Customer Relations Representative - San Diego, CA - Contract Customer Relations Representative (CRR) LHH Recruitment Solutions is seeking a Customer Relations Representative (CRR) to join our client's team in a role combining claims intake and customer service responsibilities. This position processes First Reports of Injury and handles high-volume customer inquiries with professionalism and accuracy. The ideal candidate is detail-oriented, thrives in a fast-paced environment, and demonstrates strong communication and multitasking skills. Claims Intake & Processing: Receive and process First Reports of Injury via online submissions, phone calls, mail, and fax. Input new claims into the claims system and verify policy coverage; escalate issues to Underwriting when necessary. Perform quality checks on vendor-completed claims and correct data as needed. Prepare and mail initial contact letters for new claims. Respond to incoming calls and emails regarding claim status, grievances, and general inquiries. Use active listening and probing questions to resolve customer concerns accurately and completely. Document all interactions thoroughly in proprietary systems and ensure timely follow-up. Distribute or escalate calls to appropriate personnel and collaborate with internal teams to resolve issues. Identify process inefficiencies and recommend improvements to enhance service levels. Maintain accurate records and assist with analytical reporting for management. Support special projects and assignments as needed. Uphold company policies, confidentiality standards, and compliance requirements.
Qualifications:
High School Diploma or equivalent; Associate degree or technical certification preferred.12 years of call center or customer service experience required; experience in claims or insurance preferred.
Strong data entry skills and attention to detail.
Proficiency in Microsoft Office and ability to learn new software quickly.
Excellent communication, problem-solving, and organizational skills.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Competencies:
Customer Service: Respond promptly and professionally to customer needs.
Dependability & Initiative: Follow instructions, meet deadlines, and seek opportunities for improvement.
Ethics & Professionalism: Maintain confidentiality, integrity, and respect in all interactions.
Technical Skills:
Accurate data entry and familiarity with claims systems. Adaptability: React well under pressure and adjust to changing priorities.
