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

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We need to parse the posting. Content: - "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." That's about schedule/remote. - Description of company: The Phia Group provides claim recovery services... mission etc. - Ideal Customer Service Representative will present service-driven mindset... - Work in Customer Service Department includes but not limited to answering calls... - Goal for typical interaction... - As a Contact Center Customer Service Representative, you will: support positive caller experience... - Then list of tasks (Essential Duties And Responsibilities) bullet list. - Then "Experience And Qualifications" list. - Then "The Phia Group’s Commitment to Diversity" (EEO) - we should remove boilerplate EEO? The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. So we should drop that section. - Then "Working Conditions / Physical Demands" - maybe include as part of Requirements? Could be a section but not in list of allowed headings. We could incorporate into Responsibilities or Requirements? Probably better to include as a separate section? The allowed headings list does not include Working Conditions; we could omit or fold into Requirements? The instruction: "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., not exclusive. But we should prefer those headings. We could create a section "Working Conditions" but not in list; maybe better to incorporate into Responsibilities or Requirements. However the instruction says "Prefer a few substantive sections over many thin ones." So we can combine. - Salary: $47,000 / year base -> Pay section. - Also remote role and shift requirement -> Schedule section. - Benefits: mention "exceptional benefits for yourself" and being named top workplace etc. Could be Benefits section. - About the role: overview of role and company. - Responsibilities: list of duties. - Requirements/Qualifications: experience and qualifications list. - Skills: maybe we can extract skills from qualifications: strong verbal/written communication, telephone etiquette, soft skills, emotional intelligence, listening, time management, organization, attention to detail, organizational, interpersonal, administrative, teamwork, independent work, self-motivated, meet deadlines under pressure. Could be Skills section. But we need to avoid duplication. We could have sections: About the role, Responsibilities, Requirements, Skills, Benefits, Pay, Schedule. We must not repeat job title as heading. No Job ID. We must preserve all substantive information; do not invent or summarize away detail. So we need to keep details like "2+ years of experience in one of the following areas: Law Firm, Insurance Company, Third Party Administrator (TPA) or Medical Field", "Call center experience", "Located in MST or PST preferred", etc. We need to ensure we don't include boilerplate EEO etc. We need to remove duplicated lines. Let's extract substantive content: Paragraphs: 1. "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." 2. "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." 3. "The ideal Customer Service Representative will present a service-driven mindset and strive for excellence in their interactions." 4. "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 promote/demote those cases accordingly." 5. "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 Today’s 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." 6. "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." 7. Then list of Essential Duties And Responsibilities (bullet points). We'll capture each as

. 8. Then "Experience And Qualifications" list. 9. Then "The Phia Group’s Commitment to Diversity" (EEO) - remove. 10. Then "Working Conditions / Physical Demands" - we could incorporate into Responsibilities or Requirements? Might be better to include as a separate section "Working Conditions". But not in allowed headings list; but we could still use

for it? The instruction says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but says "Use

for section headings (e.g ...)". It implies we should use those headings for sections. Safer to stick to those headings. So we can fold working conditions into Responsibilities or Requirements. Probably Responsibilities includes physical demands? Not exactly. Could add a bullet under Responsibilities: "Sitting at workstation for prolonged periods; extensive computer work; fast-paced work environment." That is substantive. 11. Then "This job description is not intended to be..." boilerplate - remove. 12. Then "Salary: $47,000 / year base" -> Pay. Now we need to create sections. About the role: combine paragraphs 1-6? Actually about role includes remote note, company description, ideal rep, work includes, mission, benefits, contact center rep tasks. We'll summarize but must preserve all substantive information; we cannot summarize away detail. However we can keep the details as is within

tags. We can include multiple paragraphs. We must not invent or summarize away detail. So we need to keep the exact sentences? We can keep them but maybe rephrase? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." Means we should not omit details, but we can rephrase? Safer to keep the original sentences as they are, maybe split into paragraphs. We'll create

elements containing the sentences. We need to avoid duplication: some sentences appear elsewhere like "support a positive caller experience..." appears also in essential duties? We'll keep but ensure not duplicate. Let's list all substantive sentences (excluding boilerplate EEO, working conditions boilerplate, job description not intended list, etc.) Sentences: - 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 promote/demote 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 Today’s 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. Now Essential Duties list (each bullet): - 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 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 and/or adjuster information to the appropriate tabs in the system along with any additional pertinent information, as-needed. - Ensure all calls and/or 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 and/or modification; as well as comply with the organization's information security policies. Now Experience And Qualifications list (each bullet): - 2+ years of experience in one of the following areas: 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 closed off door for privacy - Sufficient internet speed to support video, IP phone, and multi-system usage - No distractions in home that would require assistance during working hours - 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 - 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 Now Benefits: from earlier: "exceptional benefits for yourself" and being named top workplace etc. Also maybe "exceptional benefits for yourself" is a benefit. Also being named USA Today Top Workplaces 2026, Boston Globe etc. We'll capture