Call-Center Case Coordinator

Penfield Medical Cost Containment Inc.; Eastern Ontario; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading medical cost containment organization is seeking a Call-Center Case Coordinator to provide exceptional customer service and manage claims. The ideal candidate will be bilingual, organized, and able to handle time-sensitive tasks while supporting patients and medical staff. This full-time, permanent position offers a dynamic work environment with opportunities for professional growth.

Qualifications

• Fully bilingual in French and English is essential.
• Experience in a call-center setting handling incoming and outgoing phone calls.
• Customer service experience is essential.

Responsibilities

• Coordinate medical services and travel arrangements for patients.
• Authorize medical treatment and subsequent care based on policy benefits.
• Act as a resource for patients and clinics regarding policy benefits.

Skills

Customer service

Organizational skills

Bilingual (French and English)

Crisis management

Education

Post-secondary degree / diploma

Job description

Penfield prides itself on its reputation as a Best In Class boutique organization when it comes to medical cost containment, claims negotiations and medical assistance. The company is built on three key principles : quality, transparency, and unrivaled client satisfaction through customized solutions.

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Penfield is seeking applications for :

Call-Center Case Coordinator

Full Time, Permanent

Reporting to the Clinical Director, the Call-Center Case Coordinator will act as the first point of contact for customer service, opening claims, obtaining coverage verification, sending claim forms, authorization forms, and any other necessary documentation. Our ideal candidate has extensive customer service experience and call-center experience. You should also have excellent organizational skills, be detail oriented and be able to handle time-sensitive tasks. The successful candidate will be a great team player who is motivated, organized, can multitask and doesnt mind some repetitive duties. This is a bilingual position and you will be required to be on-call overnight at least once per week and on-call on a weekend at least once per month.

Responsibilities include :

• Coordinate medical services (including but not limited to appointments and inpatient stays), and travel arrangements for patients (including but not limited to air ambulance, commercial repatriations with medical escorts).
• Under the direction of medical staff authorize medical treatment and subsequent care based on policy benefits.
• Act as a resource for the patients, family members and clinics / hospitals for policy benefits and coverage information.
• Request medical information including progress reports, medical records and past medical history.
• Communicate non-approval of services based on policy wording.
• Record interactions and transactions in Penfields claim system

Requirements include :

• Fully bilingual in French and English is essential. Spanish is a strong asset.
• Post-secondary degree / diploma
• Experienced in call-center setting handling incoming and out-going phone calls
• Customer service experience is essential
• Some medical experience or medical terminology knowledge is an asset
• Crisis management experience is an asset

To apply for this position : Please forward your resume and cover letter to quoting Call-Center in the subject line. Selected candidates must currently be legally entitled to work in Canada. Successful applicants will be required to undergo a background check.

Telephone inquiries WILL NOT be accepted . We thank all applicants for their interest, however only those chosen to participate in the interview process will be contacted.

Penfield is committed to an inclusive, barrier-free work environment and encourages applications from all qualified individuals. Workplace accommodations are available should you be contacted regarding this competition. Please advise Human Resources of any accommodation requirements at that time.