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 Services Specialist coordinating administrative and reimbursement activities for healthcare in Canada. Acting as a point of contact for patients and providers within a remote setup.
Responsibilities
- Serve as a bilingual point of contact for patients, insurers, and physician offices regarding reimbursement and patient support documentation
- Collect, review, and submit completed reimbursement forms to private and/or provincial drug plans
- Follow up with insurers and agencies to obtain coverage decisions and provide timely status updates
- Enter and maintain accurate case notes, documentation, and outcomes in patient databases
- Escalate complex cases or issues outside program scope in accordance with established processes
- Provide reimbursement status updates and program information to healthcare professionals
- Support patient follow‑ups on behalf of physician offices to promote continuity of therapy
- Answer inbound calls, make outbound calls, and manage email and fax correspondence
- Accurately document and report Adverse Events in accordance with program and regulatory requirements
- Meet defined service levels, quality standards, and key performance indicators
- Participate in continuous improvement activities related to processes, quality, and training
Requirements
- High school diploma or equivalent, or an equivalent combination of education and experience
- 3+ years of related experience in an administrative, healthcare support, patient services, call centre, or customer service role
- Fluency in English and French (verbal and written)
- Experience interacting directly with customers, patients, or clients
- Strong data entry, documentation, and administrative skills
- Ability to follow defined procedures, manage multiple priorities, and meet deadlines
Benefits
- Competitive compensation package
- Annual bonus or long-term incentive opportunities
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