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Customer Care Representative - Call Center

The Phia Group Braintree, MA
  • Expired: 2 days ago. Applications are no longer accepted.

Provide superior customer service skills to an array of callers including: clients, insureds, attorneys, adjusters, etc.. Collect accident details to determine potential sources of recovery and promote/demote those cases accordingly. Record call and customer information through scanning to an internal database. Perform additional tasks (on an as-needed basis) to assist with the day-to-day activities of the Recovery Department.

Key Responsibilities
• Manage a large amount of customer inquiries through phone calls, voicemails, faxes, and emails
• Identify and assess customer’s needs in order to achieve maximum client satisfaction
• Transfer/redirect calls to the appropriate Recovery Specialists
• Provide accurate, valid and complete information by using correct methods and tools
• Ensure adequate phone coverage during company’s hours of operation to minimize missed and abandoned calls
• Review, promote and activate both client & Phia generated referrals that result from Call Center activity
• Ensure all calls and/or case activations are handled within company guidelines
• Maintain requests submitted through the online questionnaire portal
• Maintain automatic updates generated through a national database used to identify third party claims
• Perform scanning and/or filing of necessary documents such as Phia Accident Questionnaires
• Generate client specific reports on a weekly basis (as needed).

Experience and Qualifications
• High School diploma or equivalent preferred.
• 3-5 years’ experience working in a call center environment providing customer service.
• Bilingual preferred, but not required.
• Strong verbal and written communication skills.
• Knowledge of good telephone etiquette technique required.
• Excellent attention to detail with the ability to multi-task.
• 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.

Candidates must be open to working late shift 10:30 am - 7:00 pm multiple nights a week

The Phia Group

Why Work Here?

The Phia Group is a leader in the healthcare industry, striving to always provide our clients exceptional service and consultation.

The Phia Group, LLC, headquartered in Braintree, Massachusetts, is an experienced provider of health care cost containment techniques offering comprehensive consulting services, plan document drafting, subrogation and overpayment recovery, claim negotiation, plan defense, designed to control costs and protect plan assets. The Phia Group's overall mission is to reduce the cost of healthcare through innovative technologies, legal expertise, and focused, flexible customer service. By providing the industry with best practices and staying true to a forward thinking methodology, The Phia Group boasts an all encompassing cost containment program for the ever-changing healthcare industry. Our employees thrive in an atmosphere that offers supportive leadership, continuing education, internal mobility, growth opportunities and above all, a dedication to making health benefits affordable for employers and employees. Our company has achieved incredible growth and success – year after year – by focusing on our core mission and values on which our organization was built.


Braintree, MA