Central Services Telephonic Intake Operator

Chicago, IL - USA

Hourly Salary: $ 20 - 22

Posted on: 15 hours ago

Vacancies: 1 Vacancy

Job Summary

Description

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

MENTAL AND PHYSICAL REQUIREMENTS

1. MENTAL EFFORT

a. Reasoning development:

Follow one- or two-step instructions routine repetitive task.

X Carry out detailed but uninvolved written or verbal instructions; deal with a few concrete

variables.

Follow written verbal or diagrammatic instructions; several concrete variables.

Solve practical problems; various variables with limited standardization; interpret instructions.

Logical or scientific thinking to solve problems; several abstract and concrete variables.

Wide range of intellectual and practical problems; comprehend most obscure concepts.

b. Mathematical development:

Simple addition and subtraction; copying figures counting and recording.

X Add subtract multiply and divide whole numbers.

Arithmetic calculations involving fractions decimals and percentages.

Arithmetic algebraic and geometric calculations.

Advanced mathematical and statistical techniques such as calculus factor analysis and probability determination.

Highly complex mathematical and statistical techniques such as calculus factor analysis and probability determination require a theoretical application.

c. Language development:

Ability to understand and follow verbal or demonstrated instructions; write identifying information; request supplies verbally or in writing.

X Ability to file post and mail materials; copy data from one record to another; interview to obtain basic information such as age occupation and the number of children; guide people and provide primary direction.

Ability to transcribe dictation; make appointments and process mail; write form letters or routine correspondence; interpret written work instructions; interview job applicants.

Ability to compose original correspondence follow technical manuals and have increased contact with people.

Ability to report write or edit articles for publication; prepare deeds contracts or leases; prepare and deliver lectures; interview counsel or advise people; evaluate technical data.

2. PHYSICAL EFFORT

a. Physical activity required to perform the job:

Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift carry push pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Light work:

a. Exerting up to 20 pounds of force occasionally

b. Exerting up to 10 pounds frequently

c. Exerting a negligible amount of force constantly to move objects

(If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time the job is rated for Light Work).

X Medium work:

a. Exerting up to 50 pounds of force occasionally

b. Exerting up to 20 pounds of force frequently

c. Exerting up to 10 pounds of force constantly to move objects

Heavy work:

a. Exerting up to 100 pounds of force occasionally

b. Exerting up to 50 pounds of force frequently

c. Exerting up to 20 pounds of force constantly to move objects

Very heavy work:

a. Exerting in excess of 100 pounds of force occasionally

b. Exerting in excess of 50 pounds of force constantly to move objects

c. Exerting in excess of 20 pounds of force constantly to move objects

Visual requirements necessary to perform the job:

X Far vision: clarity of vision at 20 feet or more

X Near vision: clarity of vision at 20 inches or less

X Mid-range vision: clarity of vision at distances of more than 20 inches and less than 20 feet

Depth perception: the ability to judge distance and space relationships so as to see objects where and as they actually are

Color vision: ability to identify and distinguish colors.

Field of vision: ability to observe an area up or down or to the right or left while eyes are fixed on a given point

2. PHYSICAL EFFORT (cont.)

FREQUENCY

c. Physical activity necessary to perform the job and frequency (e.g. continually frequently or occasionally):

Climbing: Ascending or descending ladders stairs scaffolding ramps poles and the like using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion.

Balancing: Maintaining body equilibrium to prevent falling when walking standing or crouching on narrow slippery or erratically moving surfaces. This factor is important if the amount and kind of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.

X Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles.

X Kneeling: Bending legs at knee to come to a rest on knee or knees.

X Crouching: Bending the body downward and forward by bending legs and spine.

Crawling: Moving about on hands and knees or hands and feet.

X Reaching: Extending hand(s) and arm(s) in any direction.

X Standing: Particularly for sustained periods of time.

X Walking: Moving about on foot to accomplish tasks particularly for long distances.

X Pushing: Using upper extremities top press against something with steady force in order to thrust forward downward or outward.

X Pulling: Using upper extremities to extent force in order to drag haul or tug objects in a sustained motion.

Foot

Motion: Using feet to push pedals.

X Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position. This factor is important if it occurs to a considerable degree and requires substantial use of the upper extremities and back muscles.

X Fingering: Picking pinching typing or otherwise working with fingers rather than with the whole hand or arm as in handling.

X Grasping: Applying pressure to an object with the fingers and palm.

Regularly

Occasionally

Regularly

2. PHYSICAL EFFORT (cont.)	FREQUENCY
X Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which workers must convey detailed or important spoken instructions to other workers accurately loudly or quickly. X Hearing: Perceiving the nature of sounds with or without correction. Ability to receive detailed information through verbal communication and to make fine discriminations in sound such as when making find adjustments on machined parts. Feeling: Perceiving attributes of objects such as size shape temperature or texture by touching with skin particularly that of fingertips. X Repetitive Substantial movements (motions) of the wrists hands Motion: and/or fingers.	Occasionally Occasionally Frequently
3. WORKING CONDITIONS Disagreeable job conditions to which the employee may be exposed and the frequency (e.g. continually frequently or occasionally) of this exposure.
WORKING CONDITION ENVIRONMENTAL FACTOR	NATURE/REASON OF EXPOSURE	FREQUENCY
Dirt/Dust
Noise
Temperature extremes
Dampness
Vibrations
Equipment movement hazard
Chemicals/solvents
Electrical shock
Significant work pace/pressure
Odors/Fumes
Other (specify):

DescriptionPOSITION 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...

Description

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

MENTAL AND PHYSICAL REQUIREMENTS

1. MENTAL EFFORT

a. Reasoning development:

Follow one- or two-step instructions routine repetitive task.

X Carry out detailed but uninvolved written or verbal instructions; deal with a few concrete

variables.

Follow written verbal or diagrammatic instructions; several concrete variables.

Solve practical problems; various variables with limited standardization; interpret instructions.

Logical or scientific thinking to solve problems; several abstract and concrete variables.

Wide range of intellectual and practical problems; comprehend most obscure concepts.

b. Mathematical development:

Simple addition and subtraction; copying figures counting and recording.

X Add subtract multiply and divide whole numbers.

Arithmetic calculations involving fractions decimals and percentages.

Arithmetic algebraic and geometric calculations.

Advanced mathematical and statistical techniques such as calculus factor analysis and probability determination.

Highly complex mathematical and statistical techniques such as calculus factor analysis and probability determination require a theoretical application.

c. Language development:

Ability to understand and follow verbal or demonstrated instructions; write identifying information; request supplies verbally or in writing.

Ability to transcribe dictation; make appointments and process mail; write form letters or routine correspondence; interpret written work instructions; interview job applicants.

Ability to compose original correspondence follow technical manuals and have increased contact with people.

Ability to report write or edit articles for publication; prepare deeds contracts or leases; prepare and deliver lectures; interview counsel or advise people; evaluate technical data.

2. PHYSICAL EFFORT

a. Physical activity required to perform the job:

Light work:

a. Exerting up to 20 pounds of force occasionally

b. Exerting up to 10 pounds frequently

c. Exerting a negligible amount of force constantly to move objects

(If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time the job is rated for Light Work).

X Medium work:

a. Exerting up to 50 pounds of force occasionally

b. Exerting up to 20 pounds of force frequently

c. Exerting up to 10 pounds of force constantly to move objects

Heavy work:

a. Exerting up to 100 pounds of force occasionally

b. Exerting up to 50 pounds of force frequently

c. Exerting up to 20 pounds of force constantly to move objects

Very heavy work:

a. Exerting in excess of 100 pounds of force occasionally

b. Exerting in excess of 50 pounds of force constantly to move objects

c. Exerting in excess of 20 pounds of force constantly to move objects

Visual requirements necessary to perform the job:

X Far vision: clarity of vision at 20 feet or more

X Near vision: clarity of vision at 20 inches or less

X Mid-range vision: clarity of vision at distances of more than 20 inches and less than 20 feet

Depth perception: the ability to judge distance and space relationships so as to see objects where and as they actually are

Color vision: ability to identify and distinguish colors.

Field of vision: ability to observe an area up or down or to the right or left while eyes are fixed on a given point

2. PHYSICAL EFFORT (cont.)

FREQUENCY

c. Physical activity necessary to perform the job and frequency (e.g. continually frequently or occasionally):

X Kneeling: Bending legs at knee to come to a rest on knee or knees.

X Crouching: Bending the body downward and forward by bending legs and spine.

Crawling: Moving about on hands and knees or hands and feet.

X Reaching: Extending hand(s) and arm(s) in any direction.

X Standing: Particularly for sustained periods of time.

X Walking: Moving about on foot to accomplish tasks particularly for long distances.

X Pushing: Using upper extremities top press against something with steady force in order to thrust forward downward or outward.

X Pulling: Using upper extremities to extent force in order to drag haul or tug objects in a sustained motion.

Foot

Motion: Using feet to push pedals.

X Fingering: Picking pinching typing or otherwise working with fingers rather than with the whole hand or arm as in handling.

X Grasping: Applying pressure to an object with the fingers and palm.

Regularly

Occasionally

Regularly

2. PHYSICAL EFFORT (cont.)	FREQUENCY
X Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which workers must convey detailed or important spoken instructions to other workers accurately loudly or quickly. X Hearing: Perceiving the nature of sounds with or without correction. Ability to receive detailed information through verbal communication and to make fine discriminations in sound such as when making find adjustments on machined parts. Feeling: Perceiving attributes of objects such as size shape temperature or texture by touching with skin particularly that of fingertips. X Repetitive Substantial movements (motions) of the wrists hands Motion: and/or fingers.	Occasionally Occasionally Frequently
3. WORKING CONDITIONS Disagreeable job conditions to which the employee may be exposed and the frequency (e.g. continually frequently or occasionally) of this exposure.
WORKING CONDITION ENVIRONMENTAL FACTOR	NATURE/REASON OF EXPOSURE	FREQUENCY
Dirt/Dust
Noise
Temperature extremes
Dampness
Vibrations
Equipment movement hazard
Chemicals/solvents
Electrical shock
Significant work pace/pressure
Odors/Fumes
Other (specify):