As the first point of contact for our stakeholders, you'll provide clear, courteous assistance on claims and coverage. Your ability to navigate policy nuances and resolve inquiries with ease helps injured workers and employers move forward with confidence!
Job Duties:
Act as the primary point of contact for claims-related inquiries from workers, employers, healthcare providers, and other stakeholders.
Gather, assess, and input claims information, ensuring workers compensation coverage is verified.
Create new claim files, enter data, and request additional reports as needed.
Accept no time loss claims within defined parameters and forward complex claims for further review.
Explain policies and procedures to claimants and stakeholders, ensuring a clear understanding of claim entitlements.
Approve medical expenses within specified guidelines and authority levels.
Identify workers in crisis and refer them to appropriate resources within WCB.
Manage claim-related inquiries and direct unresolved concerns to appropriate team members.
Ensure all communications and actions taken are documented accurately within claim files.
Qualifications:
Education - Completion of a two (2) year diploma in a related discipline (e.g., Business Administration).
Experience - Minimum two years of experience interpreting and applying processes and procedures to resolve customer inquiries.
Typing Speed - Minimum 35 words per minute with an error rate of less than 5%.
Customer Service - Strong ability to provide high-quality service, including handling difficult situations with tact and diplomacy.
Problem-Solving - Ability to gather and assess information, analyze claims, and apply procedures to resolve inquiries efficiently.
Communication Skills - Strong verbal and written communication skills to interact effectively with various stakeholders.
Technical Proficiency - Proficiency in Windows-based software (Word, Excel, Outlook).
Experience using call center technology is an asset but not required.
Attention to Detail - Ability to work accurately and efficiently in a fast-paced environment.
De-escalation & Active Listening - Knowledge of advanced customer service techniques would be an asset.
Bilingualism (English & French) is an asset
Additional Information:
The Workers Compensation Board of Manitoba (WCB) serves workers and employers through a no-fault insurance system integral to the Manitoba economy. With approximately 600 employees, the WCB is dedicated to ensuring and supporting safe and healthy workplaces.
We put workers and employers at the centre of everything we do, providing services for injury prevention, compensation and facilitating return to health and work. Through SAFE Work Manitoba, a division of the WCB, we collaborate with our partners to build a strong culture of workplace safety and health by preventing injuries and illnesses before they occur.
If you're passionate about making a meaningful difference in people's lives, we invite you to join our dedicated team and contribute to a safer Manitoba.
Why work for us?
If you're looking to make a real difference in your community, grow your career and work in a supportive, inclusive environment, the WCB is the place for you. We offer:
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