Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
About the role
- Nursing Supervisor coordinating patient support programs for a Canadian health solutions company. Ensuring quality service and performance objectives in a remote work setting.
Responsibilities
- Implement contact center strategies and tactics to help nurse case managers and case managers achieve their objectives.
- Manage Patient Caseload
- Create, utilize, and continuously evaluate processes and systems that best meet our customer’s requirements for service, patient safety, contractual obligations, and operational standards.
- Supports manager with the development and execution of policies and practices; always responds according to policy direction and seeks assistance with unusual situations and/or staff non-adherence.
- Provide leadership and coaching to team members to ensure Quality and established KPI’s are achieved.
- Monitors calls for quality and technical accuracy, provide timely feedback on soft skills as well as technical content.
- Monitor results vs. goals on a monthly basis and take action, as required, to ensure business goals and objectives are being consistently achieved.
- Analyze contact center data and generate insightful business reports/metrics and affect continual operational improvement.
- Assist with recruitment, onboarding, call quality training/development, and performance management.
- Recommends corrective actions or follow-up, as required, and engages other resources, as needed.
- Participate/lead in respective client meetings and day-to-day client communications, as required.
- Collaborate with all internal departments that deliver program-related services to ensure optimal execution and performance.
- Assist with quality assurance and quality improvement initiatives, overseeing the completion of all required CAPA activities.
- Participate in Program design and development activities (i.e., development of primary and secondary documentation flows and charts).
- Participate in project technical set up (i.e., telephony, data collection tools, and processes, reports, and project reporting requirements).
- Additional duties as assigned by the manager.
- Assist with other duties as assigned by the manager
Requirements
- University Degree in Nursing is preferred
- Valid nursing license in good standing with the College of Nurses of their respective province
- Bilingualism (English and French) is an asset
- Minimum of 1-3 years supervisory or management experience; preference will be given to candidates with prior reimbursement experience and/or Team Leader experience in a contact center and/or the pharmaceutical industry
- Program specific experience required
- Experience in a fast-paced work environment with fluctuating demand for services is essential
- Experience in executing business strategies including establishing clear KPIs and processes for reporting
- Proven experience leading a team through organizational change
- Functional knowledge in contact center transformation, design, and process implementation
- Demonstrated success in leading and developing a team, as well as working with indirect reports and cross-functional partners
- Demonstrated technical competence and a strong ability to understand and troubleshoot basic technical issues; familiarity with contact center technologies such as using, designing, and reporting on IVR’s
- Intermediate to advanced knowledge of the MS Suite of applications
- Ability to communicate effectively (both oral and written) with internal and external customers and stakeholders; makes good decisions based on a combination of analysis, wisdom, experience, and judgment
- Excellent interpersonal skills and ability to build and maintain good relationships with colleagues at all levels of the organization and promote harmony amongst team members
- Effective analytical and problem-solving skills
- General knowledge of reimbursement, patient assistance programs, database elements, functionality, and operational policies and processes
Benefits
- Competitive Salary and generous vacation entitlement
- Wellness Program (5 paid days off for your well-being!)
- Paid Sick Days
- Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
- RRSP Matching Program
- Employee & Family Assistance Program
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