Virtual Receptionist

Full-time Description We are excited to add a new Virtual Receptionist to our intake team, a client-focused professional who can manage incoming calls to our firm!

ESA employees enjoy a hybrid work arrangement, generous benefits, professional development, and a fast-paced, supportive environment rooted in our core values of excellence, honesty & integrity, trust & fairness, client-centeredness, empathy, and professionalism.

Core Job functions

  1. Acts as the primary operator of the switchboard.
  2. Efficiently screens and obtains accurate information on a wide variety of calls, messages, etc. from the switchboard console and routes calls, messages or guests to the appropriate member of the Intake department (or ESA).
  3. Maintain detailed and accurate record of calls, including notes and outcomes.
  4. Creates and issues, when approved, (internally or externally) meticulous letters (some from dictation) for clients, case letters with Firm information, insurance letters, employer letters and bureau document request letters on Workers' Compensation files as well as other letters as needed.
  5. Completes assigned work in a timely manner to build positive relationships.
Requirements
  • The standard shift is Monday - Friday.
  • Remote schedule with the ability to come into the Pittsburgh office for quarterly and other firm meetings is required.
  • Empathic and compassionate individual able to listen while asking important questions, able to follow instructions, and pays attention to detail.
  • Strong multitasking, time management, and organizational skills are necessary.
  • Conveys confidence and professionalism through all forms of internal and external communication.
  • Able to work independently and within a team environment.
  • Strong computer skills including MS Office applications and other database entry software.
  • Medical background or personal injury experience preferred.
  • HS Diploma or GED required.
*To be considered, applicants must include responses to the following screener questions in their application. Incomplete applications will not be reviewed.

*The first 3 weeks of training will be conducted in person at our Pittsburgh/North Shore office.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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