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

About the role

This is a fully remote Customer Service Representative position with The Phia Group, a provider of claim recovery services for health benefit plans. During the first four weeks of training you must be able to work an earlier shift. The role involves supporting a positive caller experience, managing high‑volume inquiries via phone, voicemail, fax, scanned correspondence, and email, collecting accident details to determine potential sources of recovery, and promoting/demoting cases accordingly. You will work within a mission‑driven organization that aims to provide high‑quality, affordable healthcare to American employees and their families and has been recognized as a Top Workplace by USA Today (2026) and by regional outlets such as The Boston Globe, Courier Journal, and Louisville Business First.

Responsibilities

• 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; transfer/redirect 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 situational awareness during scheduled shift to minimize missed and abandoned calls.
• Review, promote, and activate both client‑ and Phia‑generated referrals that result from Call Center activity.
• Collect and document attorney and/or adjuster information to the appropriate system tabs, adding any additional pertinent information as needed.
• Ensure all calls, 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 updates such as Phia Accident Questionnaires.
• Generate client‑specific reports on a weekly basis, as‑needed.
• Protect company assets from unauthorized access, disclosure, and/or modification; comply with the organization's information security policies.

Requirements

• 2+ years of experience in one of the following: Law Firm, Insurance Company, Third Party Administrator (TPA), or Medical Field.
• Call center experience.
• Located in MST or PST preferred.
• High School diploma or equivalent preferred.
• Bilingual preferred, but not required.
• Remote work or education experience.
• Private workspace with a closed‑off door for privacy.
• Sufficient internet speed to support video, IP phone, and multi‑system usage.
• No distractions in the home that would require assistance during working hours.
• Ability to sit at a workstation for prolonged periods and perform extensive computer work in a fast‑paced environment.

Skills

• Strong verbal and written communication skills.
• Knowledge of good telephone etiquette, soft skills, and emotional intelligence.
• Effective listening skills.
• Mastery of time management and organization with ability to pivot from task to task.
• Excellent attention to detail and documentation.
• Outstanding organizational, interpersonal, and administrative skills.
• Ability to work as part of a team and independently.
• Self‑motivated and able to meet deadlines under pressure.

Benefits

The Phia Group offers exceptional benefits and has been recognized as a Top Workplace by USA Today (2026) and by regional publications including The