Claims Experience Supervisor

We are seeking a Claims Experience Supervisor to join our team in Laval, QC or Winnipeg, MB.

Under the direction of the Claims Experience Manager, the Claims Experience Supervisor provides leadership to the Claims Experience team, to ensure service is delivered with a high level of professionalism and exceptional claims experience to our customers.

**The Claims Experience Supervisor will**:

- Provide exceptional customer service to both internal and external stakeholders
- Ensure appropriate handling of customer complaints/escalations
- Provide guidance and leadership to a team of Claims Adjudication and Client Care Specialists
- Coach and mentor team members, providing them with support on their daily work including continuous feedback on performance
- Ensure that each team member is improving in quality, efficiency and knowledge where required
- Conduct or contribute to employee development, and performance management through coaching and following up on the development of their technical competencies
- Coordinate and supervise daily activities of claims team
- Monitor workloads for each team member to ensure they are reasonable yet challenging
- Ensure staff compliancy to corporate policies, procedures and business plans
- Provide direction to senior Claims Adjudication Specialists and Client Care Specialists on complex claim situations such as overpayment, adjustments, stop payments
- Monitor workflow and set priorities to align with service levels
- Ensure quality levels are being met and identify where training and or process opportunity improvements may exist
- Provide feedback and recommendations on process improvements
- Collaborate with Manager on department procedure enhancements and communicate changes to the team
- Set individual and team performance objectives and initiatives
- Collaborate with Training department on training content and delivery
- Coordinate with Training Department on the training of Claims Adjudication and Client Care Specialists
- Develop a sound knowledge of all systems involved in Claims Adjudication and Client Care
- Collaboration with other departments and outside partners as required
- Approval of daily claims EFT and cheque payments

**T**o be successful **as a **Claims Experience Supervisor **with People Corporation**:

- Resilience - Able to function well in an environment where there are competing priorities, multiple stakeholders, and takes the initiative to enact solutions, while demonstrating good judgement, a sense of urgency and commitment to high standards of customer service, ethics, regulatory compliance and business integrity.
- You have 5+ years of experience in an insurance setting (Health and Dental group insurance experience preferred).
- Demonstrated proficiency using MX Excel, Word and Outlook
- Fluency in French is considered an asset.
**- Lead and Develop Others - Sets clear direction and gives step-by-step guidance. Builds others’ confidence, making them feel better equipped to do their jobs and encourages their voices to be heard in decision making. Recognizes employee development needs and provides on-going feedback and coaching. Leads and guides people through prolonged periods of change.
- Make decisions - making good, timely decisions and solving problems involving varied levels of complexity, ambiguity, and risk. Thinking creatively, focusing on innovation consulting, and engaging others and reconciling competing interests. Acting with integrity in an honest and trustworthy manner based on personal accountability and a conviction to do the right thing.
- Communicate - Have excellent written and oral communication skills. Ability to communicate clearly, with purpose and adapts communication style appropriately to suit audience. Ability to communicate effectively and influence others to act in support of corporate goals and values. Encouraging and fostering positive team culture.
- Problem Solve - investigating issues, identifying, or developing options analyzing data of service delivery and provides solutions to problems.
- Teamwork - works effectively with others ensuring employees work co-operatively sharing best practices, breaking down departmental and other barriers, and communicating fully on new initiatives and priorities. Ability to build dynamic partnerships, understands and meets the needs of employees, customers and strategic stakeholders.
- Resilience - Able to function well in an environment where there are competing priorities, multiple stakeholders, and takes the initiative to enact solutions, while demonstrating good judgement, a sense of urgency and commitment to high standards of customer service, ethics, regulatory compliance and business integrity.

**What's in it for you**:

- Learn by working alongside our experts
- Extended health care and dental benefits
- A retirement savings plan with company contributions
- A suite of Health & Wellness offerings
- Mental Health programs and support for you and your family
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