Responsibilities

• To ensure timely and efficient case management processes by assisting Case Managers with clerical/support activities related to their assigned cases, and directly handling all cases where ongoing medical management is not required
• Screens (as transferred from Intake), and potentially handles all "easy calls", non medical requests such as benefit clarifications, extended length of stay information, updates on procedures etc.
• Assigns cases to appropriate case manager, as applicable
• Directly manages all non- complex cases and documents appropriately in system
• Handles (opens and closes) all Service Only - Self Pay and Claim cases
• As requested from Case Managers, obtains and enters med notes/ UR reports from providers, solicits and/ or sends insurance/ other information from/to clients or providers
• Does provider searches as required
• Does research on drugs, procedures, insurance issues etc. as required
• Identifies cases ready for closure and completes all Case Closing procedures
• Primary responsibility for preliminary checks of Month End (and interim) Reports, (in conjunction with Intake)
• Provides back-up for the Nurse-on-Call with regards to any Air Ambulances that occur after hours
• Specific duties that may be required as per Team and Client assignment; direct phone line responsibility, Managed Care Checks and patient letters, etc.

 Qualifications

• Post Secondary education
• Client contact or related experience
• Strong verbal and written language skills in the following languages:

       - French, Spanish & English or

       - French & English or

       - Spanish & English or

       - German & English

• Exemplary telephone customer service skills 
• Basic understanding of and experience with clinical conditions, medical terminology, and healthcare systems issues and requirements
• Accurate data entry skills
• Excellent working knowledge of computer programs & office equipment
• Strong commitment to patient empathy, strong decision making skills/ analytical skills
• Ability to adhere strictly to confidentiality principles and requirements, and be able to professionally and effectively work with all Team Members
• Excellent organizational capability
• Ability to work different shifts (24/7 Environment)

• English [Advanced], French [Advanced], Spanish [Advanced], German [Advanced]