Manager, Call Centre - Oakville, Canada - Reelcruit
Description
99% REMOTE, ONLY ONCE A WEEK ONSITE REQUIREMENT.
Our top client, a publicly traded company, provides flexible, accessible full benefit administration enabling plan sponsors to better control costs and improve health outcomes for employees and their families by using leading edge communications and processing technology.
The client is currently looking for a Manager for their Customer Support Specialist and Claims Adjudicator groups. The position has 2 Team Leaders and a staff of approximately 10 reporting to it. The Manager provides overall leadership and supervision, addressing inquiries from the agents about ideal practices or challenging calls or claims
Overview:
In this full-time role, the Manager, Call Centre & Claims ensures their Customer Service Specialist (Call Centre Reps) and Claims Adjudicators are equipped, trained and ready to provide excellence in service.
Daily accountabilities include:
- Overseeing the performance of all employees who work in the Call Centre, Claims Dept. and Mailroom and sometimes Claimsxchange. Verifying that all corporate policies are followed, meeting the SLAs.
- Providing professional support to their health care providers, members and clients
- Ensuring Customer Service Specialists and Claims Adjudicators, at all levels, are trained and growing in their professional development. Ensuring training materials are developed and updated as needed. materials
- Addressing escalations; resolving inquiries directly from clients or providers or handling escalations from staff; processing claims above the adjudicators' limits
- Auditing the function
- Keeping attendance and hours for payroll
- Overseeing the mailroom and document management operations (sorting, processing, scanning, uploadint to internal systems, etc.) Ensurin cheques, and EOB's are printed and mailed out in a timely manner
- Managing staff recruitment, performance management, scheduling; team meetings, coaching, setting expectations
- Preparing performance reports that outline metrics and assist management with capacity building, distribution of work, training, etc.
- Investigate inquiries from staff, Management, and internal and external Administrators.
- Reviewing the processing of health, dental, and legal claims to ensure the procedures are handled efficiently, accurately, and in a manner that protects the interests of the members while also providing satisfactory customer service.
- Make the necessary adjustment, release payments, resolve system issues, and create mantis tickets. Oversee the Audit report.
- Processing of staff benefit claims, inquiries and calls
Qualifications & Skills
- College diploma or university degree
- GBA or CEBS certification would be an asset
- Knowledge of Group Benefits and Plan Administration (45 years)
- 23 years in a supervisory or management role within benefits administration industry
- System savvy: Experienced in Microsoft Excel and Word; strong facility with systems
- Effective people leadership skills; strong emotional intelligence and the ability to create a strong working team
- Excellent customer service skills; professional demeanor and able to maintain self
- Resourceful leader, effective problemsolver; focus on practical and effective solutions
- Must be detail oriented, analytical
- Other required skills include strong organizational and decisionmaking abilities, able to multitask
- A selfleader with demonstrated initiative and eager to learn and grow in the role.
Salary:
$70,000.00-$80,000.00 per hour
Expected hours: 40 per week
Benefits:
- Casual dress
- Dental care
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- RRSP match
- Vision care
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus pay
Application question(s):
- Do you have experience with GROUP INSURANCE (health, dental, major complex dental, major medical) as this is a tech company that provides the admin tools but also assist with the programming and use of the tools as well?
- We are looking for someone who has a strategic vision, who can have honest but difficult conversations. There will be situational questions based on this. Do you understand?
- Can you confirm to the remote work with 1 day a week in Oakville for handson with one Client?
- The salary is between 7080k and is non negotiable, Does that work for you?
- Do you provide consent for us to represent your profile to the client?
Education:
- Secondary School (preferred)
Experience:
- Call center: 4 years (required)
- Customer service: 3 years (required)
Work Location:
Hybrid remote in Oakville, ON L5V 2S2
More jobs from Reelcruit
-
Site Superintendent
London, Canada - 1 week ago
-
Network Specialist
Dorval, Canada - 2 weeks ago
-
Senior Concrete Estimator
Markham, ON, Canada - 5 days ago
-
IT Network Administrator
Woodstock, Canada - 2 days ago
-
Estimator/project Coordinator
Hamilton, Canada - 1 week ago
-
Audit and Assurance Manager
Montréal, Canada - 3 weeks ago