Central Services Telephonic Intake Operator

Central Services Telephonic Intake Operator

Hybrid Chicago Office - Chicago, IL 60606

Salary Range $20.00 - $22.00 Hourly Level Experienced Position Type Full Time Job Shift Day Category Insurance

Central Services Telephonic Intake Operator

Please make sure to complete all the questions in the application and continue through to the end in order to sign and submit it

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

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).

Special Equipment or Clothing

• Professional attire in accordance with the Company Dress Code.

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

• Medical, Dental, Vision Insurance.
• Life and Disability Insurance.
• 401(k) Plan
• Paid Holidays
• Paid Time Off.
• Referral bonus.

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