Intake Specialist

Bayshore HealthCare; Markham; On-site; CAD 45,000 - 55,000; Full time

Job summary

Bayshore HealthCare in Markham, Ontario, is hiring for a Customer Service onboarding role. You will be the first point of contact for new customers, ensuring a smooth, informative initial experience and guiding them through service options and obligations.

You will collect essential information, liaise with healthcare professionals and insurers, and coordinate orders and billing. A bilingual English/French capability is preferred for designated regions.

Qualifications

• High School Diploma or equivalent.
• 2+ years of Customer Service experience, preferably in a health service environment.
• Strong PC and data entry skills; analytical and problem-solving abilities.
• Fluency in English and French where required for provinces/regions with bilingual service requirements.

Responsibilities

• Be the welcoming voice, contacting new customers and families to set expectations and educate about service options.
• Gather and verify essential information to determine required services and orders, including billing and insurance details.
• Contact third parties (e.g., insurers) to gather policy benefits and requirements for claims processing.
• Maintain organized records of referrals, customer information, and communications in the system.
• Respond to incoming inquiries via calls, emails, and faxes, providing basic information and directing to appropriate team members.

Skills

Customer service

Data entry

English & French communication

Education

High School Diploma

Job description

JOB SUMMARY

In this role, you’ll be the first point of contact for the onboarding of new customers, setting the stage for a positive experience from the very beginning. You’ll play a vital role in ensuring that every customer gets the support and services that they need.

DUTIES AND RESPONSIBILITIES

• Be a Welcoming Voice: You're a people person who genuinely enjoys helping others. You’ll welcome new customers by calling them and/or their families, ensuring that they feel comfortable, supported and are well informed as to what to expect. You’ll let them know of any additional service offerings that they could benefit from, as well as informing them of any obligations that they might have to the business and/or program. Think of yourself as the official welcoming committee representing the collective team.
• Gather the Details: You’ll carefully collect essential information from our customers, healthcare professionals and/or clients and/or internal/external partners to determine the service(s) that are required, to fulfill the medication, supply and/or equipment order(s) and/or to determine coverage and/or service(s). You will collect the right information, including but not limited to billing and credit card information, insurance and/or reimbursement information. You will also communicate with clients and/or physicians to obtain clarification on medical documentation or to request any missing documentation that would be required. You’ll be a master of asking the right questions to get the information that we need.
• Contact Third Parties: Contact insurance companies and/or other applicable third parties as required to gather policy benefits/limitations (Ie. deductible amount, co-payment, effective date(s), pre-authorization requirements, limitations and any documentation required for fulfillment of their request and/or to process applicable claims.
• Maintain and Keep Things Organized: You’ll accurately record and enter all referral, customer, healthcare, insurance and/or order information and any communication as required in our system, ensuring all details are properly documented. You’ll maintain and update information and accounts. You’ll be a champion of organization, keeping all records neat and tidy.
• Provide Support: You’ll receive and respond to incoming calls, emails and faxes and/or other communication channels from referral sources, potential customers and/or patients and will provide basic information, answer general inquiries, demonstrating your knowledge and helpfulness, as well as directing them to other team members as required.
• Order Processing: You will process the initial order of the Customer, including setting up any subscription/recurring orders and/or financial aid/payment plans as applicable to the program and/or business. You will process payments for self pay customers and/or coordinate billing with other departments as required and submit orders prior to our daily cutoffs.
• Be a Team Player: In this role, you will collaborate with many team members, shared departments and/or internal/external third parties to ensure a seamless customer and client experience. You will have a strong knowledge of the overall operations. You will review all incoming referrals and based on the required service request, you will coordinate the fulfillment of any medication, equipment and supply orders as well as arrange any service(s) with the respective teams. We have a strong team-oriented environment, not just within our business but also across the division and company and we support each other every step of the way.

QUALIFICATIONS

• High School Diploma or equivalent
• Required 2+ years of Customer Service, preferably in a health service environment
• Must possess strong PC and data entry skills, analytical and problem‑solving skills
• Must be fluent in verbal and written communication and interpersonal skills for both English and French (Applicable for provinces/regions with French language service requirements)

At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individual's purpose, potential and wellbeing.

At Bayshore Healthcare Ltd., and its subsidiaries, we are committed to fostering an inclusive workplace and operate in full compliance with all Provincial and Territorial legislation pertaining to Human Rights Codes and Accessibility requirements. To ensure continued compliance throughout the recruitment and selection process, we encourage candidates to disclose any accommodation needs they may have.