Case Coordinator (Spanish Speaker)

MSH Americas - Diot-Siaci Group; Toronto; Hybrid; CAD 55,000 - 60,000; Full time

Job summary

A leading company in the insurance industry seeks a client-focused professional in Toronto, Ontario. This role requires fluency in English and Spanish and involves managing inbound calls, assisting clients with their requests, and providing excellent customer service. The ideal candidate will thrive in a fast-paced environment, demonstrate strong communication skills, and be committed to enhancing client experience.

Benefits

Hybrid work environment

Employee assistance program

Wellness account

RRSP matching

Generous amount of sick and flex days

Opportunities to learn new skills

Supportive leadership

Qualifications

• Fluency in both English and Spanish is required.
• Experience in the insurance or healthcare industry preferred.
• Ability to work in a fast-paced environment.

Responsibilities

• Serve as the first point of contact for clients, managing inbound calls.
• Respond professionally to email inquiries from insured members and providers.
• Investigate complex inquiries and provide timely responses.

Skills

Communication

Customer Service

Attention to Detail

Organizational Skills

Interpersonal Skills

Education

High School Diploma

Job description

Please note: This position requires fluency in both English and Spanish. Candidates who do not meet this bilingual requirement will not be considered.

About the Role

We’re looking for a client-focused professional who thrives in a fast-paced environment and is passionate about delivering exceptional service. In this high-volume, client-facing role, you will be responsible for managing inbound calls, responding to inquiries, and guiding clients through their requests with clarity and care. You’ll coordinate, investigate, and follow up on each interaction to ensure timely resolution and case closure.

Success in this role relies on proactive communication, attention to detail, and a strong commitment to enhancing the client experience. Every interaction should reflect professionalism, accuracy, and empathy.

In This Role, You Will:

• Serve as the first point of contact for clients, managing a high volume of inbound calls and delivering timely, knowledgeable assistance to insured members and providers.
• Respond professionally to email inquiries from insured members, providers, and internal teams, ensuring clear and accurate communication.
• Investigate complex or sensitive inquiries via phone or email and provide well-informed, timely responses.
• Collaborate with Case Coordination Specialists and Case Management Supervisors to effectively resolve sensitive or escalated issues.
• Track rejected payments and lost cheques, following up with internal departments to ensure timely processing.
• Manage and follow up on requests such as payment reissuance and case closures to ensure all issues are resolved efficiently.
• Stay up to date with procedural changes through ongoing training to maintain response accuracy and service consistency.
• Utilize internal tools such as the Follow-up of Payments, Case Management Tool, Request for Negative Claims Tool, and MSH COMMUNITY Tool for effective case tracking and resolution.
• Support Case Managers and Case Management Specialists as needed in processing and resolving claims.
• Act as à backup to the Senior Administrative Officer by assisting with administrative tasks, including claim uploads, mail sorting, data entry, and other duties as assigned.

What You Bring:

• High School Diploma or equivalent experience.
• Experience in the insurance or healthcare industry is an asset.
• Strong oral and written communication skills in English and Spanish
• Intermediate proficiency in computer applications.
• Keen attention to detail and the ability to retain specific information across various insurance plans.
• Strong organizational and multi-tasking skills with the ability to prioritize effectively.
• Excellent interpersonal skills with a focus on customer service, including active listening, diplomacy, and professionalism.
• Team-oriented mindset with the ability to collaborate effectively.
• Ability to remain calm under pressure and manage challenging client interactions with professionalism.

Preferred Qualifications:

• Knowledge of medical or dental terminology is an asset.
• Familiarity with benefits administration is a plus.

What’s in it for you:

• Hybrid work environment
• Employee assistance program
• Wellness account
• RRSP matching
• Generous amount of sick and flex days
• Opportunities to learn new skills, grow, and move into different roles
• A work environment that embraces diversity and promotes inclusivity.
• Supportive leadership prioritizes your success and cares about your well-being.
• A growth trajectory designed to expand vertically and horizontally, providing opportunities to pursue your passions and acquire new skills.

If you don’t meet every qualification listed, we encourage you to apply. At MSH Americas, we value diverse backgrounds, perspectives, and experiences. We are proud to be an equal opportunity employer committed to fostering an inclusive and supportive environment. If you require reasonable accommodations at any stage of the application process, our Human Resources team is here to support you.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative, Consulting, and Customer Service

• Industries

  Investment Banking and Banking

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