Caseworker managing patient and provider support for Cencora’s Innomar Strategies. Implementing case - management protocols and providing telephone support for funding and access issues.
About the role
- Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
Responsibilities
- Processing new business and/or revisions documents within established service standards (accuracy & timeliness)
- Responding to inquiries from internal business partners
- Creating and modifying client documents like contracts and member booklets
- Interpreting plan design details and seeking clarification for the right outcome
- Partnering with Service Representatives, Implementation Specialists, Customers and Advisors to clarify plan design
- Managing work priorities in a multifunctional environment
- Investigating and resolving escalated issues or complaints
- Assessing and negotiating target dates to meet customer expectations
- Participating in projects as requested
Requirements
- Bilingualism (French, English) for interactions with colleagues across Canada and worldwide
- In-depth knowledge of Group benefits and Group Division Structure
- In-depth understanding of Group Client Services procedures and available services
- In-depth knowledge of Plan administration systems and their interdependencies
- Analytical skills, organized and a self-starter
- Proven skills in customer service delivery
- Negotiation skills to work towards acceptable outcomes
- Attention to detail
- Ability to multi-task to achieve delivery dates
- Effective issue resolution skills
- Teamwork and independent working capabilities
- Superior verbal and written communication skills
Benefits
- Flexible Benefits from the day you join to meet the needs of you and your family
- Commitment to creating an inclusive and respectful environment
- Recognition as a 2026 Best Workplaces in Canada by Great Place to Work® Canada
- Top-level certification, the Canada Order of Excellence for Mental Health at Work®
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Degree requirement
No Education Requirement
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