Claims Information Service Rep
About the role
The Claims Information Service Representative will handle inbound and/or outbound calls from policyholders and injured workers regarding workers compensation claim status regarding payments, medical treatment authorization, and provide one call resolution to the caller.
Responsibilities
- Answer calls from internal and external customers using excellent customer service skills.
- Field and manage calls appropriately with one call resolution and/or to the respective department.
- Utilize available tools and databases to provide accurate information to callers.
- Process incoming First Reports of accident via telephone, email and fax accurately and expeditiously.
- Actively listen to and transfer calls when appropriate to achieve a first call resolution.
- Accurately complete authorization requests and escalate requests to appropriate personnel when needed.
- Complete callbacks in a timely manner, documenting calls and results in computer correspondence.
- Navigate multiple computer systems simultaneously to access and document appropriate information.
- Provide support and back up to other areas in workers’ compensation claims, complete other tasks as needed.
- Maintain regular and predictable onsite attendance.
Requirements
Required:
- Previous inbound telephone customer service experience in a call center environment preferred.
- Ability to problem solve and work independently.
- Accuracy and attention to detail.
- Ability to provide excellent customer service while demonstrating impeccable phone etiquette.
- Excellent verbal and written communication skills.
- Strong data entry skills.
- Reliability.
- HS diploma or GED equivalent.
Preferred:
- Use of Claim Center, Policy Center, InContact a plus.
- Bilingual English/Spanish is preferred.
- Insurance experience and knowledge of medical terminology a plus.
Pay
Pay Range: $40,864-$47,423
Benefits
Eligible full-time employees receive a competitive Total Rewards package, including but not limited to a 401(k) with employer match up to 8% and additional service-based contributions, Health, Dental, and Vision insurance, Life and Disability coverage, generous PTO, Paid Sick Leave, and paid parental leave in addition to state-mandated leave. Employees may also be eligible for discretionary bonuses.
Schedule
Hours Monday to Friday (8:45AM‑5PM). Hybrid opportunity once training is complete (3 days in office, 2 days remote).