Address
Form of work Our priority is the health and wellness of employees and the people of Ontario. As such, this position may involve working from home for part of the duration of this position. The WSIB model mixes working from home, office and field.
About the Workplace Safety and Insurance Board (WSIB)
We're here to help. When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit wsib.ca.
At the WSIB, you'll have the opportunity to:
• explore many career paths and follow your passion
• continuously learn and grow professionally
• be recognized for the great work you do
• participate in programs that support your health and wellbeing
You'll also receive a competitive salary, along with a comprehensive benefit package and defined benefit pension plan.
Bilingual designated roles- You may be eligible to receive a language bonus payment
The WSIB is recruiting for current and future unilingual and bilingual (French speaking) opportunities in the following locations: Guelph, Hamilton, Kingston, Kitchener, London, North Bay, Ottawa, Windsor, Sault Ste. Marie, St. Catharine's, Sudbury, Thunder Bay, Toronto, Timmins & Windsor
Please note hours of work are variable between 7:00am and 5:00pm
We are also recruiting for temporary evening shifts: Employee's working an evening shift would finish after 5:00pm extending to 8:00pm
Permanent Full-time opportunity
Temporary Full-time opportunity up to 12 months in duration
Temporary Variable opportunity up to 12 months in duration
From: $58,943.89
We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.
Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.
We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.
Proactively gather, clarify information and statements, respond to enquiries to register claims, and ensure decision readiness to commence claim management.
Review incoming documents, create new claims, incidents and match documents to existing claims. Perform detailed searches; create new worker profiles and update existing worker profiles and claim participants in claim center and contact manager by applying Claims Registration guidelines and procedures.
Call workplace parties or receive inbound enquiries to clarify information, capture missing data and proactively collect additional claim related information by applying knowledge of the 5-point check system.
Provide appropriate education to people with injuries, employers and providers such as but not limited to WSIB Claims process, online services (including navigation and guidance), and preparation for next steps such as for registration and decision readiness.
Follow the call quality model when answering queue driven calls in a call center environment from workplace parties in response to registration of a new claim and or other telephone enquiries.
Proactively gather and clarify information and statements from workplace parties, respond to enquiries to register claims, and ensure decision readiness to commence claim management cycle by:
• Reviewing incoming registration documents and supporting documentation from all channels to ensure information required is complete at time of registration, and ensuring proper claim segmentation and assignment details are identified/captured and to determine next steps.
• Registering specialty and priority claims such as but not limited to, OD, Serious Injury, TMS, Fatality, IJA, No
Employer Record (ESC) and MVIA.
• Reviewing prior claims information to match supporting documents to an existing claim or promote an incident to a claim and ensuring no duplicate profiles or claims.
• Performing detailed searches for persons with injury, employers and providers using various WSIB systems, advanced search tools and internet search engines (for example Canada 411).
• Inputting verified data from incoming documents provided by workplace parties in WSIB systems to ensure correct routing and allocation to WSIB Operations staff.
• Contacting workplace parties to clarify information, capturing missing data and proactively collect additional information to support decision readiness by application of the 5-point check system.
• Answering and responding to incoming enquiries from workplace parties' related to Teleclaim and/or the collection of information at time of registration to support decision readiness.
• Verifying and/or creating, updating, adding claim participant information directly across various WSIB systems such as Legacy, Contact Manager and ACES registrations.
• Verifying and updating claim status details post registration and manual assignment of claims, when required.
• Verifying employer information in Policy Centre, ensuring mailing addresses are up to date in claim center.
• Documenting relevant information obtained from workplace parties using an online template or memo for each call such as change of address, accident/incident information, medical information, return to work information, notification of death, and other informational statements for referral to other areas.
• Completing and issuing forms and letters such as incident letters and report for occupational noise induced hearing loss.
2. Call Quality and Customer Service
Working in a call center environment by answering queue driven phone calls, following the call quality model, responding to workplace party enquiries regarding registration of a claim by:
• Answering queue driven calls while ensuring adherence to service excellence and business drivers such as opening and closing the call using a standard greeting, recording appropriate call classifications, accurately completing templates and memos and taking appropriate action.
3. Education and Promotion of Online Products and Services
Provide information and assistance to workplace parties, internal business partners and others by:
• Calling workplace parties or receiving inbound enquiries to clarify information, capture missing data and proactively collect additional information such as healthcare, return to work, payment information to support decision readiness.
• Responding to enquiries on WSIB claims process, reporting obligations and informing workplace parties on next steps after registration to educate and manage expectations.
• Providing workplace parties with assistance using online services such as describing different products, promoting product best suited to their needs and assisting them with navigating digital options.
4. Perform other related duties as required or assigned:
• Complete Privacy Checklist when required.
• Assist internal business partners by participating in testing of WSIB system enhancements, workflows and document outcomes/findings.
• Participate in pilots/initiatives to improve process efficiencies
• Report technical system issues.
• High school completion plus additional specialized courses or certificate program of up to one year.
Experience
• Total of two years experience. One year and five months prior experience in customer service. Seven months experience on the job to reach full working level.
The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please let us know when we contact you and we will work with you to meet your needs.
About the Workplace Safety and Insurance Board (WSIB)
We're here to help. When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit wsib.ca.
At the WSIB, you'll have the opportunity to:
• explore many career paths and follow your passion
• continuously learn and grow professionally
• be recognized for the great work you do
• participate in programs that support your health and wellbeing
You'll also receive a competitive salary, along with a comprehensive benefit package and defined benefit pension plan.
Bilingual designated roles- You may be eligible to receive a language bonus payment
The WSIB is recruiting for current and future unilingual and bilingual (French speaking) opportunities in the following locations: Guelph, Hamilton, Kingston, Kitchener, London, North Bay, Ottawa, Windsor, Sault Ste. Marie, St. Catharine's, Sudbury, Thunder Bay, Toronto, Timmins & Windsor
Please note hours of work are variable between 7:00am and 5:00pm
We are also recruiting for temporary evening shifts: Employee's working an evening shift would finish after 5:00pm extending to 8:00pm
Permanent Full-time opportunity
Temporary Full-time opportunity up to 12 months in duration
Temporary Variable opportunity up to 12 months in duration
From: $58,943.89
OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:
We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.
Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.
We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.
What can I expect to do in this role?
Job Summary :Proactively gather, clarify information and statements, respond to enquiries to register claims, and ensure decision readiness to commence claim management.
Review incoming documents, create new claims, incidents and match documents to existing claims. Perform detailed searches; create new worker profiles and update existing worker profiles and claim participants in claim center and contact manager by applying Claims Registration guidelines and procedures.
Call workplace parties or receive inbound enquiries to clarify information, capture missing data and proactively collect additional claim related information by applying knowledge of the 5-point check system.
Provide appropriate education to people with injuries, employers and providers such as but not limited to WSIB Claims process, online services (including navigation and guidance), and preparation for next steps such as for registration and decision readiness.
Follow the call quality model when answering queue driven calls in a call center environment from workplace parties in response to registration of a new claim and or other telephone enquiries.
How do I qualify?
Major Duties & Responsibilities:
1. Registration and Information gatheringProactively gather and clarify information and statements from workplace parties, respond to enquiries to register claims, and ensure decision readiness to commence claim management cycle by:
• Reviewing incoming registration documents and supporting documentation from all channels to ensure information required is complete at time of registration, and ensuring proper claim segmentation and assignment details are identified/captured and to determine next steps.
• Registering specialty and priority claims such as but not limited to, OD, Serious Injury, TMS, Fatality, IJA, No
Employer Record (ESC) and MVIA.
• Reviewing prior claims information to match supporting documents to an existing claim or promote an incident to a claim and ensuring no duplicate profiles or claims.
• Performing detailed searches for persons with injury, employers and providers using various WSIB systems, advanced search tools and internet search engines (for example Canada 411).
• Inputting verified data from incoming documents provided by workplace parties in WSIB systems to ensure correct routing and allocation to WSIB Operations staff.
• Contacting workplace parties to clarify information, capturing missing data and proactively collect additional information to support decision readiness by application of the 5-point check system.
• Answering and responding to incoming enquiries from workplace parties' related to Teleclaim and/or the collection of information at time of registration to support decision readiness.
• Verifying and/or creating, updating, adding claim participant information directly across various WSIB systems such as Legacy, Contact Manager and ACES registrations.
• Verifying and updating claim status details post registration and manual assignment of claims, when required.
• Verifying employer information in Policy Centre, ensuring mailing addresses are up to date in claim center.
• Documenting relevant information obtained from workplace parties using an online template or memo for each call such as change of address, accident/incident information, medical information, return to work information, notification of death, and other informational statements for referral to other areas.
• Completing and issuing forms and letters such as incident letters and report for occupational noise induced hearing loss.
2. Call Quality and Customer Service
Working in a call center environment by answering queue driven phone calls, following the call quality model, responding to workplace party enquiries regarding registration of a claim by:
• Answering queue driven calls while ensuring adherence to service excellence and business drivers such as opening and closing the call using a standard greeting, recording appropriate call classifications, accurately completing templates and memos and taking appropriate action.
3. Education and Promotion of Online Products and Services
Provide information and assistance to workplace parties, internal business partners and others by:
• Calling workplace parties or receiving inbound enquiries to clarify information, capture missing data and proactively collect additional information such as healthcare, return to work, payment information to support decision readiness.
• Responding to enquiries on WSIB claims process, reporting obligations and informing workplace parties on next steps after registration to educate and manage expectations.
• Providing workplace parties with assistance using online services such as describing different products, promoting product best suited to their needs and assisting them with navigating digital options.
4. Perform other related duties as required or assigned:
• Complete Privacy Checklist when required.
• Assist internal business partners by participating in testing of WSIB system enhancements, workflows and document outcomes/findings.
• Participate in pilots/initiatives to improve process efficiencies
• Report technical system issues.
Job Requirements:
Education• High school completion plus additional specialized courses or certificate program of up to one year.
Experience
• Total of two years experience. One year and five months prior experience in customer service. Seven months experience on the job to reach full working level.
Our commitment to equity, diversity and inclusion
We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please let us know when we contact you and we will work with you to meet your needs.
Disclosing conflicts of interest
As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at talentacquisitioncentre@wsib.on.ca.Privacy Information
We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB's Privacy Office at privacy_office@wsib.on.ca. The Privacy Office cannot provide information about the status of your application.Additional Information:
As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.Application Instructions:
To apply for this position, please submit your application by the closing date on the WSIB career portal: httpss://www.wsib.ca/en/careersSaveRemove
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