Investigation Support Analyst
2 weeks ago
**Position Responsibilities**:
- **Administrative Management and Support**:Manage the claims intake functions for the Medical and Dental Investigations Department, log reports into case management systems, and support investigators and analysts with administrative tasks as required.
- **Investigation and Audit Support**:Demonstrate initiative in managing basic investigations, conduct routine investigations with various stakeholders, support audit programs, and prepare verification reports for participants and providers.
- **Collaboration and Validation**:Engage and consult with internal resources such as Customer Service and the Marketing team, validate claims by communicating with providers or participants, and verify data to determine the need for an investigation.
- **Case Creation and Escalation**:Create cases for identified issues and escalate them to an analyst for further processing and monitor the Investigations Services inbox and other communication channels.
- **Reporting and Recognition**:Summarize the results of ongoing audits via monthly or quarterly reports, and oversee the fraud recognition program, communicating awards to relevant business units.
**Required Qualifications**:
- Knowledge of Group Benefits and/or Affinity Markets
- University degree or equivalent work experience
- Knowledge of fraud and abuse risk
- Strong research, problem solving and decision-making skills
- Excellent oral communication (both phone and face to face) and written communication skills
- Intermediate data analysis skills with expertise using Excel and other data mining software
**Preferred Qualifications**:
- Demonstrated investigation skills with attention to detail
- Ability to be creative, critical and aggressive in managing audit and investigative activities
- Organizational skills and the ability to manage multiple conflicting priorities
- Claims and/or Contact Centre experience would be an asset
- Bilingual is an asset
**When you join our team**:
- We’ll empower you to learn and grow the career you want.
- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team, we’ll support you in shaping the future you want to see.
**#LI-HYBRID**
**About Manulife and John Hancock**
**Manulife is an Equal Opportunity Employer**
**Primary Location**
Waterloo, Ontario
**Working Arrangement**
Hybrid
**Salary range is expected to be between**
$37,425.00 CAD - $62,375.00 CAD
Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short
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