Provide a variety of administrative support duties that contribute to the organizational excellence of Health Services which includes efficient and effective customer service by responding to inquiries, providing assistance and completing referrals to contracted health care programs, provider registration, organizing the collection of data and various databases, and preparing standard reports to predict and identify trends.

Major Duties and Responsibilities:

1. Process health professional referrals to external contracted partners by:

• Managing multiple incoming work lists pertaining to multiple streams of program referrals.
• Review and prioritize service delivery team referral forms by date and type as well as assign cases to team members based on staff availability;
• Confirming referral details and contacting relevant internal/external business partners/systems for clarification, confirmation of referrals or for responding to inquiries;
• Transferring/saving case file documents for providers to access. Access file contents and save to appropriate location for access;
• Using referral information, select the most appropriate variables, create referral and complete correspondence;
• Creating and maintaining process and tracking reference tools;
• Transferring/saving Clinical Expert POC Contact Forms to appropriate claim file location and assigning relevant activity to case owner or health care payment, as needed.

2. Provide efficient and effective customer service by:

• Answering general health care inquiries and billing practices from WSIB staff and health care providers; maintaining a log of enquiries and resolutions;
• Completing health care provider registrations for non-contracted programs such as Programs of Care and the Community Mental Health Program;
• Completing registration of return to work service providers and other provider registrations as required;
• Manage ACES queue of internal activities related to registration;
• Monitoring and responding to inquiries from ProgramofCare@wsib.on.ca, and ProviderRegistration@wsib.on.ca email addresses;
• Being knowledgeable of all health care initiatives/projects in the Health Services Division in order to address basic enquiries; gathering and providing accurate information to health care professionals and service providers regarding WSIB health care programs, appropriate billing practices, provider billing number, etc;
• Updating program-related materials stored on WSIB website, Connex, CLICK and SharePoint as requested; formatting and maintaining e-mail lists of health care professionals and service providers and e-mailing program materials and information as required.

3. Refer claims for payment of telephone consultations resulting from external physicians by:

• Verifying telephone contact details on external provider responses;
• Referring correct physician contact details to Health Care Payment Representative for payment;
• Logging completed request on appropriate database.
• Profile regulated health professionals/service providers (e.g., medical suppliers, transportation, etc.) that submit an approved paper invoice for payment.

4. Perform administrative/clerical support duties for the Health Services by:

• Supporting internal health professionals who receive provider calls related to Program of Care by ensuring contact forms are MODI’d to Image file. Complete worklist referral to Case Manager. Maintain tracking log of incoming calls and assigning/referring to appropriate party;
• Monitoring the Clinical Expert Access hotline and distribute Program of Care related voicemails to internal Clinical Experts as appropriate.

5. Respond to written requests from Canada Pension Plan for worker benefit status and medical information by:

• Obtaining worker benefit status from Payment Specialist; obtaining and photocopying required medical documents/information or requesting printout of imaged documents;
• Sorting documents and preparing standard letter and memo to file regarding action taken and updating the claim jacket;
• Preparing/sending invoices to bill CPP/QPP for copies provided; recording invoice number and other appropriate information on spreadsheet for tracking purposes;
• Forwarding invoice copies to financial accountant and providing periodic reconciliation/accounts receivable queries as requested.

6. Performs functions associated with data management, manipulation and retrieval by running data inquiries, developing databases and customized reporting.

7. Perform other related duties as required or assigned.

Job Requirements:

Education

• High school completion plus additional specialized courses or certificate program of up to one year related to Office Administration or Customer Service.

Experience

• One year and six months prior administration experience providing customer service to health care professionals and providers.

Our commitment to equity, diversity and inclusion

We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.

We value and celebrate diversity and are committed to creating inclusive experiences for both our employees and prospective employees. We invite all interested individuals to apply. If you require accommodations in order to apply to this position please contact talentacquisitioncentre@wsib.on.ca. If you are invited to participate in the interview or assessment process, you can advise our Recruiter of your accommodation needs at that time.

Please visit our EDI Vision to learn more about what actions WSIB are taking to advance our commitment to equity, diversity and inclusion and to support all employees participating and contributing to their full potential

Disclosing conflicts of interest

As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at talentacquisitioncentre@wsib.on.ca.

Privacy information

We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB’s Privacy Office at privacy_office@wsib.on.ca. The Privacy Office cannot provide information about the status of your application.

As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.

To apply for this position, please submit your application by the closing date.