Customer Care Representative

The Customer Care Representative for “APS Contact Centre - Outbound calls to collect records” is accountable for all contacts with all medical facilities with whom we have a request, on behalf of the Insurance company, to forward patient medical records. **This is a remote role working Monday to Friday 9 am
- 5 pm (PST) or 12:00 pm - 8:00 pm (EST)**

$17.05 - with up to $20.00 depending upon experience.
- Assist in locating clients medical office for report purposes
- Assist in medical records collection for insurance purposes
- Ensure orders contain all the facility requires to allow production of a complete report and in a timely fashion
- Strong attention to detail on follow-up calls (ensure to collect detailed information on delay for completion of report)
- Contact clinics via phone and/or fax to obtain status of insurance reports
- Capture all call and facility information for every contact and payment for producing reports
- Following SOPs to ensure compliance to the various insurance carriers and medical facilities
- Maintain quality of calls while attaining daily processed calls quota
- Any other tasks as assigned by Manager / Team Lead

Add Value with your qualifications
- High School Education Degree / diploma preferred (or related experience)
- Bilingual (French and English) mandatory for Quebec, an asset for rest of Canada
- Minimum 1 year work experience (contact center experience an asset but not required - will look at any experience from other industries such as retail and hospitality)
- Medical terminology knowledge is an asset
- Customer-centric approach: Friendly, positive attitude, strong communication skills
- Proficiency in MS Office Suite with a strong ability to learn and adapt to new computer systems
- Able to work collaboratively and professionally in a fast paced, sometimes stressful environment with competing deadlines
- Resourceful, proficiency in using different search engines to locate contact information for medical facilities and/or doctors
- Ability to quickly document status notes to in-house system
- Strong attention to detail and innovative thinker (think outside the box for solutions

**DNA of an Ideal Dynacare Employee**

I make a difference in people’s lives. I am a caring, collaborative team-player who is passionate about quality and continuous improvement.
- Caring
- I demonstrate strong empathy and genuine concern for my colleagues, patients and customers.
- Collaborative Team Player
- I know I play a key role in helping the Dynacare team achieve success. I am comfortable in a changing environment, and I can easily manage multiple priorities.
- Passion for Quality and Continuous Improvement
- I am always looking to learn and solve problems. I am detailed oriented, adaptable and find ways to make things better.

Dynacare has been a “Top Employer” for many years and there is a reason why. We are a great place to work.

If your qualifications and experience fit with this position, we will contact you to learn more. We offer competitive pay and great benefits, along with the opportunity to grow and thrive with a dynamic, successful company. We hope you will join us in our journey to become Canada’s health and wellness solutions leader.

Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement and fair treatment of all individuals. We believe that our diversity is our strength so we employ a diverse workforce and respect the needs of all our employees.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and the Dynacare Accommodation Policy a request for accommodation will be accepted as part of the Dynacare hiring process.
- Dynacare is committed to doing our part to protect our team, our clients and our communities against the spread of COVID-19. Please note that it is a requirement for this role that the individual be fully vaccinated*, unless an exemption under the applicable provincial human rights legislation applies. Proof of full vaccination will be required to be submitted to our third-party services provider for verification purposes._
- _“Fully vaccinated” is defined as two doses of a Health Canada approved COVID-19 vaccine, plus 14 days after the second dose._