Global Excel Management Inc.

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Job Locations US-FL-Miami
Position Purpose and Description The Case Manager works to ensure high-quality and cost-effective outcomes by anticipating the patient needs and steering to the most appropriate medical care. Serving the Corporate Clients needs the Case manager collaborates with other departments in order to provide a seamless multidisciplinary solution.     Expected Outcomes & Actions – Weighting - Case Management (100%) - Adhere to departments established Service Levels - Prioritize cases and determines urgency and necessity of case management - Coordinating service requests for the Corporate Clients - Work closely with the Customer Service, Managed Care, Account Management and other departments when applicable - Refer the patient to the most appropriate provider based on cost and quality - Verify all information obtained in the initial case notification - Obtain in writing all necessary medical information required by Client to provide coverage confirmation - Verify treatment meets medical criteria - Setting an initial reserve, updated reserve and final reserve accurately - Verify charges are within Usual Customary and Reasonable (UCR) - Provide Options or alternative care when charges are not within UCR - Review medical information to determine if further treatments are needed, review medical updates, and validate with the policy wording. - Communicate exclusions, limitations, non-covered expenses and challenge hospital case managers and Treating Medical Officer regarding non-medically necessary procedures or services. - Organize transfers and repatriation - Serve as an advocate to the patient and provide personalized service when request from corporate client. - Prepare for Corporate Client meetings including reports demonstrating Case Management Intervention and recommendations - Attend ‘Rounds’ to discuss and clarify active cases with other parties involved - Provide “On Call” service according to business.   KSA (Knowledge, Skills and Abilities/Attitudes)  - Professional and autonomous - Excellent communications skills - Excellent organizational and problem solving skills  - Excellent customer service skills - A team player - Reliable - Diplomatic & persuasive with good judgment   Success Measures - The ability to take on the medical responsibility of a high needs clientele with varying diagnosis, to apply medical knowledge, follow guidelines and case management tools, to remain objective and to apply the policy knowledge in  order to make a medical decision. - The ability to adapt to a changing environment and solve problems Requirements and Qualifications - Bachelor of Science in Nursing – Required - Registered Nurse license (State of Florida) - Required - Case Management experience - Certified Case Manager (CCM) - Preferably - Excellent bilingual verbal and written communication skills in English/Portuguese- required. Spanish an asset. - Demonstrates expertise in decision - International experience or exposure in professional working capacity - Experience in utilization review, concurrent review and/or risk management - Background in managed care - Experience/exposure with discharge planning - Liaise with external vendors, providers, members and clients - Strong organizational skills and multitasking abilities - Strong capacity of teamwork - Ability to be on call after standard business hours required - Working knowledge of Microsoft Office application( Word /Excel/Outlook) and Internet - Proficient in Microsoft Office suite - Strong organizational skills and multitasking abilities will be keys to success    
Category
Medical Case Management
ID
2022-1745
Job Locations CA-QC-Sherbrooke
Are you a person with good negotiation skills? Are you interested in working in a multilingual, dynamic and friendly environment that encourages personal and professional development? We would love to meet you!   As a Provider Payment Auditor II, you’ll be reporting to the Team Leader of Negotiations and be responsible for executing the cost containment strategies necessary to reduce costs for both Outpatient facility and professional claims. You will be applying correct coding initiatives and benchmarks that have proven to be effective in order to maximize savings for our clients and also be responsible for considering the client’s needs and adapting your style to attain the desired results.   What does your typical day look like? - Obtain signed agreements to minimize claims costs (all outpatient & physician bills); - Evaluate claims and provide feedback/strategy to our clients in order to maximize savings by using various negotiation strategies/policy benefits/wording; - Meet mandated expectations for negotiations. What skills and experience are we looking for?        - Post-secondary education diploma; - 3 to 5 years of experience in an office environment; - Bilingualism required (English and French); - Working knowledge of Microsoft Office application (word/excel) and Internet; - Problem solving and keen analytical mind; - Excellent interpersonal skills, judgment and professionalism; - Knowledge of the Canadian Healthcare system is an asset.
Category
Negotiation
ID
2022-1738
Job Locations CA-QC-Sherbrooke
Are you a people person with a knack for providing excellent customer service? Are you interested in working in a multilingual and friendly environment that encourages personal and professional development? We would love to meet you! As a Customer Service Representative, you’ll be providing pertinent information to the customer on the products and services administered by the company as well as coordinating follow-up actions, all the while ensuring a superior level of customer service.   What does your typical day look like? - Providing assistance to customers, clients and providers from around the world; - Act as a resource person for the patient, family members; - Act as a resource person to medical facilities for policy benefits and coverage information; - Responsible for pre-approving medical tests; - Recording the interactions and transactions in the claims system. What skills and experience are we looking for? - Excellent verbal and written communications skills in English/French; - A college diploma (or equivalent) combined with experience in customer service; - Work experience in customer service; - Proficiency in the Microsoft suite of products; - Ability to work efficiently with people in a fast-paced, team-based environment; - Have good problem-solving skills; - Available days, evenings and weekends; - Show empathy, understanding, patience and attention to detail, while being professional and resourceful.
Category
Customer Service/Support
ID
2022-1737
Job Locations CA-ON-Windsor | CA-QC-Sherbrooke
Subrogation Specialist Are you a people person with a knack for finding a solution to problems? Are you interested in working in a multilingual and friendly environment that encourages personal and professional development? We would love to meet you! As the Subrogation Specialist, you will be responsible for the management of all aspects of subrogation efforts on payable claims including the Evaluation of Potential, the Pursuit of Recovery as well as the Recovery of monies paid by GEM clients on medical claims.  What does your typical day look like? - Review and evaluate new claims for any potential subrogation opportunities; - Obtain and examine accident information and reports; - Contact corporate clients and/or insured persons in order to obtain information necessary to support subrogation efforts; - Coordinate subrogation claims with other insurance companies; - Negotiate settlements with other responsible parties; - Collect and deposit monies from other insurances/parties; - Assist claims department with obtaining details of accident occurrences for claims purposes; - Avert claims forwarded to other insurance that are deemed primary; - Performs additional task as required. What skills and experience are we looking for?       - College or University; - Minimum of 2 years of experience in a similar position; - Bilingual an asset (English and French); - Excellent English communication skills both written and spoken; - Excellent skills with MS Office (Excel, Word, PowerPoint, Outlook) and Internet; - Autonomous work; - Problem solving, investigative and negotiation skills; - Claims handling knowledge; - Knowledge of EDI considered an asset; - Ability to receive requests from multiple internal/external clients and prioritize accordingly;  - Ability to foster professional relationships.                                        
Category
Claims Management
ID
2022-1736
Job Locations MX-MEX-México
Job Purpose/Corporate Goal The position exists to ensure that bills are processed accurately, timely and following internal processes and claims processing rules as well as corporate client requirements in order for invoices to go to clients for payment and ensure budget goals are met. The Claims Analyst is part of the Claims Team and will work closely with other areas such as finance, Assistance, networks and account management. 1- Claims Processing and assessment (60%) • Reviews and adjudicates claims, including but not limited to professional, institutional, out of country claims (Mexico, Latino America and USA) • Assess and review patient history via claims communication and other resources available in order to determine coverage and validity of a claim as well as to ensure that services rendered were in line with medical team’s approval or corporate client approval • Verify that provider bills are properly billed and or identify bad billing practices; this includes contracted amounts, RFC, tax and reductions, etc., deny or pend bills back to providers accordingly • Connect bills to claims and events (if applicable) as part of the adjudication process • Create or update new provider in our provider database. • Communicate to Finance new provider enrolments so they can update their system. • Accurate data entry of bill information into system (Erepricing) • Identifying duplicate bills/claims • Maintain expected levels of quality and productivity in the claims process. • Maintain expected turn around on claims processing as well and consistently meeting department and clients SLA’s • Assist and support other teams with questions and bills processed, etc. • Adjudicate/finalize bills and apply proper levels of coverage and limitations to ensure proper invoices and payments are issued. • Being able to escalate claims or cases in which corresponding information is not clear or missing that may result in claims denied or pending 2- Tools and resources (35%) • Read and interpret information in our various systems and be able to provide accurate and complete responses to corporate clients, suppliers, providers, or other internal areas. • Knowledge of all internal systems used in the processing/handling of a claims/bill • Manage and complete tasks accordingly • Follow all other SOP’s related to Finance specific requirements • Triage and validate incoming bills from providers or other internal areas, ensure bills are processed under the correct claim, etc. • Being able to identify and escalate issues to manager in order to help identify GAPS or process improvements. • Complete additional tasks as assigned by leader or as needed for the business 3- Continuous learning (5%) • Become familiar and keep up to date with the different lines of business managed (or new clients) as well as with the domestic healthcare market. • Continued learning on how other areas operate and the impact on the claims process (Operations, Account Management, Assistance, etc) • Engage in learning opportunities that arise within the department or Global Excel as related to systems, processes, industry awareness, or as related to general development • Complete mandatory trainings; privacy, security, systems, etc.    o GDPR, HIPAA, PIPEDA and other regulatory compliance as applicable   Major Challenges • Rapid growth and onboarding of new clients • Managing fluctuation on volumes. • Complexities related to working with different areas across site (language and cultural differences) • Managing constant change. • Decision making with potential financial impact   Tools, system and other resources • Bill monitoring tool and lists • E-repricing • Triage Work Center • EDMS • Timeliness of task completion • Microsoft Teams and other Microsoft products • PRM (Provider relationship Manager) Success Measures • Meet quality and accuracy for performance targets • Effective and consistent workload management and levels of expected productivity • Meet both internal and external Service Level targets as defined KSA (Knowledge, Skills and Abilities) • Knowledge of healthcare services and medical billing practices • Comfort with Microsoft suite of products and adaptable to different tools and technologies • Principles and application of excellent customer experience skills • Ability to work independently, organize, prioritize, and multitask • Resourcefulness and critical decision-making skills • Excellent interpersonal skills and professional written and spoken communication • Excellent Data entry skills • Good knowledge of Microsoft products • Ability to organize and prioritize work as well as multitasking Requirements and Qualifications • High school or Post-Secondary Education or equivalent • Minimum of two years of work experience in related area • Excellent verbal and written communication skills. • Understanding and knowledge of Standard billing processes, tax retentions, etc. • Knowledge and understanding of medical terminology • Able to read, write and speak good English.
Category
Claims Management
ID
2022-1733
Job Locations US-FL-Miami
Position Purpose and Description    This position exists in order to evaluate claims that have been escalated due to identification of an issue that could impact the claimant’s coverage such as ineligibility for plan purchase, an unstable pre-existing medical condition or a policy exclusion.   A Coverage Assessor is expected to have a global understanding of Global Excel’s claim and assistance processes as well as deliver excellence in the evaluation of the interrelation between medical conditions and policy purchase or application.     A Coverage Assessor must be able to manage multiple priorities such as high-profile cases, high cost claims and provide immediate policy guidance during active case management, all while demonstrating the business acumen to see claim in totality and act decisively.    The Coverage Assessor provides one to one insured contact as a sensitive decision is delivered to the client.  They continue through all the subsequent steps of the claim, to serve as a liaison and resource person to facilitate a layman’s understanding of the decision rendered and the appeal process.     Expected Outcomes & Actions – Weighting    - Claim Analysis (50%)  - Analyzes all information pertaining to the claim including medical records, medical declarations, policy wording and file specific communications.  - Requests additional information when required.  - Communicates internally with other teams when their processes are affected.  - Ensures policy wording, medical declaration and intent are applied precisely.    - Escalates to Corporate Clients (directly or indirectly) areas where guidance is required to clarify the policy application intent.   - Renders the appropriate evidence based, policy supported decision.  - Receives appeals submitted by clients or council and performs the required analysis to render subsequent decision or, when appropriate, prepares to present the case to the Appeal Committee or in a legal forum.   - Participates in internal and corporate client rounds as needed to provide policy guidance in active cases.  - Claim responsibility (40%)  - Advises claimant verbally (if required) and in writing of coverage issues.  - Assumes all communication (verbal and written) concerning the denial.  - Initiates appropriate processes (i.e. bill returns, premium refunds when required)   - Provides decision rationale and evidence as requested by GEM’s legal team, the corporate client, the product ombudsperson or to our internal partners as required.   - Continuous Improvement (10%)  - Participation in policy and medical questionnaire recommendations  - Familiarization and adaptation to new processes and policies (intent)  - Participation in product launch by policy and medical declaration review to provide feedback of areas where clarification is required.    - Participation in the internal audit program.      Major Challenges  - Financial consequences  - Diversity of products  - Sensitive and escalated discussions with Claimants, Lawyers and Corporate Clients.       Major Job Accountabilities  - Ensure thorough analysis and high quality interpretation of medical information and policy language is applied correctly  - Ensure timely, relevant and high quality communication with end users   - Finalize assessment of escalated claims.     Success Measures  - Correct decisions being made regarding payable and non payable claims.  - Clear, professional and concise explanations of decisions rendered to appropriate audience.     KSA (Knowledge, Skills and Abilities/Attitudes)  - Knowledge of industry and policy language  - Knowledge of Medical terms and information  - Knowledge of other department functions  - Excellent verbal and written communication  - Problem solving and keen analytical mind  - Planning, time management and organizational skills  - Excellent interpersonal skills, judgment and professionalism  - Proficiency in Microsoft suite office products     Requirements and Qualifications  - College degree and 2-3 years of relevant experience 
Category
Medical Case Management
ID
2022-1729
Job Locations CA-QC-Sherbrooke | CA-ON-Windsor
Are you a multitasker? Are you interested in working in a multilingual, dynamic and friendly environment that encourages personal and professional development? We would love to meet you! As a Workforce Planner, you’ll be supporting all Contact Center teams across all sites through service level management and workforce scheduling. What does your typical day look like? - Entry of hours worked in the systems, for payment purposes - Report daily absences and take appropriate action - Forecast scheduling for all teams according to the business’ needs - Analysis and update of different reports What skills and experience are we looking for? - College diploma or equivalent experience and a minimum of 1 year as a workforce planner - Excellent Excel skills required, as well as Working knowledge of the rest of the MS Office - Working knowledge of NICE is necessary - Excellent written and verbal communication skills in both English and French - Must be detail oriented and able to multitask - Efficient reactiveness to any situation - Must be available to sometimes work evenings and weekends What does Global Excel offer you? - Three weeks of vacation; - An extensive benefit package that includes health (100%), dental, life and travel insurance, as well as a retirement savings plan;   - A flexible and supportive work environment offering several benefits such as a private medical clinic, on-call doctors, an on-site Bistro, and much more; - A company wellness program that includes an on-site gym, opportunities to participate in fitness classes, discounts at local businesses as well as “lunch-and-learns” on various topics linked to health and wellness; - Many opportunities for advancement, development and financial assistance to employees who wish to continue their education. To get a taste of the Global Excel life and for more information on our company, visit our Facebook page and website:
Category
Administrative/Clerical
ID
2022-1728
Job Locations CA-QC-Sherbrooke | CA-ON-Windsor
Are you a people person with a knack for providing excellent customer service? Are you interested in working in a multilingual and friendly environment that encourages personal and professional development? Then we would love to meet you! In this role as a Medical Requirement specialist the successful candidate will analyze the situation of a file and based on the policy wordings, medical declarations, claim costs and the corporate client expectations decide if further medical records from the facility or information from the claimants is required in order to make a claim decision. When information is needed you will coordinate the appropriate workflows or in some situations, reach directly to or claimants to organize the collection of missing documentation. What does your typical day look like? - Review the file to determine if GEM has enough medical information (PMH or MR) so that the file can proceed to have it medically evaluated. This consideration includes claim costs, underwriter requirements and the cause of the claimant’s claim; - Ensure appropriate medical declarations are attached to the file; - Identification and collection of required claim documents. Using claim requirements guidelines, identify missing documents required for a clean claim; - Initiate workflows for collection of medical/claim documents. Specify the requirements for each request, including exact timeframes for medical documents, based on underwriter guidelines. What skills and experience are we looking for?  - College Diploma or equivalent work experience; - Intermediate level of computer proficiency with MS office suite; - Demonstrate the ability to work in a dynamic, fast paced, changing environment; - Highly organized with attention to detail and multitasking; - Experience in the insurance and medical billing industry is an asset.  
Category
Medical Case Management
ID
2022-1726
Job Locations CA-ON-Windsor | CA-QC-Sherbrooke
Are you a driven and dedicated individual? As a Case Coordinator on our Case Management Team, you will proactively provide support to insured members in emergency situations by coordinating and managing access to eligible medical benefits for the lowest practical cost.  What does your typical day look like? - Monitor hospitalized and outpatient clients, update claim notes and keep record of decisions and cost to dates / reserves. Set objectives to meet the needs of the client/insurer; - Provide accurate and complete information to identify solutions to customers, health care facility/provider, and insurance partner inquiries by utilizing appropriate insurance policies and reference material; - Work closely with the Medical team, Managed Care, Case Coordinators, and other Global Excel departments when applicable; - Provide emotional support to families in need to assist them in coping with a difficult situation; - Initiate and coordinate medical patient transfer to promote client safety and contain costs as well as vehicle returns when needed; - Identify solutions to customers, facilities/providers issues, inquiries by providing accurate, reliable, and complete program information.  What skills and experience are we looking for? - University Degree/College Diploma; - Post-Secondary education or certificate/college diploma in medical terminology or real world equivalent practical experience (preferred but not required); - Excellent written and verbal communication skills with proven ability to communicate medical terms/concepts to diverse groups, including medical professionals and the general public; - Able to work independently or as part of a team; - Excellent organizational and time management skills; - Strong interpersonal skills - patient, calm and controlled demeanor; - Computer skills (Windows, Excel, data entry); - Good understanding of world geography and current events; - Able to multitask and handle fluctuating work volumes in a fast-paced, customer-focused environment; - Able to work various shifts and days of the week as required; - Ability to speak clearly and communicate well in English and French, both written and spoken are considered an asset.   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.  
Category
Medical Case Management
ID
2022-1723
Job Locations CA-QC-Sherbrooke
Are you a people person with a knack for leadership? Are you interested in working in a multilingual and friendly environment that encourages personal and professional development? We would love to meet you! As a Team Leader – Claims Assistance, you’ll lead an extended hours high performance inbound customer service team to provide claim services and support while maintaining a consistently high level of quality and customer service. Claims services offered are but not limited to opening claims files, benefit and limitation information, claims status inquiries and pre travel inquiries. What does your typical day look like? - Develop employees through training, coaching and clear communication; - Monitor service level standards, team objectives and alignment with corporate strategic vision; - Develop and improve guidelines and processes. What skills and training do you need?   - Bachelor degree with business emphasis  - Proficiency in customer service center applications  - Five (5) years supervisory experience  - Ability to be autonomous and proactive;  - An excellent knowledge of managerial principles, customer contact center metrics and Non-Medical claims and inquiries;  - Highly organized with the ability to multitask;  - Results driven;  - Excellent verbal and written communication skills in both French and English;
Category
Management
ID
2022-1721
Job Locations CA-ON-Windsor
Are you a bold and tactful person? Are you interested in working in a multilingual, dynamic and friendly environment that encourages personal and professional development? We would love to meet you! As a recovery Coordinator, you’ll execute daily requirements with regards to recovery with the end goal of maximizing recovery for the organization. Reporting to the Team Leader of Recovery, you’ll be coordinating submission of claims to and from provincial governments and other insurance companies. The recovery coordinator will be required to work with government health insurance plans and other insurance companies as well as insureds to achieve team and organizational goals.  What are the main responsibilities? - Coordination of benefits submission and follow up; - Review claims to identify opportunities for submission of initial notice to other insurance; - Government health insurance plan submissions and follow up; - Deposit reimbursements into the system & conduct reconciliation of funds in coordination with finance; - Contact insured and other insurance to obtain relevant information for purposes of COB submissions or follow up; - Monitor and follow up on a timely manner to ensure receipt and processing of submissions. What skills and experience are we looking for?                  - College diploma or equivalent; - Bilingual French written and spoken is an asset; - Excellent communication skills (written and spoken); - Highly organized, excellent interpersonal skills, meticulous and customer focused; - Availabilities Monday - Friday 8.30 am – 5.00 pm.
Category
Claims Management
ID
2022-1717
Job Locations CA-ON-Windsor
Assistant Director- Assistance Services  Reporting to the Director, the Assistance Director will assist in lead the Primary Assistance, Claims Assistance and Health Assistance teams in achieving business results and delivering on our contractual promises. The responsibilities also includes developing and coaching the leadership team as well as taking ownership of various continuous improvement initiatives with the goal of enhancing customer experience in a cost effective manner. What will be your main responsibilities? - Support the leadership teams to make sure that all the set business goals are met; - Develop and manage a high-performance team through training, quality and coaching programs; - Drive strategic Customer Experience Initiatives; - Manage and oversee department workload;   What skills do you need? - University degree or equivalent with minimum of five years of related work experience; - Excellent communication skills in  English (verbal and written); - Demonstrated success in leadership roles at a Team Leader level (Coaching, motivating, solve problems, organize and prioritize, etc.); - Innovative and strategic thinker; - High level of professionalism and confidentiality;
Category
Customer Service/Support
ID
2022-1714
Job Locations CA-ON-Windsor
Are you a people person with a knack for providing excellent customer service? Are you interested in working in a multilingual and friendly environment that encourages personal and professional development? We would love to meet you! In the Bilingual Customer Service Representative Claims Assistance position at Global Excel Management, you will be responsible for assisting clients over the telephone and via email regarding non-active medical and non-medical travel claims, opening medical and non-medical claims in our claims system, providing policy benefits, responding to general inquiries related to travel insurance policies and assisting clients with their claim status questions. What does your typical day look like? - Answer inbound calls, emails and texts related to travel insurance policies serviced by Global Excel Management; - Making outbound calls to claimants to support claims processing requirements when needed; - Provide accurate and complete information regarding travel insurance claims by using appropriate software, accurately documenting all client interaction and actions required; - Appropriately handle, communicate and exchange sensitive and confidential information; - Other administrative duties related to the claims process as assigned. What skills and experience are we looking for? - High School diploma combined with experience in customer service; - Available to work days, evenings and Saturdays; - One to two years of experience in a customer service-related position; - Clear and effective communication in English or French (written and verbal); other languages such as Spanish are an asset. 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.    Note: Only applicants selected for an interview will be contacted.  
Category
Customer Service/Support
ID
2022-1712
Job Locations CA-QC-Sherbrooke
Are you a people person with a knack for providing excellent customer service? Are you interested in working in a multilingual and friendly environment that encourages personal and professional development? We would love to meet you! As a Case Coordinator, you’ll be providing assistance to people from all around the world during travel-related medical and non-medical emergencies, and making a difference in their lives. What does your typical day look like? - Act as a resource person for the patient, family members and medical facilities regarding policy benefits and coverage information; - Open the initial claim and refer the person to the most suitable healthcare providers; - Pre-approve medical tests and provide pertinent information to the customer on the products and services administered by the insurance company, and coordinate follow-up actions; - Record the interactions and transactions in the claims system and ensure a superior level of customer service. What skills and training do you need?   - A high school diploma combined with experience in customer service; - Work experience in customer service, telecommunications, or in the medical field; - Excellent verbal and written communication skills in French and English. - Any other language is considered an asset; - Proficiency in the Microsoft suite of products; - Ability to work efficiently with people in a fast-paced, team-based environment; - Good problem-solving skills; - Available days, evenings and weekends; - Show empathy, understanding, patience and attention to detail, while being professional and resourceful.
Category
Customer Service/Support
ID
2022-1709
Job Locations CA-ON-Windsor | CA-QC-Sherbrooke
Are you a person who enjoys helping people? Are you interested in working in a multilingual, dynamic and friendly environment that encourages personal and professional development? We would love to meet you! As an Emergency Travel Assistance Supervisor, you’ll be accountable for key functions of a multi-disciplinary team that provides emergency assistance and case management services outside regular business hours. The supervisor leads a team of direct reports, ensuring productivity and quality expectations are being met. They are responsible for the oversight of employees reporting to them, including coaching and development, performance management, and ensuring employee job satisfaction. The Emergency Travel Assistance Supervisor leads with integrity and upholds the values of the organization in all interactions while fulfilling their mandate. They will frequently collaborate with other leaders both within and outside of the department to help the department and the organization achieve its goals. They will manage claimant escalations through either direct intervention or by acting as a liaison with others. They will help to implement process improvements within the department. The role is broad in scope and responsibility, with multi-tasking and managing competing priorities being a part of the working conditions. Proficiency in a multitude of skillsets, including but not limited to leadership & management, customer service, travel insurance underwriting and principles, quality assurance, project management, training, written and verbal communication are necessary for success. What does your typical day look like? - Development of the night staff team to work cohesively to handle both new and ongoing medical and non-medical case emergencies; - Develop and support employees through auditing, training, skill development, coaching, career-pathing, motivation, performance evaluation and clear communication of expectations on an ongoing basis; - Ensure continuity of care for cases that extend after regular business hours, by promoting strategic thinking and execution of case strategy; - Ensure continuity of care for cases that extend after regular business hours, by promoting strategic thinking and execution of case strategy; - Ability to set priorities based on level of case emergency; - Work with Assistance & Essential Care Leaders to understand evolving business requirements and support implementation of strategic decisions necessary to achieve results; - Monitor service level, work output, and quality results on a consistent basis and take remedial action when appropriate; - Identify opportunities for improvement in all aspects of the department. Propose solutions and help to implement them.   What skills and experience are we looking for? - University or college degree preferred; - Previous leadership experience preferred; - Ability to work nights (defined as after 8pm) rotating weekends; - French/English bilingualism is an asset; - Excellent communicator; - Ability to coach and lead in a team environment; - Customer Relationship Management; - Strong decision-making skills.
Category
Other
ID
2022-1707
Job Locations CA-QC-Sherbrooke
Are you a person with empathy? Are you interested in working in a multilingual, dynamic and friendly environment that encourages personal and professional development? We would love to meet you! As a Customer Service Representative (CSR) , you’ll be responsible for answering inbound calls. The CSR is responsible for backend claims and non-medical claims. Your role is to be an advocate for both the company and the client.   What are the main responsibilities? - Take inbound calls from clients - Take ownership of client complaints and advocate on behalf of both client and company - Claim openings for medical files (backend) - Claim openings for non-medical files - Assist clients in the claims process - Addressing minor complaints-Follow up with other teams as required - Explain insurance coverage by quoting correct policy benefits, exclusions and maximums   What skills and experience are we looking for?                      - College Diploma or equivalent combined with experience in customer service, telecommunication, assistance and claims - Excellent verbal and written communication skills (English and French), other languages are an asset - Customer Service oriented - Capacity to work with people in a fast-paced, team-based environment. - Must exhibit strong communication skills and professionalism. - Proficient computer skills (Microsoft Office, Internet etc.)                 
Category
Customer Service/Support
ID
2022-1704
Job Locations CA-ON-Windsor
Insurance Sales Broker (Travel) $22.60/hr.  Plus signing bonus    As a Sales Broker you'll be responsible for converting prospective customers into paying customers while completing requests, and processing client transactions within the applicable quality standards set by the company. As well as identifying the needs of the client, providing guidance, and ensuring proper protection while maintaining an effortless customer experience.   What does your typical day look like? - Actively pursue opportunities to meet or exceed new business sales goals and retain existing clients. - Assess the needs of the client and apply sound judgement when reviewing, modifying, and adding coverage to policies while providing protection, guidance and advice to the client as required. - Provide claim counseling and assistance to the client within company guidelines. - Maintain and apply a complete understanding of the insurers’ underwriting guidelines. - Demonstrate and maintain a working knowledge of all applicable portals, customer relationship management systems, and policy management systems. - Handle customer’s personal information in a professional and compassionate manner. Skills and Requirements: - Ontario Secondary School Diploma (OSSD) or equivalent. Post-secondary education is an asset. - RIBO and or appropriate insurance license in good standing an asset. - Bilingual in French and English (asset) - Experience working in a sales focused environment is preferred. - Strong computer skills, with proficiency of Microsoft Office suite. - Excellent verbal and written communication skills. - Ability to handle fluctuating work volumes in a fast paced, customer focused environment. - Show empathy, understanding, patience and attention to detail, while being professional and resourceful. - Availability to work various shifts and days of the week as required.   Training New hires will receive Registered Insurance Brokers of Ontario (RIBO) specific training. This training course is designed to prepare employees for the RIBO licensing exam. Further training will continue after the exam.   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.     Note: Only applicants selected for an interview will be contacted.  
Category
Sales/Business/Development
ID
2022-1698
Job Locations CA-ON-Windsor | CA-QC-Sherbrooke
Are you a person with a knack for providing excellent service to your clients? Are you interested in working in a multilingual, dynamic and friendly environment that encourages personal and professional development? We would love to meet you! As a Claims Coordinator, you’ll be responsible for all outbound email and telephone customer service contacts regarding the receiving and processing of client documentation within the claims system. You will be required to ensure accuracy and quality of work while respecting time constraints as well as focusing on customer service.   What does your typical day look like? - Manage phone calls and emails regarding general customer service inquiries; - Perform outbound calls to clients and facilities to request further documentation required for claim review; - Communicate with Corporate Clients to confirm claimant eligibility; - Monitor incoming faxes and emails and manage according to guidelines including responses when required; - Accurately update claims files based on new information provided; - Perform policy validation based on information found in various online and local databases; - Create new policies and claims within the claims system. What skills and experience are we looking for?      - Intermediate computer skills (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. 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. 
Category
Claims Management
ID
2022-1697
Job Locations CA-QC-Sherbrooke
Are you a people person with a knack for providing excellent customer service? Are you interested in working in a multilingual and friendly environment that encourages personal and professional development? We would love to meet you! As a customer service representative, you will report to the Coverage inquiry Services Team Leader. You will be responsible for answering inbound calls. The customer service representative is also responsible for Pre-Travel Inquiry calls only. Your role is to be an advocate for both the company and the client. What are the main responsibilities? - Take inbound calls from clients; - Take ownership of client complaints and advocate on behalf of both client and        company; - Explain the claims process to the customers; - Explain insurance coverage by quoting correct policy benefits, exclusions and maximums; - Remain calm during stressful situations. What skills and experience are we looking for?           - High School  Diploma or equivalent combined with experience in customer service, telecommunication, assistance and claims; - Excellent verbal and written communication skills (English and French), other languages are an asset; - Customer Service oriented; - Capacity to work with people in a fast-paced, team-based environment; - Must exhibit strong communication skills and professionalism; - Proficient computer skills (Microsoft Office, Internet etc.).
Category
Customer Service/Support
ID
2022-1696
Job Locations CA-ON-Windsor | CA-QC-Sherbrooke
Are you a person with a knack for organization and an eye for detail? Are you interested in working in a multilingual and friendly environment that encourages personal and professional development? We would love to meet you!   As an Administrative Coordinator, you will be responsible for receiving and processing client documentation within the claim system. An Administrative Coordinator is required to ensure accuracy and quality of work while respecting time constraints.   What does your typical day look like? - This is an in-office full time position, available in Sherbrooke and Windsor - Document Management including the processing of incoming and outgoing mail (80%) - File Management including email and data entry (20%) What skills and experience are we looking for?      - Intermediate computer skills (Windows, Excel, Outlook). - Post-secondary education in administration is preferred. - Experience working in a customer service environment. - Attention to details, problem solving, ability to adapt to change and highly organized.     
Category
Administrative/Clerical
ID
2022-1694