Case Coordinator

• Verbal and written communication with client/insured and family members of case plans, explain decision making and coverage benefits.
• Be available to handle incoming calls via telephony system.
• Handle calls for all full assistance corporate clients
• Expected to handle communication and continued management of cases assigned to other coordinators on days off or on other calls.
• Communicate with facilities and care providers for client updates and plans.
• Communicate with specialized vendors related to care and repatriation requirements for the client.
• Communicate limitation of benefits and possibility of claim denial during or at conclusion of the emergency.
• Prioritize and distribute new cases and determine urgency and necessity of case management.
• Continuous reassessment of priority of case risk and work
• Work closely with the Medical team, Managed Care, Case Coordinators, and other GEM departments when applicable.
• Coordinate direct billing and place guarantees of payment up to authority threshold.
• Air Ambulance and Medical Escort Repatriation
• Arrange commercial repatriation, return of vehicles and pets.
• Manage repatriation Email Inbox
• Setting an initial reserve, updated reserve, and final reserve accurately on inpatient and outpatient claims.
• Review medical information to determine if further treatments are needed, review medical updates, and validate the policy wording.
• Quickly establish an understanding of the current medical and logistics/location of situation client is experiencing.
• Identify possible lack of access to treatment and work to arrange appropriate medical care (via transfer, evacuation, etc.).
• Creation of a Case Plan and strategy based on information collected, that focuses on the client location, quality of care, cost avoidance and available policy benefits.
• Complete risk assessment to make decision on level of involvement and case priority.

• 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 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.
• Must exhibit strong communication skills and professionalism.
• Capable and confident in negotiations and problems solving skills.
• Experience with data entry software.
• Excellent computer skills with working knowledge of Microsoft Office application and Internet.
• Professional.
• Excellent communication and customer service skills.
• Reliable and responsible team player.
• Personal accountability and ownership.
• Attention to detail.
• Balanced decision making and problem solving skills.
• Empathetic Outlook.
• Flexibility.
• Positive attitude with self-confidence.
• Stress management skills.
• Result oriented.
• Understanding the corporate client culture/expectations.
• Multi-tasking.

• Global Excel offers more than a position;
• We offer a competitive compensation package that includes a base salary, performance bonus and an extensive benefits package;
• A professional future with opportunities for development, growth, and advancement;
• RRSP Match program;
• Financial assistance to employees who wish to continue their education;
• Work/life balance, health and wellness initiatives including an excellent EAP program;
• Employee engagement programs that focus on fitness, food, and fun.

Global Excel