Central Services Telephonic Intake Operator

TRISTAR Insurance Group is seeking a Central Services Telephonic Intake Operator to serve as the initial point of contact for callers reporting new claims. The role involves managing incoming calls, providing exceptional customer service, and ensuring accurate documentation of claims.

Responsibilities

• Answer and assist with all incoming calls, including first notice, and route them to the appropriate person or department
• Manage a high-volume, multi-line telephone system effectively
• Set up and enter new liability, subrogation, and first notice of loss reports in the claims/notice reporting systems or portals
• Accurately document each call and its outcome in a clear, concise, and timely manner
• Monitor dedicated client email inboxes for new first notice loss reports
• Monitor phone lines and hold times, report excessive hold times to the supervisor for adjustment
• Perform a variety of clerical duties as assigned
• Maintain confidentiality and comply with HIPAA and PHI regulations
• Use communication tools such as instant messaging, email, and Zoom to stay connected with team members and supervisors
• Inform the supervisor of any phone system issues, customer concerns, or required escalations
• Immediately report system or equipment issues, downtimes, or loss of access to remote resources
• Demonstrate proficiency in transcription, data entry, and adherence to established workflows
• Establish rapport with callers, guide them through the reporting process, and deliver exceptional customer service
• Perform other duties as assigned
• Meet administrative requirements, including productivity, time management, and Quality Assurance standards
• Maintain strict confidentiality in accordance with HIPAA and PHI guidelines
• Perform other job duties as assigned

Skills

• High school diploma or GED required
• Strong communication skills and a customer service mindset; collaborative team player
• Ability to manage operator equipment such as headsets and intercoms
• Proficient computer skills with the ability to work in multiple software programs and perform clerical tasks
• Ability to monitor multiple phone lines with attention to detail amid frequent interruptions
• Strong problem-solving skills with the ability to navigate varied situations
• Excellent interpersonal, organizational, and time-management skills
• Ability to set priorities and work independently
• Adherence to professional standards, ethics, and company policies and procedures
• Commitment to continuous quality improvement, customer service excellence, and teamwork
• Excellent typing/keyboard skills (45–50 WPM) with 95% accuracy
• Ability to work proficiently within various computer systems
• Ability to navigate a Windows environment and utilize Microsoft 365, Outlook, Word, and Excel (create, edit, save, and send documents)
• Understanding of workers' compensation and liability claims preferred
• Medical transcription or data-entry experience preferred
• Bilingual in Spanish and English

Benefits

• Medical, Dental, Vision, Disability & Life Insurance
• 401(k) plan
• Referral bonus
• Paid time off
• Paid holidays.

Company Overview