Key skills
Communication
About this role
Role Overview
- Assist healthcare providers to ensure orders are complete and processed promptly
- Support healthcare providers and insurance clients with special requirements, including authorizations, physician fees, and report delivery
- Maintain high-quality client interactions by asking effective questions, obtaining provider cooperation, and professionally advocating for prompt completion
- Respond to inbound calls, emails, and priority messages from insurers, healthcare providers, clients, and advisors
- Review and validate orders to ensure all documentation, authorizations, and payment details are complete for timely report production
- Perform follow-up communications to obtain updates, identify delays, and engage records release staff to expedite report delivery
- Accurately document all client, facility, and call details, including contact names and outcomes
- Adhere to Standard Operating Procedures (SOPs) to ensure compliance with insurers, healthcare providers, and physicians
- Other duties as required
Requirements
- High school diploma
- Bilingual (French/English) is mandatory for QC; considered an asset for the rest of Canada
- Minimum of 1 year of customer service experience in a contact center or relevant industry experience
- Ability to demonstrate strong sense of urgency, multitasking, and prioritization skills in fast-paced environments
- Customer-focused with strong problem-solving and verbal and written communication skills
- Highly organized, detail-oriented, and capable of delivering accurate, timely results in team environments
- Results-driven and resourceful, with strong research and information-gathering skills
- Proficient in MS Office and data entry, with strong phone etiquette and the ability to adapt to new systems
- Medical terminology
- asset
Benefits
- Access to a health and wellness program that supports you and your loved ones
- Opportunities for internal growth and development within a dynamic, successful company
- Invest in your future with RRSP matching benefits and an employee share purchase plan
- Collaborative, diverse work environment that prioritizes dignity and respect for all