Claims Intake Representative – Incident Documentation

HR Service Jobs; Sechelt; Hybrid; CAD 40,000 - 65,000; Full time

Benefits offered by this job

Health benefits

Flexible working arrangements

Training and onboarding

Paid leave and holidays

Opportunities for advancement

Job summary

HR Service Jobs is seeking a detail-oriented Claims Intake Representative – Incident Documentation to assist in the initial stages of claims processing. You will collect incident details, verify information, and maintain accurate records for routing to the proper departments.

The role emphasizes customer service, confidentiality, and precise data entry across office-based, hybrid, or remote work arrangements. Prior experience in claims intake or administration is helpful.

Qualifications

• Strong written and verbal communication with attention to detail.
• Ability to record information accurately and maintain records.
• Basic computer skills and data-entry fluency.
• Knowledge of insurance terminology is a plus but not required.

Responsibilities

• Receive incoming claims and incident reports through various channels.
• Gather essential information and create new claim records in the system.
• Prepare clear incident summaries and verify data accuracy.
• Identify missing information and request clarification when needed.
• Organize documents and maintain digital filing systems.
• Forward intake records to the appropriate teams and track status.

Skills

Excellent communication

Attention to detail

Organizational skills

Basic computer proficiency

Professional customer service

Active listening

Questioning skills

Teamwork

Reliability

Education

High school diploma or equivalent

Tools

Claims management software

Databases

Microsoft Office

Job description

Job Summary

HR Service Jobs is seeking a detail-oriented, organized, and customer-focused Claims Intake Representative – Incident Documentation to support the initial stages of the claims management process. This role is responsible for receiving incoming claims, gathering essential incident information, documenting reported events accurately, and ensuring that all required details are recorded for further review and processing.

The successful candidate will serve as an important point of contact for customers, claimants, policyholders, and other relevant parties who need assistance reporting an incident. The position requires strong communication skills, careful attention to detail, professional customer service, and the ability to handle sensitive information responsibly.

As a Claims Intake Representative, you will collect incident descriptions, verify relevant information, organize supporting documents, update internal databases, and help ensure that claims are directed to the appropriate departments. You will also identify missing information, follow established intake procedures, and maintain clear and accurate records to support efficient claims handling.

This opportunity is suitable for candidates interested in insurance administration, claims processing, customer service, and documentation management. Depending on the employers operational requirements, the position may be available in an office-based, hybrid, or remote working arrangement.

Key Responsibilities

1. Claims Intake and Initial Reporting
   • Receive incoming claims and incident reports through telephone calls, email, online portals, or other approved communication channels.
   • Gather essential information from claimants, policyholders, customers, witnesses, and authorized representatives.
   • Record the date, time, location, and nature of each reported incident.
   • Collect relevant policy references, claimant contact details, incident descriptions, and other information required for initial claim registration.
   • Create new claim records in the appropriate claims management system.
   • Explain the claims intake process and communicate the next steps clearly to customers.
2. Incident Documentation and Record Management
   • Prepare clear, factual, and well-organized incident summaries based on the information provided.
   • Enter claim details accurately into internal databases, spreadsheets, and case management platforms.
   • Review submitted forms and supporting documents for completeness, consistency, and readability.
   • Identify missing information, incomplete fields, and discrepancies that may require clarification.
   • Organize and maintain digital files, correspondence, photographs, reports, and other relevant documentation.
   • Ensure that all records are updated promptly and stored according to company procedures.
3. Customer Communication and Support
   • Provide professional, courteous, and empathetic assistance to individuals reporting incidents.
   • Ask appropriate questions to obtain complete and accurate information without making assumptions about the reported event.
   • Respond to routine questions regarding documentation requirements, claim registration, and submission procedures.
   • Keep customers informed about outstanding information needed to complete the intake process.
   • Direct complex questions, complaints, or claim-related concerns to the appropriate specialist or supervisor.
   • Maintain a calm and professional approach when dealing with distressed or frustrated customers.
4. Information Verification and Quality Control
   • Check the accuracy of recorded names, contact information, dates, policy references, and incident details.
   • Verify that required intake fields and supporting documents are completed according to established procedures.
   • Flag duplicate records, inconsistent information, and potentially incomplete submissions for further review.
   • Follow internal quality standards to reduce documentation errors and improve data reliability.
   • Ensure that claim records accurately reflect the information supplied by the reporting party.
   • Escalate urgent incidents or unusual circumstances in accordance with company policies.
5. Claims Routing and Administrative Coordination
   • Forward completed claim intake records to the appropriate claims adjusters, examiners, investigators, or processing teams.
   • Coordinate with internal departments to obtain missing documents and clarify administrative questions.
   • Track the status of intake submissions and follow up on outstanding requirements.
   • Maintain organized records of customer interactions, document requests, and follow-up activities.
   • Support the smooth transfer of information between the intake team and subsequent claims processing teams.
   • Assist with administrative reporting, daily workload tracking, and other assigned operational tasks.
6. Confidentiality and Compliance
   • Handle personal, financial, insurance, and incident-related information with appropriate care.
   • Follow company policies regarding confidentiality, data security, record retention, and authorized access.
   • Use approved communication channels when requesting or sharing sensitive information.
   • Comply with applicable procedures, regulatory requirements, and internal documentation standards.
   • Report suspected data errors, privacy concerns, or procedural violations through the appropriate channels.

Required Skills and Qualifications

High school diploma or equivalent qualification; additional education in business administration, insurance, finance, or a related field is an advantage.

• Strong written and verbal communication skills.
• Excellent attention to detail and the ability to record information accurately.
• Good organizational skills and the ability to manage multiple incoming reports.
• Basic computer proficiency, including email, word processing, spreadsheets, and online data-entry systems.
• Ability to communicate professionally with customers and internal stakeholders.
• Strong listening and questioning skills to gather complete incident information.
• Ability to review forms, identify missing details, and follow established documentation procedures.
• Good time-management skills and the ability to meet reasonable productivity and accuracy targets.
• Professional judgment when handling confidential or sensitive information.
• Willingness to learn claims management software, internal systems, and insurance-related procedures.
• Ability to work independently while contributing effectively to a team.

Experience

• Previous experience in claims intake, insurance administration, customer service, data entry, document management, call center operations, or general administrative support is beneficial.
• Candidates with experience collecting customer information, maintaining electronic records, reviewing forms, processing requests, or handling confidential documents may be particularly well suited to this position.
• Applicants with insurance industry experience may have an advantage, especially if they are familiar with claims registration, policy information, incident reporting, or claims management systems.
• Entry-level candidates may also be considered, depending on the employers hiring requirements. Training may be provided to help successful applicants understand the claims intake process, documentation standards, software tools, and customer communication procedures.
• Candidates should demonstrate reliability, a willingness to learn, professional communication, and a commitment to maintaining accurate records.

Working Hours

Working hours will depend on the employers operational needs, customer coverage requirements, and the assigned team.

• Employment type: Full-time or part-time, depending on the available vacancy.
• Work arrangement: Office-based, hybrid, or remote, where offered and approved by the employer.
• Typical schedule: Standard business hours or designated shifts.
• Shift flexibility: Some positions may require evening, weekend, or rotating shift availability.
• Workload: Employees may handle a combination of incoming calls, digital submissions, documentation tasks, and follow-up requests.
• Attendance: Reliable attendance, punctuality, and adherence to scheduled working hours are expected.
• The confirmed schedule, employment classification, compensation, and remote-work eligibility should be communicated during the recruitment process.

Knowledge, Skills, and Abilities

Claims Documentation Knowledge

• Understanding of the importance of complete and accurate incident reporting.
• Ability to record factual information without altering the meaning of a claimants statements.
• Awareness of the importance of supporting documents and properly maintained claim records.
• Willingness to develop knowledge of insurance terminology and claims procedures.

Technical and Administrative Skills

• Competence in using computers, email applications, office software, and online forms.
• Ability to enter information accurately into databases and claims management systems.
• Familiarity with electronic document storage, file naming, and record organization.
• Ability to learn new software platforms and follow digital workflows.

Communication and Interpersonal Abilities

• Active listening and clear questioning.
• Professional telephone and written communication.
• Empathy and patience when interacting with individuals reporting difficult incidents.
• Ability to explain administrative requirements in simple, understandable language.
• Confidence in communicating with customers and collaborating with colleagues.

Analytical and Organizational Abilities

• Ability to identify missing details, inconsistencies, and incomplete documentation.
• Strong prioritization and follow-up skills.
• Ability to manage multiple tasks while maintaining accuracy.
• Attention to deadlines and established service standards.
• Ability to elevate issues that require specialized review or authorization.

Professional Conduct

• Integrity, accountability, and dependability.
• Respect for confidentiality and privacy.
• Commitment to accurate recordkeeping and procedural compliance.
• A positive attitude toward feedback, training, and continuous improvement.
• Ability to remain composed and professional during busy periods.

Benefits

• Competitive compensation based on the position, location, experience, and employment classification.
• Structured onboarding and training in claims intake procedures and documentation systems.
• Opportunities to develop insurance administration and customer service skills.
• Potential remote or hybrid working flexibility for eligible positions.
• Paid leave and holidays in accordance with applicable company policies and local requirements.
• Health or insurance benefits, where offered and applicable.
• Performance feedback and opportunities to develop professional capabilities.
• Access to internal learning resources and process improvement initiatives.
• Opportunities to apply for suitable internal vacancies as experience and qualifications grow.
• Specific benefits, salary ranges, incentives, and eligibility requirements will be confirmed by the employer during recruitment. Benefits are not guaranteed unless included in the formal employment offer.

Why Join HR Service Jobs?

• Joining HR Service Jobs in the Claims Intake Representative – Incident Documentation role offers an opportunity to build valuable administrative and customer service experience in a claims-related environment.
• Develop Practical Professional Skills: Gain experience in incident reporting, document verification, electronic recordkeeping, and claims administration.
• Make a Meaningful Contribution: Help ensure that incident information is collected accurately and passed to the appropriate teams for further assessment.
• Build Customer Service Expertise: Strengthen communication, active listening, problem-solving, and professional customer support skills.
• Learn Industry Processes: Develop an understanding of claims workflows, documentation standards, confidentiality requirements, and administrative controls.
• Explore Career Development: Depending on business needs, performance, and available vacancies, this experience may support future progression into roles such as Claims Processing Associate, Claims Support Specialist, Insurance Administrator, Documentation Coordinator, or Claims Adjuster Assistant.
• Work in a Structured Environment: Follow established procedures, collaborate with colleagues, and contribute to the consistent and efficient handling of incoming claims.
• For candidates who are organized, dependable, and interested in insurance or administrative operations, this position can provide a foundation for longer-term professional development.