Key skills
Communication
About this role
Role Overview
- Assist healthcare providers to ensure orders are completed accurately and processed promptly.
- Support healthcare providers and insurance customers with special requirements, including authorizations, physician fees, and report delivery.
- Maintain high quality customer interactions by asking effective questions, securing provider cooperation, professionally advocating for timely completion.
- Respond to inbound calls, emails, and priority messages from insurance carriers, healthcare providers, customers, and advisors.
- Review and validate orders to ensure all required documentation, authorizations, and payment details are complete for timely report production.
- Conduct follow-up communications to obtain updates, identify delays, and engage with records release personnel to expedite report delivery.
- Accurately document all customer, facility, and call details, including contact names and outcomes.
- Adhere to Standard Operating Procedures (SOPs) to ensure compliance with insurance carriers, healthcare providers, and physicians.
- Additional duties as assigned
Requirements
- Secondary School Diploma
- Bilingual (French/English) for QC is mandatory, it is an asset for the rest of Canada
- Minimum 1 year of customer service experience in a contact centre or industry experience
- Demonstrates strong urgency, multitasking, and prioritization skills in fast-paced environments
- Customer-focused problem solver with strong verbal and written communication abilities
- Highly organized, detail-oriented, and able to deliver accurate, timely results in team settings
- Results-driven and resourceful, with strong research and information-gathering skills
- Proficient in MS Office and data entry, with solid phone etiquette and adaptability to new systems
- Medical terminology
- asset
Benefits
- Access to a health and wellness benefits program that supports you and your loved ones
- Grow and thrive with a dynamic, successful company through internal mobility opportunities
- Invest in your future through RRSP match benefits and an employee stock purchase program
- Experience a collaborative, diverse workforce that prioritizes dignity and respect for all