Case Manager at GLP Transit

, , -

Full Time

Start Date

Immediate

Expiry Date

06 Jan, 26

Salary

75000.0

Posted On

08 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Case Management, Medical Assistance, Emergency Assistance, Problem Solving, Decision Making, Communication, Team Collaboration, Analytical Skills, Medical Terminology, Bilingual (French), MS Office Suite, Stress Management, Insurance Knowledge, Continuous Learning, Customer Experience Focus

Industry

Description

WHAT YOU'LL DO Summary: You participate in providing 24-hour assistance services for travellers with medical emergencies. You work independently but provide regular feedback to ensure processes run smoothly. Specifically you will: * Participate in providing 24-hour emergency medical and non-medical support to our travellers and their families. * Conduct daily medical monitoring of hospitalized patients and liaise between the traveller and other parties (facility, physicians, family etc.). * Open hospitalization claims, verify coverage and set reserves. * Inform travellers and their families regarding policy Terms and Conditions and benefits/denials. * Coordinate repatriations of travellers. * Handle escalated calls and find creative solutions to issues during hospitalizations and/or repatriations. * Send Confirmation of Coverage (COC), Verification of Benefits (VOB) or Guarantee of Payment (GOP) as appropriate. * Research and document network discount rates for hospitalizations. * Verify accuracy of TuGo doctor and air evacuation bills - pay accordingly. * Update and report hospitalization statistics and monthly reserves. * Provide non-medical assistance support to travellers. * Support Claims Clerical & Cost Management Teams as needed. * Achieve performance targets. * Collaborate and communicate effectively with team members and all other teams.  * Responsively and effectively handle issues. * Look for ways to improve customer experience. * Promote and model TuGo culture, values, and brand promise. * Continuously build professional and technical expertise. * Other duties as required. WHAT YOU'LL BRING * Degree or diploma in business or medical related field * 7+ years of experience in customer service, preferably in a contact centre providing emergency assistance * Prior case management experience * Demonstrated ability to assist clients in stressful situations over the phone * Demonstrated initiative and the ability to make good decisions under pressure * Ability to speak/read French preferred * Ability to learn and apply knowledge of insurance policy wordings to assistance work * Emergency assistance or medical experience preferred * Familiarity with medical terminology an asset * Must be able to work flexible hours (early morning, afternoon, evening, night, weekend, and holiday shifts) * Excellent written and verbal English skills * Strong team player and positive contributor * Proficient in MS Office Suite and able to learn applications quickly * Well-developed analytical, problem-solving, and decision-making skills * Able to consistently live our values of valued, effective and trusted * A strong customer experience focus * A passion for continuous learning and professional achievement Salary range: $60,000 - $75,000  

Responsibilities

The Case Manager provides 24-hour emergency medical and non-medical support to travelers and their families, ensuring smooth communication and coordination during medical emergencies. Responsibilities include conducting medical monitoring, opening claims, and handling escalated calls to find creative solutions.