Claims Coordinator

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.

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.

• 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.

• 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.

• 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

• Maintaining service levels
• Overall level of customer satisfaction
• Productivity levels
• Quality and Audit Scores

• 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.

• 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.