Manager, Call Centre

4 months ago

Oakville, Canada Reelcruit Full time

**99% REMOTE, ONLY ONCE A WEEK ONSITE REQUIREMENT.**

Our top client, a publicly traded company, provides flexible, accessible full benefit administration enabling plan sponsors to better control costs and improve health outcomes for employees and their families by using leading edge communications and processing technology.

**The client is currently looking for a Manager for their Customer Support Specialist and Claims Adjudicator groups. **The position has 2 Team Leaders and a staff of approximately 10 reporting to it. The Manager provides overall leadership and supervision, addressing inquiries from the agents about ideal practices or challenging calls or claims

**Overview**:
In this full-time role, the Manager, Call Centre & Claims ensures their Customer Service Specialist (Call Centre Reps) and Claims Adjudicators are equipped, trained and ready to provide excellence in service. They are responsible for preparing reports and conducting data analysis to help management decide on call center objectives.

**Daily accountabilities include**:

- Overseeing the performance of all employees who work in the Call Centre, Claims Dept. and Mailroom and sometimes Claimsxchange. Verifying that all corporate policies are followed, meeting the SLAs.
- Providing professional support to their health care providers, members and clients
- Ensuring Customer Service Specialists and Claims Adjudicators, at all levels, are trained and growing in their professional development. Ensuring training materials are developed and updated as needed. materials
- Addressing escalations; resolving inquiries directly from clients or providers or handling escalations from staff; processing claims above the adjudicators’ limits
- Auditing the function
- Keeping attendance and hours for payroll
- Overseeing the mailroom and document management operations (sorting, processing, scanning, uploadint to internal systems, etc.) Ensurin cheques, and EOB’s are printed and mailed out in a timely manner
- Managing staff - recruitment, performance management, scheduling; team meetings, coaching, setting expectations
- Preparing performance reports that outline metrics and assist management with capacity building, distribution of work, training, etc.
- Investigate inquiries from staff, Management, and internal and external Administrators.
- Reviewing the processing of health, dental, and legal claims to ensure the procedures are handled efficiently, accurately, and in a manner that protects the interests of the members while also providing satisfactory customer service.
- Make the necessary adjustment, release payments, resolve system issues, and create mantis tickets. Oversee the Audit report.
- Processing of staff benefit claims, inquiries and calls

**Qualifications & Skills**
- College diploma or university degree
- GBA or CEBS certification would be an asset
- Knowledge of Group Benefits and Plan Administration (4-5 years)
- 2-3 years in a supervisory or management role within benefits administration industry
- System savvy: Experienced in Microsoft Excel and Word; strong facility with systems
- Effective people leadership skills; strong emotional intelligence and the ability to create a strong working team
- Excellent customer service skills; professional demeanor and able to maintain self
- composure when working with clients in a challenging situation
- Resourceful leader, effective problem-solver; focus on practical and effective solutions
- Must be detail oriented, analytical
- Other required skills include strong organizational and decision-making abilities, able to multi-task
- A self-leader with demonstrated initiative and eager to learn and grow in the role.

**Salary**: $70,000.00-$80,000.00 per hour

Expected hours: 40 per week

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- RRSP match
- Vision care
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

Application question(s):

- Do you have experience with GROUP INSURANCE (health, dental, major complex dental, major medical) as this is a tech company that provides the admin tools but also assist with the programming and use of the tools as well?
- We are looking for someone who has a strategic vision, who can have honest but difficult conversations. There will be situational questions based on this. Do you understand?
- Can you confirm to the remote work with 1 day a week in Oakville for hands-on with one Client?
- The salary is between 70-80k and is non negotiable, Does that work for you?
- Do you provide consent for us to represent your profile to the client?

**Education**:

- Secondary School (preferred)

**Experience**:

- Call center: 4 years (required)
- Customer service: 3 years (required)

Work Location: Hybrid remote in Oakville, ON L5V 2S2

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