Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
About the role
- Bilingual Patient Interaction Coordinator managing quality of patient interactions and supporting healthcare coordination. Collaborating with teams and ensuring continuous improvement in patient care practices.
Responsibilities
- Monitor and report on the quality of patient interactions across channels, tracking trends, performance gaps, and insights at individual and team levels, and leading calibration sessions with stakeholders.
- Support the development and continuous improvement of quality standards, documentation, tools, and processes by collaborating with operational teams and recommending enhancements.
- Determine the frequency of interaction monitoring based on team member performance and deliver quality coaching to enhance productivity standards.
- Assist in managing quality monitoring systems, call recordings database, and other supporting tools.
Requirements
- Post-secondary education in a related field or a combination of education and experience.
- 3-5 years of experience in a contact center or patient support environment.
- Experience with quality monitoring and feedback sharing.
- Demonstrable experience in leading change initiatives and collaborating with teams from different professional backgrounds.
- Knowledge of Patient Support Programs would be considered an asset.
- Exceptional ability to identify gaps and opportunities and facilitate process development.
- Proven ability to utilize critical thinking to resolve issues effectively and efficiently.
- Compassionate approach and passion for patient advocacy.
- Strong self-motivation, resourcefulness, and ability to remain calm in stressful situations.
- Ability to work effectively in a self-led environment, handling ambiguity and problem solving independently.
- Interest in acquiring proficiency with reporting tools (Power BI) and Microsoft Excel, with competence in developing reports, analyzing trends, and maintaining dashboards.
- Bilingualism, English and French is a requirement for this role.
Benefits
- Epic Work-Life Balance: Our shifts are limited to days and evenings and closed on holidays
- Growth Opportunities: We’re committed to your professional development. With access to training and continuous learning, you’ll stay at the forefront of the healthcare sector and enhance your analytical skills.
- Vibrant Culture: Our collaborative culture thrives on teamwork, where employee feedback drives us to be better every day. From local activities to national initiatives, we engage our employees in creating meaningful change in the healthcare field.
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