The Phia Group, LLC

Customer Support

• 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 or redirect calls to appropriate Recovery Specialists
• Use internal systems and resources to provide accurate, complete information
• Maintain phone coverage during the scheduled shift to minimize missed and abandoned calls
• Review, promote, and activate client and Phia-generated referrals from Call Center activity
• Collect and document attorney and adjuster information in the system
• Handle calls, case activations, data entry, and data management according to company guidelines
• Respond to department requests through the online questionnaire portal
• Research automatic updates from a national third-party claims database
• Review scanned documentation for systematic updates, including Phia Accident Questionnaires
• Generate client-specific weekly reports as needed
• Protect company assets from unauthorized access, disclosure, or modification
• Comply with organizational information security policies

Healthcare Customer Service Representative

• 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 or redirect calls to appropriate Recovery Specialists when appropriate
• Use internal systems and resources to provide accurate, valid, and complete information
• Maintain regular attendance and phone coverage during the scheduled shift
• Review, promote, and activate client- and Phia-generated referrals resulting from Call Center activity
• Collect and document attorney and/or adjuster information and other pertinent information in the system
• Handle calls, case activations, data entry, and data management within company guidelines
• Respond to department requests submitted through the online questionnaire portal
• Maintain and research automatic updates from a national database used to identify third-party claims
• Review scanned documentation for systematic updates, such as Phia Accident Questionnaires
• Generate client-specific reports weekly as needed
• Protect company assets from unauthorized access, disclosure, or modification and comply with information security policies
• Support recovery staff and educate callers while providing a positive caller experience

• 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 or redirect calls to appropriate Recovery Specialists
• Use internal systems and resources to provide accurate, complete information
• Maintain phone coverage through regular attendance and situational awareness
• Review, promote, and activate client- and Phia-generated referrals from call center activity
• Collect and document attorney and/or adjuster information in the appropriate system tabs
• Handle calls, case activations, data entry, and data management within company guidelines
• Respond to department requests submitted through the online questionnaire portal
• Maintain and research automatic updates from a national database identifying third-party claims
• Review scanned documentation for systematic updates, including Phia Accident Questionnaires
• Generate client-specific reports weekly as needed
• Protect company assets from unauthorized access, disclosure, or modification
• Comply with organizational information security policies
• Work an 11:30 a.m.–8:00 p.m. EST shift; work an earlier shift during the first four weeks of training

• Answer calls and written inquiries from clients, insureds, attorneys, and adjusters
• Collect accident details to determine potential sources of recovery and promote or demote cases accordingly
• Support a positive caller experience by being available in call queues, engaging with customers, and educating callers
• Manage high-volume 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 or redirect calls to appropriate Recovery Specialists
• Use internal systems and resources to provide accurate, complete information
• Maintain phone coverage and minimize missed or abandoned calls
• Review, promote, and activate client and Phia-generated referrals
• Collect and document attorney and adjuster information in the appropriate system tabs
• Handle calls, case activations, data entry, and data management within company guidelines
• Respond to department requests submitted through the online questionnaire portal
• Research automatic updates from a national database used to identify third-party claims
• Review scanned documentation for systematic updates, including Phia Accident Questionnaires
• Generate client-specific reports weekly as needed
• Protect company assets from unauthorized access, disclosure, or modification
• Comply with organizational information security policies

• Answer calls and written inquiries from clients, insureds, attorneys, and adjusters
• Collect accident details to determine potential sources of recovery and promote or demote cases accordingly
• Support a positive caller experience by participating in call queues, engaging with customers, and educating callers
• Manage high-volume 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 or redirect calls to appropriate Recovery Specialists
• Use internal systems and resources to provide accurate, complete information
• Maintain phone coverage through regular attendance and situational awareness
• Review, promote, and activate client- and Phia-generated referrals
• Collect and document attorney and adjuster information in the appropriate system tabs
• Handle calls, case activations, data entry, and data management according to company guidelines
• Respond to department requests submitted through the online questionnaire portal
• Maintain and research automatic updates from a national database identifying third-party claims
• Review scanned documentation for systematic updates, such as Phia Accident Questionnaires
• Generate client-specific reports weekly as needed
• Protect company assets from unauthorized access, disclosure, or modification
• Comply with organizational information security policies

• Answer calls and written inquiries from clients, insureds, attorneys, and adjusters
• Collect accident details to determine potential sources of recovery and promote or demote cases accordingly
• Support a positive caller experience through call-queue availability, customer engagement, and caller education
• Manage high-volume inquiries through 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 or redirect calls to appropriate Recovery Specialists
• Use internal systems and resources to provide accurate, complete information
• Maintain phone coverage and minimize missed or abandoned calls
• Review, promote, and activate client- and Phia-generated referrals
• Collect and document attorney and adjuster information in system tabs
• Handle calls, case activations, data entry, and data management within company guidelines
• Respond to department requests through the online questionnaire portal
• Research automatic updates from a national database identifying third-party claims
• Review scanned documentation for systematic updates, including Phia Accident Questionnaires
• Generate client-specific reports weekly as needed
• Protect company assets and comply with information security policies
• Complete additional tasks supporting the Recovery Department as needed

• Answer calls and written inquiries from clients, insureds, attorneys, and adjusters
• Collect accident details to determine potential sources of recovery and promote or demote cases accordingly
• Support a positive caller experience by being available in call queues, engaging customers, and educating callers
• Manage high-volume 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 or redirect calls to appropriate Recovery Specialists
• Use internal systems and resources to provide accurate, complete information
• Maintain phone coverage through regular attendance and situational awareness
• Review, promote, and activate client and Phia-generated referrals
• Collect and document attorney and adjuster information in the appropriate system tabs
• Handle calls, case activations, data entry, and data management within company guidelines
• Maintain and respond to department requests through the online questionnaire portal
• Research automatic updates from a national database identifying third-party claims
• Review scanned documentation for systematic updates, including Phia Accident Questionnaires
• Generate client-specific reports weekly as needed
• Protect company assets from unauthorized access, disclosure, or modification
• Comply with information security policies

• Answer calls and written inquiries from clients, insureds, attorneys, and adjusters
• Collect accident details to determine potential sources of recovery and promote or demote cases accordingly
• Support a positive caller experience through call queue availability, customer engagement, and caller education
• Manage high-volume inquiries through calls, voicemails, faxes, scanned correspondence, and emails
• Identify and assess customer needs to achieve maximum client satisfaction
• Assist callers with real-time data collection or education
• Transfer or redirect calls to appropriate Recovery Specialists
• Use internal systems and resources to provide accurate, complete information
• Maintain phone coverage and minimize missed and abandoned calls
• Review, promote, and activate client and Phia-generated referrals
• Collect and document attorney and adjuster information in the appropriate system tabs
• Handle calls, case activations, data entry, and data management within company guidelines
• Respond to department requests through the online questionnaire portal
• Research automatic updates from a national database used to identify third-party claims
• Review scanned documentation for systematic updates, such as Phia Accident Questionnaires
• Generate client-specific reports weekly as needed
• Protect company assets and comply with information security policies

Customer Service Representative

• Answer 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 and education
• Transfer or redirect calls to appropriate Recovery Specialists
• Use internal systems and resources to provide accurate, complete information
• Maintain phone coverage through regular attendance and situational awareness
• Review, promote, and activate client- and Phia-generated referrals from call center activity
• Collect and document attorney and adjuster information in the appropriate system tabs
• Handle calls, case activations, data entry, and data management within company guidelines
• Maintain and respond to department requests through the online questionnaire portal
• Research automatic updates from a national database identifying third-party claims
• Review scanned documentation for systematic updates, including Phia Accident Questionnaires
• Generate client-specific weekly reports as needed
• Protect company assets from unauthorized access, disclosure, or modification
• Comply with information security policies
• Support The Phia Group’s claim recovery services for health benefit plans

• Answer calls and written inquiries from clients, insureds, attorneys, and adjusters
• Collect accident details to determine potential sources of recovery and promote or demote cases accordingly
• Support a positive caller experience through call queue availability, customer engagement, and education
• Manage high-volume inquiries through 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 or redirect calls to appropriate Recovery Specialists
• Use internal systems and resources to provide accurate, complete information
• Maintain phone coverage and minimize missed and abandoned calls
• Review, promote, and activate client- and Phia-generated referrals
• Collect and document attorney and adjuster information in the appropriate system tabs
• Handle calls, case activations, data entry, and data management within company guidelines
• Respond to department requests through the online questionnaire portal
• Research automatic updates from a national database identifying third-party claims
• Review scanned documentation for systematic updates, such as Phia Accident Questionnaires
• Generate client-specific weekly reports as needed
• Protect company assets and comply with information security policies

• Answer calls and written inquiries from clients, insureds, attorneys, and adjusters
• Collect accident details to determine potential sources of recovery and promote or demote cases accordingly
• Support a positive caller experience by participating in call queues, engaging with customers, and educating callers
• Manage high-volume 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 or redirect calls to appropriate Recovery Specialists
• Use internal systems and resources to provide accurate, complete information
• Maintain phone coverage and minimize missed and abandoned calls
• Review, promote, and activate client and Phia-generated referrals
• Collect and document attorney and adjuster information in the appropriate system tabs
• Handle calls, case activations, data entry, and data management within company guidelines
• Respond to department requests through the online questionnaire portal
• Research automatic updates from a national database used to identify third-party claims
• Review scanned documentation for systematic updates, including Phia Accident Questionnaires
• Generate client-specific reports weekly as needed
• Protect company assets from unauthorized access, disclosure, or modification
• Comply with information security policies

• Answer calls and written inquiries from clients, insureds, attorneys, and adjusters
• Collect accident details to determine potential sources of recovery and promote or demote cases accordingly
• Support a positive caller experience by participating in call queues, engaging with customers, and educating callers
• Manage high-volume inquiries through 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 or redirect calls to appropriate Recovery Specialists
• Use internal systems and resources to provide accurate, complete information
• Maintain phone coverage and minimize missed and abandoned calls
• Review, promote, and activate client and Phia-generated referrals
• Collect and document attorney and adjuster information and other pertinent data
• Handle calls, case activations, data entry, and data management within company guidelines
• Respond to department requests submitted through the online questionnaire portal
• Research automatic updates from a national database used to identify third-party claims
• Review scanned documentation for systematic updates, including Phia Accident Questionnaires
• Generate client-specific reports weekly as needed
• Protect company assets from unauthorized access, disclosure, or modification and comply with information security policies

• Answer calls and written inquiries from clients, insureds, attorneys, and adjusters
• Collect accident details to determine potential sources of recovery
• Promote or demote cases based on collected information
• Support a positive caller experience in call queues
• Engage with and educate customers
• Manage high-volume inquiries through calls, voicemails, faxes, scanned correspondence, and emails
• Identify and assess customer needs to maximize client satisfaction
• Assist callers in real time with data collection or education
• Transfer or redirect calls to appropriate Recovery Specialists
• Use internal systems and resources to provide accurate and complete information
• Maintain phone coverage and minimize missed or abandoned calls
• Review, promote, and activate client and Phia-generated referrals
• Collect and document attorney and adjuster information in the system
• Handle calls, case activations, data entry, and data management within company guidelines
• Respond to department requests through the online questionnaire portal
• Research automatic updates from a national database used to identify third-party claims
• Review scanned documentation for systematic updates, including Phia Accident Questionnaires
• Generate client-specific reports weekly as needed
• Protect company assets and comply with information security policies