Careers

Please forward a cover letter and resume to Human Resources.

The Role

Telephone Services

• Answer incoming emergency and non-emergency assistance calls; triage calls as per standards and protocols.
• Identify solutions to customers/facilities/providers issues, inquiries by providing accurate, reliable and complete program information. Educate caller on total services available.
• Direct callers/clients to Network Facilities or through Standby MD Medical Concierge Services.
• Make informed decisions as it relates to coordinating services.
• Case Management of minor cases using the principles and guidelines for minor case management.
• Add and update Case Reserves/Costs according to standard guidelines.
• Use case management software to accurately and concisely document all call details and actions taken/required.

Administrative Assistance

• Monitor incoming faxes and manage according to guidelines.
• Case Management of International Insurer minor cases.
• Manage and respond to incoming emails from various ACM email accounts.
• Activity report creation.
• Outbound calling for follow ups on Cost to Date and Past Medical History or Clinical Reports.
• Perform related duties as assigned.

Skills and Requirements

• Candidates must be fluent in English and Français.
• Communicate and exchange sensitive and confidential information in a professional manner.
• Adapt to on-going change.
• Ability to handle fluctuating work volumes in a fast paced, customer service focused environment.
• Ability to work independently or in a team environment.
• Excellent communication skills, verbal and written.
• Strong interpersonal skills – patient, calm and controlled demeanor.
• Excellent organizational and time management skills.
• Excellent analytical and follow-up skills.
• Understanding of travel insurance, insurance terminology and case management (an asset).
• Understanding of US medical system (an asset).

Please forward a cover letter and resume to Human Resources.

Duties

Reporting to the Manager of Customer Service, the role of the Medical Facilitator is to provide support to the assistance and claims team by:

• Reviewing, analyzing and summarizing client’s medical records, including clinical documentation, History and Physicals, Past Medical History, Utilization Reports.
• Coordination of case management with Clinical Case Coordinator (CCC) Team.
• Provide professional mentorship for CCC Team.
• Perform related duties as assigned.

Skills and Requirements

• University Degree/College Diploma in Nursing
• Current license in good standing with the College of Nurses of Ontario
• Membership with RNAO
• Possess basic computer skills (Windows, Excel, typing)
• Handle/communicate and exchange sensitive and confidential information in a professional manner.
• Excellent self-management skills.
• Adapt to on-going change.
• Ability to handle fluctuating work volumes in a fast paced, customer focused environment.
• Ability to work independently or in a team environment.
• Excellent communication skills, both verbal and written.
• Strong interpersonal skills - patient, calm, demeanor.
• Excellent organizational, time management, analytical and follow-up skills.
• Ability to work various shifts and days of the week.
• Familiarization with customer service environment.
• Basic understanding of travel insurance, insurance terminology and case management.
• Basic understanding of US medical system.
• Experience working in a customer service environment.
• Communicate with Supervisors and peers by telephone, in written form or in person.
• Interpret and evaluate diagnostic tests to identify and assess client's condition.
• Access to internet.