Bilingual Retention Agent providing customer service and retention for Manulife. Responsible for inbound/outbound calls and sales applications in English and French.
About the role
- Bilingual Senior Caseworker supporting patients' reimbursement coverage options and managing complex casework. Working with healthcare professionals and coordinating patient care services.
Responsibilities
- Working closely with assigned patients to identify various reimbursement coverage options and investigate financial options for those without insurance.
- Assist with the coaching and mentoring of existing team members.
- Manage a patient caseload larger than their caseworker counterparts.
- Be a reimbursement expert in assigned caseload territory.
- Provide other caseworker(s) assistance with complex reimbursement, insurance, benefit investigation, special authorization, and appeal requests.
- Participate in special projects as assigned by the Program Manager.
- Provide daily support to Associate Program Manager(s).
- Assist management with various reports and program related tasks.
- Work with management to develop program protocol and SOP for Caseworker role.
- Lead training of new caseworkers, including but not limited to shadowing & call monitoring.
- Interact with insurance companies, physician's offices, and healthcare professionals to provide optimal reimbursement support.
- Assist the patient with Clinic and Pharmacy selections, and schedule patient appointments.
- Generate drug orders ensuring that required information is faxed to the pharmacy and related parties.
- Adhere to the general company processes.
Requirements
- A minimum of two (2) years experience in customer service
- Experience in medical, pharmaceutical and/or insurance industry is an asset
- Bilingual in French and English: written and verbal is an asset
- Highly organized with strong attention to detail
- Strong proficiency in Microsoft applications (Outlook, Word, Excel & PowerPoint)
- Flexibility in working shifts (hours of operation are 8 am - 8pm)
- Ability to apply critical thinking skills to solution problems
- Experience working in a call center environment an asset
- Strong communication and interpersonal skills: written and verbal including effective phone etiquette to diverse audiences i.e. internal, healthcare professionals and patients
- Proven ability to manage time, set priorities and multi-task to meet various competing work deadlines
- Minimum University Degree in a related field or equivalent.
Benefits
- Medical, dental, and vision care
- Backup dependent care
- Adoption assistance
- Infertility coverage
- Family building support
- Behavioral health solutions
- Paid parental leave
- Paid caregiver leave
- Professional development resources
- Opportunities for mentorship programs
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