Tristar Insurance

Central Services Telephonic Intake Operator

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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.

EDUCATION

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