Digital Mail Services Administrator

3 weeks ago

Montréal, Canada Sun Life Full time

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Digital Mail Services Administrator

The Digital Mail Services Administrator plays a key role in ensuring effective digital imaging, data lifting and key completion of documents by scanning and indexing documents correctly and efficiently. The successful applicant will also provide customer satisfaction by ensuring that physical mail which cannot be scanned is sorted appropriately for routing to appropriate areas. This role is for the evening shift (elligible for late shift premium of 10% of base salary)

Main Accountabilities:
On a regular basis, this role will rotate between operating a scanner and performing data entry.

Scanning:

- As the last person to work with the physical document, the administrator plays a key role in ensuring effective data lift and key completion by scanning each document correctly.
- By effectively sorting documents, the administrator helps streamline claims to the appropriate area, reducing potential re-work.
- By prepping and scanning the documents fully and correctly in a timely manner, the administrator contributes to meeting service levels agreements between Canadian Document Services and the Health & Dental claims area.
- The administrator also provides customer satisfaction by ensuring that all documents received are handled safely and expedited to the appropriate departments in a timely manner.

Indexing:

- As the first person to work with the digitized image, the administrator plays a key role in ensuring proper classification and correct key completion of data on claim forms and receipts.
- Through key completion/indexing, the administrator is responsible for ensuring data is lifted completely and correctly, and entering key data that could not be lifted.
- By completing these tasks correctly and in a timely manner, the administrator has a direct impact on the quality of the output to customers, whose claims may be auto-adjudicated based on the data entered. Also, reduced errors in the process will lessen the number of claims which require manual intervention by the Health & Dental claims area, which will in turn increase the efficiency of the process and reduce costs.

By reporting issues, gaps and opportunities to the supervisor, the administrator ensures that each document received is handled with caution and due diligence.

From time to time, the administrator may be required to perform other duties, including but not limited to:

- Material handling, including the distribution of mail to scanner operators, document retrieval, and processing interdepartmental requests
- Advanced document sorting and classification, including the preparation of dental claims for review by Dental Specialists
- Retrieve e-faxes from the Group Benefits Fax database, match the e-faxes to Service Requests generated by the Customer Care Centre, and route the attached e-faxes to the H&D claims area
- Letter creation

The administrator is required to handle all administrative tasks, such as eLearning modules and HR assignments, responsibly, accurately and in a timely manner.

Core Competencies
- Collaborates effectively with other team members and other departments
- Communicates confidently both verbally and in writing in English and French
- Focuses on the customer
- Takes accountability
- Understands our business and how our processes affect the Group Benefits line of business as a whole.

Skills and Assets
- Bilingualism (French, English) required - interactions with English-speaking customers or partners
- Experience with Lotus Notes, Ultera, Citrix/Kofax is an asset
- Basic customer service ability
- Intermediate time management skills
- Intermediate multi-tasking ability
- Excellent keyboarding and computer skills

Required Attributes:

- Able to work within structured supervisory guidelines
- Able to maintain a high level of productivity, accuracy and attention to detail at all times
- Able to recognize opportunities to initiate change that will increase the department’s efficiency.
- Flexible, adaptable, and able to quickly learn new tasks
- Able to work in a fast-paced environment of multiple priorities and conflicting deadlines
- Able to work independently with minimum direction and frequent interruptions

Notes/Unique Requirements:

- RCMP security checks (including two valid photo ID’s, fingerprinting) required
- Digital Mail Services operates Monday through Friday, 3:00 PM to 11:00 PM (this

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