain and respond to department requests submitted through the online questionnaire portalMaintain and research automatic updates generated through a national database used to identify third party claimsPerform reviews of scanned documentation for systematic update such as Phia Accident QuestionnairesGenerate client specific reports on a weekly basis as neededResponsible for protecting company assets from unauthorized access disclosure andor modification; as well as comply with the organizations information security policiesExperience and Qualifications 2 years of experience in one of the following areas Law Firm Insurance Company Third Party Administrator TPA or Medical FieldCall center experienceLocated in MST or PST preferredHigh School diploma or equivalent preferredBilingual preferred but not requiredRemote work or education experiencePrivate workspace with closed off door for privacySufficient internet speed to support video IP phone and multi system usageNo distractions in home that would require assistance during working hoursStrong verbal and written communication skillsKnowledge of good telephone etiquette soft skills and emotional intelligenceEffective listening skillsMastery of time management and organization with ability to pivot from task to taskExcellent attention to detail and documentationOutstanding organizational interpersonal and administrative skillsMust have the ability to work as part of a team as well as to work independentlyMust be self motivated and able to meet deadlines under pressureThe Phia Groups 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 prolong periods of time Extensive computer work Fast paced work environment 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 Salary 47000 year base