Remote Customer Service Representative EST

Job Summary

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

• 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;
• Transferredirect 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 andor adjuster information to the appropriate tabs in the system along with any additional pertinent information as needed
• Ensure all calls andor 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 andor modification; as well as comply with the organizations information security policies

• 2 years of experience in one of the following areas Law Firm Insurance Company Third Party Administrator TPA…