Job Overview

You are a professional with the ability to multitask and meet tight deadlines. You thrive in a fast-paced, team environment and will provide excellent customer service via email, fax, and phone. You will have the desire to develop and in-depth understanding of the assistance workflow and will work well with the other departments to resolve issues and troubleshoot.

The Intake Specialist will be the first point of contact for members requiring both medical and non-medical assistance. You will be the first point of contact before having the case assigned to a Case Coordinator. The Intake Specialist's duties include, but are not limited to, helping members find health care providers, book appointments, and make travel arrangements. You will also be responsible for communicating the available benefits to members, clients, and service providers.

Responsibilities

· Answer all initial calls, emails, faxes, and correspondence

· Provide assistance services to travelling members such as taxi, ambulance, hotel, and medical bookings etc.

· Communicate with service providers around the world (request documentation, reports, invoices, etc.)

· Update clients on progress of assistance provided to their members.

· Assist members with their return home, when necessary.

· Coordinate with various service providers.

· Communicate relevant information to all key stakeholders in a timely manner (clients, medical facilities, patients, families, etc.) and triage cases as per departmental policy to achieve best solutions.

· Use the case management database to accurately input all case details, actions taken, and next steps.

· Act as the link between policyholders and family members and medical and service providers, and the insurance company.

· Review and interpret benefits plans.

· Confirm insurance coverage details to service providers and members.

Qualifications and Education Requirements

· High school diploma or equivalent

· Minimum 2 years of customer service experience

· At least 1 year of case management experience

· Bilingual in French is required

· Excellent verbal and written communication skills in English

· Previous experience with MS Office products such as Word and Excel

· Superior time management skills

· Resourcefulness

· Ability to work independently and within a team

· Analytical and decision-making skills

· Ability to work in a fast-paced and dynamic environment

· Insurance and policy knowledge/interpretation

· Understanding of medical terminology

Preferred Skills

· Other languages: Spanish or Portuguese, Mandarin

· Understanding of medical terminology or medical terminology course would be an asset

· Travel, snowbird, and TPA experience

Additional Notes

· Our work week is Monday to Friday, 8 hours per day. The hours are flexible with start times between 8am and 10am. Occasional flexibility in hours is required to meet the needs of the business.

· A laptop will be provided

Job Types: Full-time, Permanent

Additional pay:

• Bonus pay
• Overtime pay

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care
• Wellness program
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Location:

• Calgary, AB T2P 2X6 (preferred)

Work Location: Hybrid remote in Calgary, AB T2P 2X6

Expected start date: 2025-07-07