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. Key info: - Fully remote role. - During first four weeks of training, must be able to work a different earlier shift. - The Phia Group provides claim recovery services for health benefit plans. - Description of role: ideal CSR, service-driven mindset, etc. - Work includes answering calls and written inquiries from clients, insureds, attorneys, adjusters. - Goal: collect accident details to determine potential sources of recovery and promote/demote cases. - Mission statement. - Benefits: exceptional benefits, named top workplace, etc. - As a Contact Center CSR: support positive caller experience, etc. - List of duties (Essential Duties And Responsibilities) bullet list. - Experience And Qualifications: bullet list of requirements. - Salary: $47,000 / year base. - No explicit benefits details besides "exceptional benefits". Could we include Benefits section? The posting mentions "you can look forward to not only exceptional benefits for yourself". That's vague but still a statement about benefits. The rule: never create Benefits section unless posting actually states them. It does state "exceptional benefits". That's a statement, albeit vague. Should we include? It says "exceptional benefits for yourself". That's a benefit mention. Could include a Benefits section with that statement. However we need to avoid filler like "not specified". This is somewhat vague but still a statement. I'd include a Benefits section with that sentence. - Schedule: mention that during first four weeks of training, must be able to work a different earlier shift. different earlier shift. Also fully remote role. No explicit regular schedule. Could we create Schedule section? It mentions shift requirement for training. That's schedule-related. Could include Schedule section with that detail. - Pay: Salary $47,000/year base. So include Pay section. - About the role: we can have an introductory paragraph summarizing role. - Responsibilities: the list of duties. - Requirements/Qualifications/Skills: we have Experience And Qualifications list. Could split into Requirements (experience, location preferences) and Qualifications (education, bilingual preferred) and Skills (communication, etc). But we should prefer few substantive sections over many thin ones. Could combine Experience And Qualifications into a single "Requirements" section with bullet list. Or we could have "Qualifications" and "Skills". But we need to avoid thin sections. Let's decide: Use "Responsibilities" for duties list. Use "Requirements" for experience/qualifications/skills combined. Use "Pay" for salary. Use "Benefits" for exceptional benefits statement. Use "Schedule" for shift requirement. Use "About the role" maybe for introductory description. We must not repeat job title as heading. No Job ID. We must remove boilerplate: EEO, diversity statement, working conditions, physical demands, etc. Also remove "The Phia Group’s Commitment to Diversity" etc. Also remove "Working Conditions / Physical Demands". Also remove "This job description is not intended..." etc. Also remove "External and internal applicants..." etc. Also remove "The Phia Group is also committed..." etc. Also remove "As a Contact Center Customer Service Representative, you will:" maybe part of responsibilities but we can keep as part of responsibilities prose. We need to preserve all substantive information. So we need to keep the mission statement, top workplace recognitions, etc. Those are substantive? They are about company culture; could be considered part of About the role or Benefits? Might be considered fluff but it's substantive about company. We'll keep in About the role paragraph. We need to keep the bullet list of duties exactly as given (but we can reformat as

• ). Ensure we preserve all duties. We need to keep the Experience And Qualifications bullet list exactly. We need to keep Salary line. We need to keep the statement about remote role and training shift. Let's extract sections. First, introductory paragraph: "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." That's a lot; we can put that in About the role

  . Then Responsibilities: the bullet list under "Essential Duties And Responsibilities". We'll capture each line. Then Requirements: the bullet list under "Experience And Qualifications". We'll capture each line. Then Pay: "Salary: $47,000 / year base" Then Benefits: "you can look forward to not only exceptional benefits for yourself" maybe also mention top workplace awards? That could be considered benefits? But we already used that in About the role. Benefits section could just be the exceptional benefits statement. However we might also include the recognition as part of Benefits? But we already used them in About the role. To avoid duplication, we can keep them in About the role only. Benefits section just the exceptional benefits statement. Schedule: "During the first four weeks of training, you must be able to work a different earlier shift." Also note fully remote role maybe also schedule? But schedule section can contain that shift requirement. We need to ensure we don't create sections with filler. All sections have specific content. Now produce HTML:

  About the role

  ... (the paragraph)

  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 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.

  Requirements

  • 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

  Pay

  Salary: $47,000 / year base

  Benefits

  You can look forward to exceptional benefits for yourself.

  Schedule

  During the first four weeks of training, you must be able to work a different earlier shift.

  We should also mention fully remote role maybe in About the role or Schedule? Already in About the role we said "Please note this is a fully remote role." We included that in About the role paragraph? Actually we placed that sentence in the introductory paragraph? We need to include it. Let's add it to About the role paragraph at start. Thus About the role paragraph: "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." But note we moved the shift sentence to About the role and also have a Schedule section with same sentence. That would duplicate. Better to keep shift sentence only in Schedule section, not duplicate. So About the role should not include the shift sentence. We'll keep About the role without that sentence, and Schedule will have it. Also we need to keep the fully remote note somewhere; we can put that in About the role. Thus About the role paragraph: "Please note this is a fully remote role. 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