Remote P/T Customer Service Representative (M-F 4:00-8:00pm EST)

The Phia Group, LLC; Idaho; Remote; USD 10,000 - 60,000; Part time

Job summary

A leading company in healthcare recovery services is seeking a Remote Part-Time Customer Service Representative. This role involves managing customer inquiries through various channels, promoting case management, and supporting recovery activities while working flexible hours during training. Ideal candidates will possess strong communication skills and experience in customer service or law-related fields, contributing to a diverse and inclusive workforce.

Benefits

Exceptional benefits

Flexible working hours

Qualifications

• Experience in remote work or education settings required.
• Call center experience preferred.
• Bilingual skills are a plus.

Responsibilities

• Manage high-volume customer inquiries through various communication channels.
• Assist callers with data collection, promoting or demoting cases as needed.
• Document attorney and adjuster information and other details.

Skills

Verbal communication

Written communication

Emotional intelligence

Organization

Listening

Education

High School diploma or equivalent

Job description

Remote P/T Customer Service Representative (M-F 4:00-8:00pm EST)

Note: This is a fully remote, part-time position working Monday through Friday, 4pm – 8pm EST (20 hours/week). During the first month of training, you must be available to work Monday through Friday, 8am - 4:30pm EST (40 hours/week). There is no flexibility on this schedule.

The Phia Group provides claim recovery services for health benefit plans. When a health benefit plan pays medical bills, and it is later determined that someone else should have paid those bills, The Phia Group seeks to recover the funds on behalf of the health plan.

The ideal Customer Service Representative will have a service-driven mindset and strive for excellence in interactions. Responsibilities include answering calls and written inquiries from clients, insureds, attorneys, and adjusters, collecting accident details, and promoting or demoting cases accordingly.

At The Phia Group, whose mission is to provide high-quality, affordable healthcare to American employees and their dependents, you will enjoy exceptional benefits and be part of a company recognized as one of USA Today’s top workplaces for 2024.

As a Customer Service Representative, your tasks include supporting a positive caller experience, managing customer inquiries via calls, voicemails, faxes, correspondence, and emails, and supporting recovery staff with day-to-day activities. You will utilize time management, documentation, and decision-making skills impacting the Recovery Department.

Essential Duties and Responsibilities

• Manage high-volume customer inquiries through various communication channels.
• Identify and assess customer needs to maximize satisfaction.
• Assist callers with data collection or education; transfer calls to Recovery Specialists when needed.
• Use internal systems to provide accurate and complete information.
• Maintain adequate phone coverage and minimize missed calls.
• Review, promote, and activate referrals resulting from Call Center activity.
• Document attorney and/or adjuster information and other pertinent details.
• Ensure all data entry and management adhere to company guidelines.
• Respond to department requests via the online portal.
• Research automatic updates from national databases to identify third-party claims.
• Review scanned documentation for updates, such as Phia Accident Questionnaires.
• Generate weekly client reports as needed.
• Protect company assets and comply with information security policies.

Experience and Qualifications

• High School diploma or equivalent preferred.
• Bilingual skills are a plus but not required.
• Experience in remote work or education settings.
• Private workspace with a closed door for privacy.
• Sufficient internet speed for video, IP phone, and multi-system usage.
• No distractions during work hours.
• Experience in Law, Insurance, TPA, or Medical fields.
• Call center experience.
• Strong verbal and written communication skills.
• Good telephone etiquette, soft skills, and emotional intelligence.
• Effective listening and organizational skills.
• Ability to work independently and as part of a team.
• Self-motivated with the ability to meet deadlines under pressure.

Our Commitment to Diversity: The Phia Group is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Working Conditions / Physical Demands: Prolonged sitting, extensive computer work, exposure to fluorescent lighting and air conditioning, fast-paced environment, operation of office equipment.

This job description is not exhaustive and may be modified as necessary. Applicants who become disabled must be able to perform essential functions with or without reasonable accommodations.