Team Lead, Assistance

Join a team where your passion meets purpose We're not just colleagues – we're enthusiasts who genuinely love what we do and make work enjoyable for everyone.
About You
You are an experienced professional adept at handling a substantial caseload, multitasking, and meeting tight deadlines. You will play a crucial role in refining and enhancing the case management process. The ideal candidate will work directly with the case management team, overseeing reporting duties. The Team Lead will serve as a vital liaison between global healthcare providers and key client stakeholders, facilitating exceptional customer service.

The Team Lead will be the primary point of contact for staff needing support with cases in global healthcare systems. They will ensure the assistance team fulfills its responsibilities while maintaining high levels of motivation and efficiency. The Team Lead will collaborate closely with the Operations Manager and Director of Operations.

What You'll Do

• Engage with service providers globally to request documentation, reports, invoices, and other necessary information.
• Review and interpret case management guidelines to support case managers and claims administrators in determining coverage.
• Analyze approval guidelines and collaborate with claims teams to correct discrepancies and inconsistencies.
• Keep clients updated on the progress of case management services delivered to their members.
• Redirect patients to in-network facilities and pre-negotiate future claims to help clients contain costs.
• Document all written and verbal communications to ensure proper action is taken on any customer or client complaints.
• Perform all tasks in compliance with PIPEDA, HIPAA, and GDPR.
• Build and maintain strong customer relationships by liaising with various service providers.
• Share relevant information with all key stakeholders promptly, including clients, medical facilities, patients, and families, and prioritize cases according to departmental policy to find optimal solutions.
• Act as the primary contact for escalations.
• Accurately record all case details, actions taken, and next steps in the case management database.
• Update clients on the assistance provided to their members.
• Create team schedules and delegate tasks to ensure efficient workflow.
• Continuously monitor employee performance and identify opportunities for improvement.
• Address any concerns or issues raised by team members.
• Facilitate information sharing between management and employees.
• Assist in training and supporting new operations staff.
• Maintain a safe and healthy work environment by establishing and enforcing organizational standards and complying with legal regulations.

What You'll Bring

• Post-secondary diploma/degree or equivalent work experience.
• At least three years of experience managing small to medium-sized teams.
• Proficiency in English and French is required.
• Strong interpersonal and leadership skills, with the ability to communicate effectively across departments.

Preferred Skills

• Experience in customer support and case management.
• Proficiency in Microsoft Word, PowerPoint, and Excel (Office 365).
• Capability to work independently.
• Skill in motivating your team members and colleagues across departments.
• Adaptability to thrive in a fast-paced, dynamic environment.
• Strong attention to detail, excellent organization, and ability to meet deadlines.
• Knowledge and interpretation of insurance policies.
• Familiarity with medical terminology.
• Multilingual communication skills.

Additional Notes

• The hours for this position are from 9 am to 5 pm, Monday to Friday. Flexibility in hours may be required to fit the needs of the business.
• A cell phone will be provided for after-hours emergencies from the team.
• A laptop is required and will be supplied
• Hybrid office work model
• Full background check and reliability clearance is a requirement
• Work Location: Within Canada only

If you don't meet every qualification listed, we encourage you to apply. At MSH Americas, we value diverse backgrounds, perspectives, and experiences. We are proud to be an equal opportunity employer committed to fostering an inclusive and supportive environment. If you require reasonable accommodations at any stage of the application process, our Human Resources team is here to support you