Claims Service Associate

4 weeks ago

Winnipeg, Manitoba, Canada WCB Manitoba Full time

The Workers Compensation Board (WCB) Manitoba is a leading organization in promoting safety and health in the province's workplaces. As a Claims Service Representative, you will play a critical role in helping prevent and reduce workplace injuries and diseases.

About the Role

We are seeking an enthusiastic and detail-oriented individual to join our team as a Claims Service Representative. In this introductory position, you will gain valuable knowledge and experience that will enable you to move into various roles within the WCB.

As a Claims Service Representative, your primary responsibility will be to respond to and resolve claim-related inquiries from workers, employers, representatives, healthcare practitioners, and other service providers. You will act as the primary point of contact for resolving claims and coverage-related telephone inquiries received in the Claims Service Centre or when Adjudicators or Case Managers are not available.

Your key duties will include:

  • Creating new claim files and ensuring Workers Compensation coverage
  • Accepting specific no-time-loss claims and managing each inquiry to a resolution that provides customer satisfaction and meets organizational standards
  • FOLLOWING ESTABLISHED PROCEDURES TO CREATE NEW CLAIM FILES, INPUT DATA, SEARCH THE DATABASE, AND VERIFY AND COLLECT INFORMATION BY CALLING FOR, OR REQUESTING REPORTS FROM INJURED WORKERS, EMPLOYERS, AND HEALTHCARE PROVIDERS.
  • Notifying internal parties at the time of reporting serious accidents or fatalities

You will also have the opportunity to utilize effective listening and questioning techniques to determine each customer's needs, identify, evaluate, and determine alternatives to problem-solve, and communicate decisions to affected parties where appropriate.

In addition, you will work independently and as part of a team to follow department standards for gathering, reviewing, and assessing information to establish Workers Compensation coverage for new claims, communicating decisions to affected parties where appropriate, and referring to Supervisors or Assessment Services in cases where further action is necessary.

Other responsibilities may include performing detailed and accurate work in a fast-paced environment, working independently and as part of a team, identifying workers in crisis, and referring them to an appropriate WCB resource.

About You

To succeed in this role, you should possess a diploma in a related discipline, preferably Business Administration, and a minimum of two years' experience interpreting and applying processes and procedures to manage and resolve customer inquiries/concerns.

You should also possess excellent customer service skills, including the ability to manage potentially confrontational situations with tact and diplomacy, well-developed verbal and written communication skills, and proficiency in the use of personal computers and software in a Windows environment.

A typing speed of 35 words per minute (error rate less than 5%) is required, as well as the ability to perform detailed and accurate work in a fast-paced environment and work independently and as part of a team.

About Our Benefits

We offer a competitive salary range of $55,684 - $69,603, plus additional benefits and perks.

We are committed to building a skilled, diverse workforce with equitable representation of Indigenous persons, visible minorities, persons with disabilities, women, LGBTTSQ+ persons, and members of other equity-seeking groups.

We recognize that individuals may face barriers that hinder their full and equal participation in the workplace and are committed to providing reasonable accommodation to all employees and candidates who are or may be disabled by one or more barriers in the workplace.

As a WCB employee, you will have access to employee benefits and programs that support financial and personal security, foster health and wellness, encourage involvement and support growth as an individual and member of the WCB community.

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