Manage a block of litigated disability claims at Sun Life with a focus on proactive customer service and financial outcomes. Collaborate closely with legal and claims operations teams.
About the role
- Bilingual Clinical Manager overseeing a team of clinicians in Canada for a mental health organization. Responsible for operational management, staff coaching, and client engagement strategies.
Responsibilities
- Oversees a unit of master’s level clinicians and provides direction and coaching, when needed
- Manage the operations of the office, including maintaining effective and efficient operations systems and services
- Manage complicated inquiries, educate providers/clients and reconcile inconsistencies and procedural difficulties
- Oversee key operation metrics such as: call monitoring, queue management, productivity, quality of delivery and documentation
- Monitor daily activities within the department, including but not limited to provider requests, service requests, staff scheduling
- Partner with the leadership team to appropriately position ComPsych's value proposition with beneficial solutions to meet your customers' needs
- Represent Operations in Partnership meetings, as needed
- Deliver continuous training for staff regarding implementation of new services, programs and accounts
- Travel is necessary to meet new and existing customers (approximate travel required is 10%)
- Perform other duties as assigned
Requirements
- French bilingual language fluency is 100% required
- Communicates effectively in various settings, actively listening and adapting messages to meet the needs of varied audiences.
- Delivers timely and relevant information ensuring clarity and understanding in all communications.
- Drives Engagement – Creates a climate where direct reports are motivated to do their best to help the organizations meet its goals and objectives.
- Builds Effective Teams – Builds teams that are collaborative, inclusive and purpose driven, encouraging collaboration and alignment to achieve departmental goals.
- Resourcefulness-Securing and deploying resources effectively and efficiently
- Ensures Accountability – Models ownership and accountability through consistent follow-through, setting the standard for individual and team performance.
- Establishes clear expectations, tracks progress and ensures results by proactively managing performance.
- Interpersonal Savvy - Relating openly and comfortably with diverse groups of people
- Develops Talents - Developing people to meet both their career goals and the organization’s goals
- Directs Work - Providing direction, delegating, and removing obstacles to get work done
- Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
- Decision Quality -Making good and timely decisions that keep the organization moving forward
- MA, MSW or RN in Counseling, Social Work, or Nursing required
- Current licensure required
- 5+ years of supervisory experience including goal setting, training, performance evaluations and recruiting, preferred
- Superior critical thinking skills in order to resolve client/employee issues effectively
- Strong verbal and written communication skills
- Excellent customer service orientation
- Previous call center experience a plus
- Self-starter with ability to multi-task and work autonomously
- Excellent organizational and project management skills
- Consistent and reliable high-speed internet and workspace free from distraction, disruption, or noise is required
- Ability to be present on camera during work-related trainings, meetings, and/or events
- Must be able to sit or stand at a desk for prolonged periods while working on a computer.
Benefits
- Full benefits package, including Paid Time Off (PTO)
- medical, dental, vision
- 401(k) with match
- robust EAP
- wellness program
- much more.
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