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Call-center Case Coordinator

1 month ago

Kanata, Canada Penfield Medical Cost Containment Full time

Welcome to Penfield

Penfield prides itself on its reputation as a ‘Best In Class’ boutique organization when it comes to medical cost containment, claims negotiations and medical assistance. The company is built on three key principles: quality, transparency, and unrivaled client satisfaction through customized solutions.

Call-Center Case Coordinator

Full Time, Permanent

Responsibilities include:

- Coordinate medical services (including but not limited to appointments and inpatient stays), and travel arrangements for patients (including but not limited to air ambulance, commercial repatriations with medical escorts).
- Under the direction of medical staff authorize medical treatment and subsequent care based on policy benefits.
- Act as a resource for the patients, family members and clinics/hospitals for policy benefits and coverage information.
- Request medical information including progress reports, medical records and past medical history.
- Communicate non-approval of services based on policy wording.
- Record interactions and transactions in Penfield’s claim system

Requirements include:

- Fully bilingual in French and English is essential. Spanish is a strong asset.
- Post-secondary degree/diploma
- Experienced in call-center setting handling incoming and out-going phone calls
- Customer service experience is essential
- Some medical experience or medical terminology knowledge is an asset
- Crisis management experience is an asset

Telephone inquiries WILL NOT be accepted. We thank all applicants for their interest, however only those chosen to participate in the interview process will be contacted.

**Job Types**: Full-time, Permanent

Pay: $19.00-$22.00 per hour

**Benefits**:

- Casual dress
- Dental care
- On-site parking
- Paid time off

Schedule:

- Monday to Friday
- Night shift
- On call
- Weekends as needed

**Experience**:

- Call center: 3 years (preferred)
- Customer service: 3 years (preferred)

**Language**:

- English & French fluently (required)

Work Location: Hybrid remote in Kanata, ON K2L 3H1