Case Coordinator Ii - Global Care

Are you a person who enjoys helping people? Are you interested in working in a multilingual, dynamic and friendly environment that encourages personal and professional development? We would love to meet you!

As a Case Coordinator II in the Case Management team, you’ll be responsible for the case management of medical and/or non-medical claims. You will provide active case management in direct contact with the client while the emergency is occurring. You will provide policy benefits and exclusions as well as approve medical consultations and testing, and ensure prompt follow-up in close collaboration with the Medical team (Case Managers and Medical Advisor). Your role is to be an advocate for both the company and the client.

What does your typical day look like?

• Take inbound calls from clients;
• Proceed with case management according to the risk assessment classification;
• Provide information on several insurance products and the terms, conditions, exclusions, benefits and policy limitation for each product;
• Prioritize cases and determine urgency and necessity of case management;
• Coordinate service requests for corporate clients;
• Work closely with the Medical team, Managed Care, Client Care Specialists, Case Coordinators, and other Global Excel departments when applicable;
• Integrate directional care in case management by referring the insured to the most appropriate provider;
• Arrange various service requests, such as repatriation, transportation, etc.;
• Set an initial reserve, an updated reserve, and a final reserve accurately on inpatient and outpatient claims;
• Review medical information to determine if further treatments are needed, review medical updates, and validate with the policy wording.

• College diploma or equivalent combined with experience in customer service, telecommunication, assistance and claims, or medical field is an asset (ex. Nursing);
• Clear and effective communication in both English and French (written and verbal); other languages such as Spanish are an asset;
• Capacity to work with people in a fast-paced, team-based environment;
• Strong communication skills and professionalism;
• Capable and confident in negotiations and problem-solving skills;
• Working knowledge of Microsoft Office applications and Internet;
• Must be able to come in person to the Sherbrooke office.

• Competitive vacation package;
• An extensive benefit package that includes health (100%), dental, life and travel insurance, as well as a retirement savings plan;
• A flexible and supportive work environment offering several benefits such as on-call doctors, on-site Bistro, and much more;
• A company wellness program that includes an on-site gym, opportunities to participate in fitness classes, discounts at local businesses as well as “lunch-and-learns” on various topics linked to health and wellness
• Many opportunities for advancement, development and financial assistance to employees who wish to continue their education.