Bilingual Case Coordinator
7 months ago
**Job Overview**
**Responsibilities**
- Answers a multi-lined phone system and responds accurately to inquiries from insured members and providers accordingly;
- Conducts outbound calls for processed claims where additional information and supporting documents are required and handles outbound calls for pending case management available on Magenta when applicable
- Verbally issues prior approvals for low value claims (physical therapy, dental service, x-rays, etc.)
- Answers web-based requests from insured members via a client workflow process;
- Addresses and resolves sensitive situations efficiently and effectively by working closely with the Case Management Specialists and the Case Management Supervisors
- May assist the Case Managers and Case Management Specialists when needed
- Attends training sessions on an on-going basis to maintain accuracy of responses to insured members and to keep up to date on changes in procedures;
- Uses the following tools as needed: Follow up of Payments; Medical Tool; Case Management Tool, Request for negative Claims Tool; MSH COMMUNITY Tool etc.
- Ensures that rejection of payments/lost cheques are monitored closely (when required) until payments are released by the concerned departments;
- Follows up all requests (i.e. rejection of payments/lost cheques and reissue of payment when required;) and ensures that all cases are completed and closed in a timely manner.
- Acts as a back up to the Senior Administrative Officer by work flowing and uploading insured and direct billing claims, opening/sorting/batching/filing of mail, data entry, and any other tasks as assigned.
**Qualifications and Education Requirements**
- High School Diploma or equivalent work experience.
- Previous experience in a call center environment;
- Previous customer service experience;
- Previous experience in the insurance industry and/or medical field;
- Ability to communicate (oral and written) in English. French would be an asset but not required.
- Intermediate computer skills are required.
- Keen attention to detail; able to retain very specific information regarding many different insurance contracts;
- 40 WPM typing ability (minimum);
- Ability to multi-task and adapt to various situations;
- Strong organizational skills with strengths in prioritization and efficiencies;
- Strong customer service skills including good listening skills, diplomacy and tact;
- Ability to work within a team environment;
- Benefits knowledge an asset;
- Stress management skills; able to handle difficult clients;
**Preferred Skills**
- Knowledge of medical or dental terminology is an asset.
- Fluency in either French or Spanish is preferred.
**Additional Notes**
- The hours for this position are 8am-4:30pm from Monday to Friday.
- A laptop will be provided.
**Salary**: $37,000.00 per year
**Benefits**:
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Calgary, AB T2P 3H5: reliably commute or plan to relocate before starting work (preferred)
**Education**:
- Bachelor's Degree (preferred)
Work Location: Hybrid remote in Calgary, AB T2P 3H5
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