Dynacare is hiring a Customer Care Representative to serve as the frontline and main point of contact for all insurance accounts and special projects. You will play a key role in resolving customer issues, enhancing the customer experience, and supporting our patients.
What You'll Do
- Serve as a main point of contact for all insurance accounts and deliver special projects customer service to all clients.
- Assist in locating and contacting applicant’s health care provider to obtain records for insurance purposes.
- Ensure orders contain all the required information for timely delivery of a completed report.
- Take ownership by troubleshooting and resolving potential issues and escalate as needed.
- Collect pertinent details when there could be a delay in completion.
- Contact clinics via phone and/or fax to obtain status of insurance reports.
- Capture and document all call and/or faxed updates accurately.
- Ensure payment details are correct prior to issuing payment.
- Follow SOPs to ensure compliance to the various insurance carriers and medical facilities.
- Maintain quality while attaining daily targets.
- Demonstrate exceptional service while handling outbound calls.
- Build rapport and gain knowledge from peer contact of various divisions.
- Participate in system testing to enhance the quality of service.
- Provide employee training to new hires on the team.
- Resolve customer issues and make recommendations on how Dynacare can enhance the customer experience.
What We're Looking For
- Strong written and verbal communication skills.
- Ability to clearly articulate issues, concerns and inquiries.
- Empathy and composure when dealing with difficult customers.
- Ability to multi-task and prioritize within a fast-paced environment.
- Ability to organize and complete projects accurately, on time and in a team environment.
- Strong experience conducting outbound calls.
- Innovative thinking with attention to detail.
- Proficiency in MS Office Suite.
Nice to Have
- Community College diploma.
- Previous experience in customer service.
Technical Stack
- MS Office Suite
Benefits & Compensation
- Access a health and wellness benefits program that supports you and your loved ones.
- Grow and thrive with a dynamic, successful company through internal mobility opportunities.
- Invest in your future through RRSP match benefits and an employee stock purchase program.
- Experience a collaborative, diverse workforce that prioritizes dignity and respect for all.
Work Mode
This is a fully remote position.
Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement, and fair treatment of all individuals.
