Bilingual Nurse Case Manager supporting patients, providers, and medication access for Cencora’s Canadian pharmaceutical programs. Coordinating case management, therapy funding, adherence, and adverse event reporting.
About the role
- Bilingual Policy Specialist managing in-force insurance inquiries and policy transactions for Manulife, a Canada-based financial services provider. Handling billing, disbursements, policy changes, and customer resolutions.
Responsibilities
- Handle sensitive issues to ensure customer satisfaction
- Provide detailed oral and written communication to business areas regarding inquiry resolutions
- Identify customers’ needs, clarify information, research every issue, and provide solutions or alternatives
- Manage and respond to in-force insurance inquiries
- Conduct detailed policy research and historical account reviews
- Facilitate billing and payment-related transactions, including banking updates, premium mode changes, PAD changes, deposit applications, and other payment requests
- Process disbursement transactions, including policy surrenders, withdrawals, loans, fund transfers, and other policy payouts
- Manage policy change transactions, including name changes, face amount decreases, coverage deletions, cost of insurance changes, and other policy maintenance requests
- Meet personal and team qualitative and efficiency targets
Requirements
- Excellent verbal and written communication skills
- Previous experience in the customer service industry
- Fully bilingual in French and English
- CEGEP/post-secondary education or equivalent work experience required
- Keen attention to detail and analytical abilities
- Proficient computer and keyboarding skills
- High aptitude to learn and apply information quickly
- Strong interpersonal skills
- Capability to work efficiently in a quick-paced, ever-changing environment in a professional manner
- Customer-centric approach
Benefits
- Work from home possibilities based on performance
- Flexible and supportive work environment
- Learning and career growth support
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans
- Pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays
- Vacation days
- Personal days
- Sick days
- Statutory leaves of absence
- Incentive programs and incentive compensation tied to business and individual performance
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