Remote Healthcare Customer Service Representative (11:30am - 8pm EST)
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to decide which sections have content.
We have:
- Intro: "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.
- Company description: The Phia Group provides claim recovery services... mission... etc.
- Ideal candidate description: 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 a positive caller experience...
- Then "Essential Duties And Responsibilities" 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 we can include as part of Responsibilities? But it's a separate section; but we might keep if substantive. It includes sitting, computer work, fast paced. Could be part of Responsibilities or a separate "Working Conditions". The instruction says include a section ONLY when posting has real, specific content for it. It does have content. Could be a section like "Working Conditions". However the allowed headings list does not include Working Conditions; but we can still use for any heading? The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It gives examples but not exhaustive; we can use other headings as needed? Probably we should stick to those examples. But we can also create a section like "Working Conditions" if needed. However they said "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)". That suggests those are the typical headings we might use; we can also use others if appropriate. Safer to map content to those headings.
We have:
- About the role: could include remote note, first four weeks training shift, company mission, etc.
- Responsibilities: the Essential Duties And Responsibilities list.
- Requirements/Qualifications: Experience And Qualifications list.
- Skills: maybe we can extract skills from qualifications (communication, time management, etc.) but we could combine into Qualifications.
- Benefits: not mentioned except "exceptional benefits for yourself" but not specific; we should not create Benefits unless specific. The posting mentions "you can look forward to not only exceptional benefits for yourself" but no detail. That's vague; we should not create Benefits section because it's not specific (no detail). So omit.
- Pay: Salary: $47,000 / year base. That's specific, so we can create Pay section.
- Schedule: mention fully remote role, first four weeks training need different earlier shift. That's schedule info. So we can create Schedule section.
Thus sections: About the role, Responsibilities, Qualifications (or Requirements), Pay, Schedule.
We need to preserve all substantive information, not invent or summarize away detail. Use - for any list of duties/requirements/benefits. Use
for prose.
We must not repeat job title as heading. Not include Job ID etc.
We must remove EEO boilerplate, duplicated lines, application instructions.
We need to ensure we keep all substantive info: remote note, training shift, company description, mission, accolades, duties list, qualifications list, salary.
Let's extract details.
From text:
- "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 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."
- Then "Essential Duties And Responsibilities" list (we need to capture each bullet). The list appears as a paragraph with periods separating items but we can treat each sentence as a bullet. Let's extract:
1. Manage high-volume customer inquiries through phone calls, voicemails, faxes, scanned correspondence, and emails.
2. Identify and assess customer needs to achieve maximum client satisfaction.
3. Assist callers in real-time with data collection or education; Transfer/redirect calls to the appropriate Recovery Specialists when appropriate.
4. Utilize internal systems and resources to provide accurate, valid and complete information relevant to the situation.
5. Ensure adequate phone coverage with regular attendance and use of situational awareness during scheduled shift to minimize missed and abandoned calls.
6. Review, promote, and activate both client & Phia generated referrals that result from Call Center activity.
7. 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.
8. Ensure all calls and/or case activations, data entry, and data management are handled within company guidelines.
9. Maintain and respond to department requests submitted through the online questionnaire portal.
10. Maintain and research automatic updates generated through a national database used to identify third party claims.
11. Perform reviews of scanned documentation for systematic update such as Phia Accident Questionnaires
12. Generate client specific reports on a weekly basis, as-needed.
13. Responsible for protecting company assets from unauthorized access, disclosure and/or modification; as well as comply with the organization's information security policies.
- Then "Experience And Qualifications" list:
- 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
- Then diversity boilerplate (remove).
- Working Conditions / Physical Demands: Sitting at workstation for prolong periods of time. Extensive computer work. Fast paced work environment. 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.
We might keep Working Conditions as a section? But we already have Schedule and Pay. The Working Conditions includes sitting, computer work, fast paced. Could be part of Responsibilities or a separate section. Since we have a Schedule section already, we could add a Working Conditions section. However the instruction says prefer a few substantive sections over many thin ones. We could incorporate Working Conditions into Responsibilities or About the role. But it's about physical demands, not duties. Might be better to keep as a separate section "Working Conditions". However the allowed headings list didn't include it, but we can still use
for any heading. I'd include it.
But we must not create sections with filler like "not specified". This is specific.
Thus sections: About the role, Responsibilities, Qualifications, Working Conditions, Pay, Schedule.
Check if any duplication: The remote note and training shift also appear in Schedule; we should not duplicate in About the role. We'll keep remote note in Schedule maybe, but also mention fully remote role in About the role? The instruction: do not repeat job title as heading; but we can mention remote in About the role if we want, but better to avoid duplication. We'll put remote note and training shift in Schedule section. About the role will contain company description, mission, accolades, ideal candidate mindset, etc.
Now we need to output HTML fragment only, no /. Use for headings,
for prose,
- for lists.
We must ensure we preserve all substantive information: let's list all points to include.
About the role prose:
- The Phia Group provides 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 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
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It gives examples but not exhaustive; we can use other headings as needed? Probably we should stick to those examples. But we can also create a section like "Working Conditions" if needed. However they said "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)". That suggests those are the typical headings we might use; we can also use others if appropriate. Safer to map content to those headings.
We have:
- About the role: could include remote note, first four weeks training shift, company mission, etc.
- Responsibilities: the Essential Duties And Responsibilities list.
- Requirements/Qualifications: Experience And Qualifications list.
- Skills: maybe we can extract skills from qualifications (communication, time management, etc.) but we could combine into Qualifications.
- Benefits: not mentioned except "exceptional benefits for yourself" but not specific; we should not create Benefits unless specific. The posting mentions "you can look forward to not only exceptional benefits for yourself" but no detail. That's vague; we should not create Benefits section because it's not specific (no detail). So omit.
- Pay: Salary: $47,000 / year base. That's specific, so we can create Pay section.
- Schedule: mention fully remote role, first four weeks training need different earlier shift. That's schedule info. So we can create Schedule section.
Thus sections: About the role, Responsibilities, Qualifications (or Requirements), Pay, Schedule.
We need to preserve all substantive information, not invent or summarize away detail. Use - for any list of duties/requirements/benefits. Use
for prose.
We must not repeat job title as heading. Not include Job ID etc.
We must remove EEO boilerplate, duplicated lines, application instructions.
We need to ensure we keep all substantive info: remote note, training shift, company description, mission, accolades, duties list, qualifications list, salary.
Let's extract details.
From text:
- "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 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."
- Then "Essential Duties And Responsibilities" list (we need to capture each bullet). The list appears as a paragraph with periods separating items but we can treat each sentence as a bullet. Let's extract:
1. Manage high-volume customer inquiries through phone calls, voicemails, faxes, scanned correspondence, and emails.
2. Identify and assess customer needs to achieve maximum client satisfaction.
3. Assist callers in real-time with data collection or education; Transfer/redirect calls to the appropriate Recovery Specialists when appropriate.
4. Utilize internal systems and resources to provide accurate, valid and complete information relevant to the situation.
5. Ensure adequate phone coverage with regular attendance and use of situational awareness during scheduled shift to minimize missed and abandoned calls.
6. Review, promote, and activate both client & Phia generated referrals that result from Call Center activity.
7. 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.
8. Ensure all calls and/or case activations, data entry, and data management are handled within company guidelines.
9. Maintain and respond to department requests submitted through the online questionnaire portal.
10. Maintain and research automatic updates generated through a national database used to identify third party claims.
11. Perform reviews of scanned documentation for systematic update such as Phia Accident Questionnaires
12. Generate client specific reports on a weekly basis, as-needed.
13. Responsible for protecting company assets from unauthorized access, disclosure and/or modification; as well as comply with the organization's information security policies.
- Then "Experience And Qualifications" list:
- 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
- Then diversity boilerplate (remove).
- Working Conditions / Physical Demands: Sitting at workstation for prolong periods of time. Extensive computer work. Fast paced work environment. 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.
We might keep Working Conditions as a section? But we already have Schedule and Pay. The Working Conditions includes sitting, computer work, fast paced. Could be part of Responsibilities or a separate section. Since we have a Schedule section already, we could add a Working Conditions section. However the instruction says prefer a few substantive sections over many thin ones. We could incorporate Working Conditions into Responsibilities or About the role. But it's about physical demands, not duties. Might be better to keep as a separate section "Working Conditions". However the allowed headings list didn't include it, but we can still use
for any heading. I'd include it.
But we must not create sections with filler like "not specified". This is specific.
Thus sections: About the role, Responsibilities, Qualifications, Working Conditions, Pay, Schedule.
Check if any duplication: The remote note and training shift also appear in Schedule; we should not duplicate in About the role. We'll keep remote note in Schedule maybe, but also mention fully remote role in About the role? The instruction: do not repeat job title as heading; but we can mention remote in About the role if we want, but better to avoid duplication. We'll put remote note and training shift in Schedule section. About the role will contain company description, mission, accolades, ideal candidate mindset, etc.
Now we need to output HTML fragment only, no /. Use for headings,
for prose,
- for lists.
We must ensure we preserve all substantive information: let's list all points to include.
About the role prose:
- The Phia Group provides 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 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
- for any list of duties/requirements/benefits. Use
for prose. We must not repeat job title as heading. Not include Job ID etc. We must remove EEO boilerplate, duplicated lines, application instructions. We need to ensure we keep all substantive info: remote note, training shift, company description, mission, accolades, duties list, qualifications list, salary. Let's extract details. From text: - "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 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." - Then "Essential Duties And Responsibilities" list (we need to capture each bullet). The list appears as a paragraph with periods separating items but we can treat each sentence as a bullet. Let's extract: 1. Manage high-volume customer inquiries through phone calls, voicemails, faxes, scanned correspondence, and emails. 2. Identify and assess customer needs to achieve maximum client satisfaction. 3. Assist callers in real-time with data collection or education; Transfer/redirect calls to the appropriate Recovery Specialists when appropriate. 4. Utilize internal systems and resources to provide accurate, valid and complete information relevant to the situation. 5. Ensure adequate phone coverage with regular attendance and use of situational awareness during scheduled shift to minimize missed and abandoned calls. 6. Review, promote, and activate both client & Phia generated referrals that result from Call Center activity. 7. 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. 8. Ensure all calls and/or case activations, data entry, and data management are handled within company guidelines. 9. Maintain and respond to department requests submitted through the online questionnaire portal. 10. Maintain and research automatic updates generated through a national database used to identify third party claims. 11. Perform reviews of scanned documentation for systematic update such as Phia Accident Questionnaires 12. Generate client specific reports on a weekly basis, as-needed. 13. Responsible for protecting company assets from unauthorized access, disclosure and/or modification; as well as comply with the organization's information security policies. - Then "Experience And Qualifications" list: - 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 - Then diversity boilerplate (remove). - Working Conditions / Physical Demands: Sitting at workstation for prolong periods of time. Extensive computer work. Fast paced work environment. 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. We might keep Working Conditions as a section? But we already have Schedule and Pay. The Working Conditions includes sitting, computer work, fast paced. Could be part of Responsibilities or a separate section. Since we have a Schedule section already, we could add a Working Conditions section. However the instruction says prefer a few substantive sections over many thin ones. We could incorporate Working Conditions into Responsibilities or About the role. But it's about physical demands, not duties. Might be better to keep as a separate section "Working Conditions". However the allowed headings list didn't include it, but we can still use
for any heading. I'd include it. But we must not create sections with filler like "not specified". This is specific. Thus sections: About the role, Responsibilities, Qualifications, Working Conditions, Pay, Schedule. Check if any duplication: The remote note and training shift also appear in Schedule; we should not duplicate in About the role. We'll keep remote note in Schedule maybe, but also mention fully remote role in About the role? The instruction: do not repeat job title as heading; but we can mention remote in About the role if we want, but better to avoid duplication. We'll put remote note and training shift in Schedule section. About the role will contain company description, mission, accolades, ideal candidate mindset, etc. Now we need to output HTML fragment only, no /. Use
for headings,
for prose,
- for lists. We must ensure we preserve all substantive information: let's list all points to include. About the role prose: - The Phia Group provides 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 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