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Emergency Assistance Coordinator

2 months ago

Markham, Ontario, Canada National Healthcare Solutions, Inc. Full time

EMERGENCY ASSISTANCE COORDINATOR

Epic Health Solutions

Markham ON, Canada

JOB DETAILS

Job Type: full-time

Hours: shift position rotating night/evenings, weekends, holidays

Location: Ontario

BENEFITS

Dental care

Extended health care

RRSP match

Hybrid Schedule

FULL JOB DESCRIPTION

Epic Health Solutions is looking for top talent to join its team of professionals Epic Health Solutions is a one-stop shop that provides network solutions, healthcare management, and medical assistance for international clients in the Americas. With operational hubs in Toronto, Miami, Panama City, and Guayaquil, Epic Health Solutions brings a strong legacy of experience and in-depth knowledge gained from 35+ years in a challenging and ever-evolving marketplace. Part of an award-winning enterprise group, the affiliated healthcare companies have more than 450 employees worldwide.

Position Summary

We are looking for dynamic, self-motivated individuals to join our team. If you have a passion to help others and work in the insurance world and with health care providers, apply today

The emergency services coordinator supports emergency assistance services through use of various information technology applications, as well as telecommunications and CRM systems to provide excellent customer service, exhibiting a professional attitude with each call, written communication, and other interactions. In this role you will apply your knowledge of policy benefits and limitations in order to drive a desirable outcome for both our clients and policy holders. You will collaborate with multiple stakeholders, to ensure overall management of a medical claim in accordance with the terms & conditions of the insurance policy. You will coordinate with our Medical Case Management team to develop care plans that mitigate health risks, and financial risks. The overall objective is to provide outstanding services to our clients and customers, in alignment with company values, vision & mission, and in compliance with necessary regulatory obligations. The successful candidate will receive training and continuous support to our team members.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

  • Coordinate international and local medical assistance over the phone or email following set guidelines, in a timely and professional manner.
  • Coordinate with Medical Providers for direct billing when possible and send the corresponding documentation.
  • Read and interpret insurance policy documents and apply relevant information to specific situations.
  • Answer provider calls requesting policy coverage information.
  • Open cases and claims in our CRM system following set guidelines, methodology and processes.
  • Collaborate with other members of the team to ensure quick resolution of cases/situations.
  • Follow up on cases and communicate with insured/ corporate client and Medical Providers when necessary.
  • Create a good rapport with providers in the network and outside the network.
  • Work closely with Case Management and Claims to ensure client/insured receives proper care/follow up.
  • Maintain professional and technical knowledge.

Qualifications/Requirements:

  • High School Diploma or three or more years of experience in insurance and/or customer service.
  • Excellent customer service skills.
  • Bilingual - English and Portuguese (Spanish a plus)
  • Ability to interact with customers, clients, and medical providers in English and French verbally and in writing.
  • Proficient in computer systems and applications, including MS Office.
  • Accurate data entry skills including reasonable typing speed.
  • Flexible to work rotating shifts, including evenings, weekends and holidays (night shifts if business needs require).

Working Conditions

General office working conditions.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential function.

While performing the duties of this job, the employee will be required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs, balance; stoop, kneel, crouch or crawl; talk or hear. The employee must occasionally lift and or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust to focus. Manual dexterity is required to use desktop computer and peripherals. Exposure to variable weather conditions is likely.

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of his job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.