Job Description

Staff - Union
Job Category CUPE 2950
Job Profile CUPE 2950 Salaried - Administrative Support 3 (Gr6)
Job Title Insurance and Claims Coordinator
Department Dental Clinic | Faculty of Dentistry
Compensation Range $4,449.00 - $4,676.00 CAD Monthly
Posting End Date October 9, 2025
Note: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date Ongoing
At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.
JOB SUMMARY
The UBC Dental Clinic including the Nobel Biocare Oral Health Centre (NBOHC) and the Graduate Specialty Clinic uses state-of-the-art technology and an innovative architectural design to create a sophisticated, efficient space for learning, community service, and research. The clinic provides the setting for the clinical practice components required for the Doctor of Dental Medicine (DMD) program and graduate programs. A new Simulation Laboratory, completed in 2022, expanded capacity for patient care while enabling simulated clinical learning in a dedicated space.
The Insurance & Claims Coordinator coordinates and administers all aspects of dental insurance verification, claims submission, payment reconciliation, and patient billing within NBOHC. The role ensures accurate, timely processing of high-volume claims and complex financial interactions; composes and sensitive, policy-heavy correspondence with third-party insurers and government payors; and responds to confidential patient, student, and faculty inquiries with tact and discretion. This role partners with Operations and Information Technology teams to interpret and implement changes to Canadian insurance policies including the Canadian Dental Care Plan (CDCP) and BC Ministry of Health programs ensuring process updates are reflected in clinic systems, records, and communications. Reception coverage is provided on an as-needed basis during absences, peak periods, or staffing gaps.
ORGANIZATIONAL STATUS
Works within the main dental clinic. This position reports to the Clinic Operations Administrator who reports to the Senior Clinic Manager, Resources & Operations and the Clinic Director.
WORK PERFORMED
Insurance & Claims Administration

• Coordinates end-to-end insurance administration workflows, including verification of benefits and obtaining pre-authorizations as required.
• Prepares, submits, and tracks dental claims to third-party insurers (e.g., Pacific Blue Cross, Sun Life) and government payors (CDCP, Ministry of Health BC), ensuring completeness, code accuracy, and documentation integrity.
• Investigates, appeals, and resolves rejected, delayed, or underpaid claims; drafts complex correspondence to insurers/government payors citing policy provisions and clinical documentation.
• Administers direct billing; communicates patient financial responsibilities (co-pays, deductibles, non-covered services) with clarity and empathy.
• Serves as the primary point of contact for insurance, CDCP, and Ministry of Health programs; responds to confidential phone, email, and in-person inquiries and provides information of a complex nature.
• Monitors aged claims and outstanding balances, coordinating with the front desk to secure timely patient payments for rejected or uncovered services.
• Maintains and updates electronic records and claim data across clinic information systems; ensures data quality through routine audits and error-correction workflows.

Patient Financial Support

• Reconciles and allocates payments from insurers, CDCP, the Ministry of Health, and collection agencies to patient accounts; prepares and validates journal entries and adjustments as required.
• Explains insurance benefits, billing statements, estimates, and payment options; navigates complex coverage scenarios with professionalism and tact.
• Collaborates with finance and clinical teams to research and resolve discrepancies; prepares supporting documentation for internal review and audit.
• Maintains accurate, current patient financial records in compliance with university and industry standards.
• Delivers or coordinates training for staff, students, and faculty on insurance, claims, and coverage processes; develops quick-reference guides and standard work where helpful.
• Provides backup for accounts receivable: monitors outstanding balances, reconciles payments, and supports patient follow-ups in alignment with finance protocols.

Oral Health Access Fund Program Monitor

• Monitors and reports on Health Canada Oral Health Access Fund expenditures, ensuring alignment with CDCP guidelines and clinic eligibility criteria.
• Tracks allocated budgets (e.g., C$100,000 for CDCP co-pay coverage; C$232,000 for non-insured populations) within the federal fiscal year (Apr 1-Mar 31); prepares periodic reconciliations.
• Validates and documents eligible procedures (e.g., crowns, root canals, prostheses, pediatric treatments) and maintains audit-ready records.
• Prepares concise narrative and financial reports (e.g., 500-character limits) for Health Canada; composes sensitive, policy-aligned correspondence to clarify eligibility and utilization.
• Liaises with community clinics and stakeholders to support access, compliance, and optimal utilization of funds.

Documentation & Compliance

• Maintains accurate insurance, billing, and clinical-adjacent documentation in patient records; ensures completeness, confidentiality, and version control.
• Ensures compliance with university policies, privacy legislation, insurer requirements, and government payor protocols; implements process improvements to strengthen internal controls and turnaround times.
• Monitors and actions payor updates (insurers, CDCP, Ministry of Health BC); coordinates updates to procedures, templates, and system configurations in partnership with IT and Operations.
• Reviews insurance collection accounts, prepares and mails monthly statements; coordinates EFT remittances with UBC central finance and reconciles journal vouchers as needed.
• Assists in the development and maintenance of electronic information support systems, including distribution lists, payer/plan master data, and online records administration; enters, edits, and manipulates complex datasets to support reporting and analytics.

Reception Coverage (As Needed)

• Provides front-desk/clerical coverage during absences, peak periods, or emergencies; maintains a professional, confidential, and service-oriented presence.
• Supports patient flow: check-in/check-out, appointment scheduling, and inquiries; follows escalation pathways for clinical, financial, or privacy-sensitive matters.
• Ensures continuity of operations by adhering to established office administration procedures and contributing suggestions for improvement.

CONSEQUENCE OF ERROR
Work is performed under clearly defined guidelines requiring minimum judgment on methods used to perform work. Resolves some problems but refer most to the supervisor. Errors can be corrected but could result in patients not receiving treatment when needed causing angry patients, faculty and students missing valuable clinical instruction time.
SUPERVISION RECEIVED
Reports administratively to Clinic Operations Administrator. Work is overseen by the Administrative Coordinator and works closely with other Clinic Receptionists and Chart Room Clerk. Interacts regularly with patients, students, faculty, and other staff.
SUPERVISION GIVEN
N/A
MINIMUM QUALIFICATIONS
High School graduation, plus one year of post-secondary education, plus four years of related experience or an equivalent combination of education and experience

• Willingness to respect diverse perspectives, including perspectives in conflict with one's own
• Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion

PREFERRED QUALIFICATIONS

• Completion of post-secondary education in medical/dental administration or equivalent experience Preferred.
• Experience in dental or medical insurance billing, preferably in a clinical or academic setting.
• Strong knowledge of Canadian dental insurance systems and third-party payor processes.
• Familiarity with dental software systems (e.g., Axium) and Microsoft Office.
• Strong interpersonal, communication, and problem-solving skills.
• High attention to detail and the ability to manage confidential information responsibly.

Skills Required