Job Description
Reporting to the Team Leader, you will be responsible for communicating with claimants, providers, and travel Suppliers to obtain required information and/or documentation needed for claim processing. You will be expected to ensure accuracy and quality of work while respecting service level agreements, turnaround times and providing a first-class customer experience.
Role and Responsibilities
- Contact customers via phone, email, or letter to obtain missing information or documentation.
- Obtaining missing information from medical providers and travel suppliers via phone, or letter.
- Review, analyze and determine missing information and documentation to proceed with claim process.
- Access multiple internal and external platforms to obtain missing information / documentation.
- Adhering to service levels and turnaround time when following; with customers, providers and travel suppliers on missing information to complete claim process.
- Monitor incoming faxes and emails and manage according to guidelines including responses when required
- Ensure creation of appropriate follow-up workflows.
- Communicate and work closely with Account Management regarding any updates to client files.
- Maintaining a high level of professionalism under complex situations or communications.
- Accurately update tasks and claim files when new information is provided.
- Review various inboxes for missing information or documents prior to actioning task for ensure accuracy.
- Ensure correct forms / missing information is being requested and received.
- Perform related duties as assigned.
- Take ownership of complex, as well escalated files and / or emails to ensure the claim is resolved or escalated accordingly.
- Communicate professionally with internal teams.
Major Challenges
- Fluctuating business volumes
- Numerous business targets
- Specialization and diversity of claim process
- Variety of Tasks and workflows
- Working with multiple systems.
- Strong attention to detail
- Remaining calm and professional in difficult situations.
Major Job Accountabilities
- Creating a good working environment
- Meeting business targets and SLA’s
- Meeting clients and customers’ expectations internally and externally
- Quality scores and customer service due to complexities
- Adherence and Absenteeism – adhering to the work schedule
Success Measures
- Maintaining service levels
- Overall level of customer satisfaction
- Productivity levels
- Quality and Audit Scores
What skills and experience are we looking for?
- Intermediate computer skills along with Microsoft Office applications (Windows, Excel, Outlook)
- Post-secondary education in Administration preferred.
- Ability to multitask in a fast-paced work environment.
- Experience working in a customer service environment.
- Highly organized with attention to detail.
- Experience in the insurance and medical billing industry is an asset.
- General Administrative functions and tools.
- Clear and effective communication (verbally and written).
- Excellent interpersonal skills, judgment and professionalism.
- Attention to detail.
- Analyze situations and find solutions- Problem solving.
- Highly organized with ability to multitask.
- Ability to prioritize and change focus depending on urgency.
- Ability to adapt to change.
When you apply:
If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.
We offer you
Global Excel offers more than a position
- Competitive compensation package that includes a base salary, annual salary review and annual performance bonus;
- Extensive benefit package including, health, dental, travel and health care spending account;
- 3 weeks vacation;
- RRSP matching program;
- A professional future with opportunities for development, growth, and advancement;
- Financial assistance to employees who wish to continue their education;
- Work/life balance, health and wellness initiatives including an excellent Employee Assistance program;
- On site Gym;
- Employee engagement programs that focus on fitness, food, and fun;
- Windsor, Ontario Candidates: hourly salary scale ($19.94 - $25.00). *Other locations, salary to be discussed based on geographic differential.
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