Job Description

One Team Health is currently seeking a Health Services Intake. This is an entry level, hybrid role with potential growth opportunities in the health insurance industry. In this position, the Health Services Intake will coordinate health care services and process related claims according to the terms and conditions of the member's insurance policy. The individual is responsible for ensuring to abide by the established company protocols and objectives and provide excellent customer service while addressing communications from client and health care providers.

We are seeking an individual who is well organized, enthusiastic, and who can consistently meet and exceed the expectations of the day to day operations of the Health Services Concierge team.

PRIMARY DUTIES AND RESPONSIBILITIES:

Responsible to manage inbound calls, emails and faxes received and direct appropriately to the team as needed. Address general inbound inquiries for both Cases and Claims received via calls, emails or faxes. Responsible to gather all necessary information to effectively open a new case and alert the Team Lead/Manager for timely assignment. Manage short-term non-medically complex cases to completion by providing benefit information, network details, and providing authorizations when required. Present cost-effective options for treatment by utilizing network facilities, collaborating with the Provider Relations team as applicable. Screen and complete non-medical requests such as benefit clarifications, extended length of stay information, updates on procedures, etc. Maintain all records of activity related to case management, financial expectations, and strategic plans as they relate to the case within the company database system. Provide excellent customer service to the insured members and offering guidance and support with each inquiry. Maintain comprehensive and accurate case notes along with other relevant data required to effectively process claims. Responsible for arranging medical appointments and processing applications for benefit increases to support the Bermuda Admin role. Utilize problem solving skills and negotiating techniques to resolve conflicts. Communicate with Team Lead/ Manager as appropriate for problem solving, direction and planning, as well as knowledge issues. Initiate required forms, letters and/or policies to comply with organizational guidelines and initiatives. Adheres to all policies and procedures as outlined by One Team Health and client specific protocols. Perform all work in a PIPEDA and HIPAA compliant manner. Ensure strict standards for claimant/client confidentiality and complies with organizational and governmental regulations/policies. Assist with the claims processing Participation in statutory holiday coverage Other related duties as assigned.

REQUIREMENTS:

Minimum 2 years experience in a customer service environment. Proven excellent listening, verbal and written communication skills. Post-secondary education in a relevant field or equivalent work experience. Proficiency in the use of the internet. Familiarity and knowledge of Microsoft Suite. Familiarity with insurance products and/or terminology is an asset Familiarity with medical terminology is an asset

SKILLS/ATTRIBUTES:

Enjoys interaction with clients/strong interpersonal skills. Maintain a positive attitude at all times especially when handling difficult situations. Presents a jovial and pleasant approach towards customers even under the most stressful situation. Show empathy for the customer's situation. High level of customer service/Client focused. Strong listening, verbal and written communication skills. Possesses excellent organizational skills and able to set own priorities. Proactive/Takes initiative, able to work with minimal supervision, especially during slow periods. Professional/High level of integrity. Logical and analytical thinker, excellent problem-solver and decision-maker. Team player/Flexible/Reliable. Successfully manage stress, especially during peak busy hours where many things can happen all at once. Be able to sit for long periods of time to ensure adequate coverage.
In Ontario, One Team Health, and affiliated organizations accommodate the needs of job applicants throughout its recruitment and selection processes in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodation needs must be provided in advance. To discuss your needs, please contact the individual noted in the posting.

Job Types: Full-time, Permanent

Benefits:

Extended health care RRSP match
Application question(s):

What is your expected annual salary? Please provide a range.
Experience:

Customer service: 2 years (preferred) healthcare: 1 year (preferred)
Work Location: Hybrid remote in North York, ON M2J 4Y1