Customer Service Representative

**Customer Service Representative**

**Department:** Recovery **Location:** Canton, MA

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 Customer Service Representative will work in the Customer Service Department answering calls from clients, insureds, attorneys and adjusters and collect accident details to determine potential sources of recovery and promote/demote those cases accordingly.

In addition to helping hard working employees and their families access high quality, affordable health care, while enjoying unrivaled benefits for yourself, you will also enjoy being part of a team that has been recognized by ***The Boston Globe as a Top Place to Work***. In its 13th annual employee-based survey, The Boston Globe determined that The Phia Group is one of the most rewarding, admired and meaningful employment experiences in the Commonwealth of Massachusetts, as voted upon by the people who know them best their employees.

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 and emails. You may also record call and customer information through scanning to an internal database as well as additional tasks (on an as-needed basis) to assist with the day-to-day activities of the Recovery Department.

The Phia Group is committed to fostering, cultivating and preserving a culture of diversity and inclusion. With this in mind, we always seek to attract and develop candidates who share our passion for the healthcare industry and our commitment to diversity and inclusion. We encourage applicants who share that passion to explore this opportunity to join our dynamic team.

Essential Duties and Responsibilities

* Manage a large amount of customer inquiries through phone calls, voicemails, faxes, and emails

* Identify and assess customers needs in order to achieve maximum client satisfaction

* Transfer/redirect calls to the appropriate Recovery Specialists

* Provide accurate, valid and complete information by using correct methods and tools

* Ensure adequate phone coverage during companys hours of operation to minimize missed and abandoned calls

* Review, promote and activate both client & Phia generated referrals that result from Call Center activity

* Add handling attorney and/or adjuster information to the appropriate tabs in the system, as-needed

* Ensure all calls and/or case activations, data entry and data management are handled within company guidelines

* Maintain requests submitted through the online questionnaire portal

* Maintain automatic updates generated through a national database used to identify third party claims

* Perform scanning and/or filing of necessary documents, such as Phia Accident Questionnaires

* Generate client specific reports on a weekly basis, as-needed

Experience and Qualifications

* High School diploma or equivalent preferred

* 3-5 years experience working in a call center environment providing customer service preferred

* Bilingual preferred, but not required

* Strong verbal and written communication skills

* Knowledge of good telephone etiquette technique required

* Excellent attention to detail with the ability to multi-task

* 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 prolong 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.