Job Description

Central Services Telephonic Intake Operator

Optional Work from Home Chicago Office - Chicago, IL 60606

Overview

Salary Range $20.00 - $22.00 Hourly Position Type Full Time Education Level High School Diploma or GED

Central Services Telephonic Intake Operator

POSITION SUMMARY: Under minimal supervision, the Central Services Telephonic Intake Operator serves as the initial point of contact for callers reporting new Workers' Compensation, Liability, and Subrogation claims to TRISTAR, whether by phone or email. This role answers incoming calls, directs them appropriately, and creates a positive first impression by providing exceptional customer service.

Responsibilities include clerical support for TRISTAR divisions, independent work with strict deadlines, accurate documentation, and maintaining a professional phone demeanor. The position requires strong transcription or data-entry skills and an understanding of how workers' compensation and liability claims are initiated and processed across various clients and jurisdictions.

Essential Duties and 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.

Additional Functions and Responsibilities

• 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.

Qualifications

Education

• High school diploma or GED required.
• Understanding of workers' compensation and liability claims preferred.
• Medical transcription or data-entry experience preferred.

Other Qualifications

• Preferred: Bilingual in Spanish and English.

Knowledge, Skills, and Abilities

• 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 (4550 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).

Here are some of the benefits you can enjoy in this role:

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

Mental and Physical Requirements: [see separate attachment for a copy of the checklist of psychological and physical requirements]

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