ASI-Call Centre Operations - Supervisor, Claims at Accerta

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

04 Oct, 26

Salary

73000.0

Posted On

06 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Expense Management, Team Leadership, KPI Monitoring, Performance Management, Coaching, Claims Processing, Financial Stewardship, Onboarding, Process Improvement, Stakeholder Management, Compliance Auditing, Resource Planning

Industry

Insurance

Description

WHO WE ARE AccertaClaim Servicorp Inc. (ACSI) and its subsidiary, Accerta Services Inc. (ASI), both known as Accerta, which is a is a social enterprise, that manages dental, vision, drug, and healthcare benefits programs exclusively for government and social services agencies in Canada. Our targeted experience and innovative technology provide reliable service, process continuity, cost savings, as well as accurate and insightful data that enables governments to make informed strategic decisions, reducing stress on the healthcare system through streamlined administration. Accerta is a Certified B Corporation which is a testament to the values on which we’ve built our business: serving our customers, caring for our employees, and supporting our community and the environment. Being part of the B Corp movement means we’re committed to continual improvement and making business a force for good. Thank you to our team and stakeholders who have helped us achieve this significant milestone! JOB TITLE: Supervisor, Claims EMPLOYMENT TYPE: Full-time, Permanent, Hybrid ABOUT THIS OPPORTUNITY The Supervisor, Claims leads a team responsible for delivering accurate, timely, and compliant expense and claims processing. The role ensures staff are equipped with the knowledge, tools, and support needed to uphold high standards of operational excellence and service quality. Leads a team of Claims team members. This role ensures staff are equipped to deliver accurate, timely, and compliant expense processing and reporting, supporting the organization’s commitment to healthcare equality and social purpose as a Certified B Corporation. The Supervisor fosters a culture of accountability, transparency, equity, and continuous improvement, directly contributing to the delivery of publicly funded programs that advance equitable access to services for vulnerable and marginalized communities. ACCOUNTABILITIES Understanding leadership and direction to Claims team members to ensure high-quality, accurate, and timely expense processing and reporting. Collaborate with families and consortium partners to support or resolve questions, issues, or escalations, ensuring a positive and empathetic experience for all stakeholders Monitor performance metrics and KPIs (e.g., processing times, compliance rates, audit results, accuracy) and take action to support achievement of targets. Conduct regular coaching, feedback, and development sessions to build skills, confidence, and knowledge, reinforcing accuracy, professionalism, and empathy. Oversee onboarding and training of new staff, ensuring consistent understanding of expense policies, workflows, and service standards. Support escalated or complex expense inquiries, providing guidance to ensure timely resolution and positive stakeholder experience. Ensure procedural consistency across the team by reinforcing workflows, documentation standards, and regulatory requirements. Partner with Management to identify trends, knowledge gaps, and opportunities for process improvement in expense operations. Lead and champion continuous improvement initiatives, encouraging staff to identify and implement enhancements to processes, systems, and service delivery. Support staff through change by communicating updates, guiding adoption of new tools or processes, and fostering a positive learning environment. Assist with resource and capacity planning to ensure service levels are sustained, and workloads remain balanced. Promote a collaborative and supportive team culture rooted in coaching, accountability, and continuous growth. Maintain and protect the confidentiality and privacy of all information. Perform other duties as assigned. QUALIFICATIONS 5+ years of experience in expense management, finance, accounting, or program delivery environment. Minimum 1–2 years of experience in a supervisory, team lead, or coaching role. Experience monitoring KPIs, compliance, audit results, and/or performance dashboards. Demonstrated experience providing coaching, feedback, and performance management. Familiarity with expense management systems, claims software, financial databases, and quality assurance platforms. Experience in supporting onboarding and training new staff. Understanding of expense processing strategies, compliance standards, and financial stewardship best practices. Experience working with vulnerable or marginalized populations is an asset. Education: Post-secondary education in Business Administration, Operations, Finance, or an equivalent combination of education and relevant experience. ANNUAL SALARY: $60,000 - $73,000 PERFORMANCE BONUS: Up to 10% of annual salary WHAT WE OFFER Group Benefits: Coverage begins on the employee's first day and includes a Health Care Spending Account and Personal Spending Account (depending on allocation). Pension Plan: Eligibility starts on the employee's first day, and a 5% employee contribution is matched by a 5% employer contribution. Performance-based incentive programs: Opportunities to increase your earnings. Growth Opportunities: in a company that promotes from within. Volunteering: Time off to volunteer within our community Hybrid Work Environment: working environment with a laptop and two monitors. Home Office Stipend: A one-time payment of $750 included in the employee's first paycheck. Mental Health Support: Access to Mental Health on Demand for employees and their dependents. Member Assistance Program: Includes Employee Assistance Program services. Community Volunteering: Up to 8 hours of paid time off annually to volunteer in your community. Financial Wellness: Opportunities to contribute to non-matching GRRSPs, TFSAs, and FHSAs, along with financial information sessions. Education Reimbursement: Tuition reimbursement for post-graduate courses, upon prior approval. Employee Referral Reward: Employees can earn a $1,500 reward for successful referrals of other employees. FLEXIBLE WORK ARRANGEMENT: Employees are expected to work on-site at least once per month at our Toronto office (4 New St., Toronto, ON), with additional in-office days as required based on business needs. Hybrid schedules are determined collaboratively between employees, managers, and teams. HOW TO APPLY We accept applications submitted via our Dayforce Portal - Click this link to apply. Please note that we use AI tools to support and enhance our recruitment process, including scribing tools during interviews. Artificial intelligence (AI), however, is not used to screen candidates. Rest assured that your application will be reviewed thoroughly by our hiring team. INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT Accerta is an equal opportunity employer and committed to fostering diversity and inclusion in the workplace. We are committed to fair employment practices, and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required throughout the recruitment process. Reasonable accommodation is also available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact accessibility@accerta.ca. We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted. Final candidates for this position may be required to undergo a security screening, including criminal records check, judicial matters check, vulnerable sector screening and employment reference check. To learn more about us please go to: www.accerta.ca

Responsibilities

Leads a team responsible for accurate and compliant expense and claims processing for government and social services programs. Focuses on monitoring performance metrics, coaching staff, and driving continuous process improvements to ensure operational excellence.