Client Care Specialist

This position involves working collaboratively with the rostered team to manage cases, maintain service level agreements (SLAs), and continuously strive for excellence in service delivery to meet and exceed client expectations.

Position Purpose and Description

The role is responsible for ensuring effective service delivery within the Local Support Team by executing client requests efficiently and in alignment with established processes. This position involves working collaboratively with the rostered team to manage cases, maintain service level agreements (SLAs), and continuously strive for excellence in service delivery to meet and exceed client expectations.

Responsibilities

• Effectively utilizing learning systems, including Gotrex, Interaction Desktop, and Auto Q.
• Coordinating and managing teleconsultations, doctor house calls, hospital admissions, and clinic appointments.
• Overseeing the administration of new and existing cases, ensuring timely updates and accuracy.
• Creating and registering new cases in the system.
• Updating and maintaining records for ongoing cases.
• Uploading relevant documents to claims for processing.
• Handling and verifying incoming invoices.
• Responding promptly and professionally to client requests.
• Addressing inquiries and requests from service providers.
• Managing claimant requests efficiently and effectively.
• Performing ad hoc tasks as assigned by the supervisor.

Systems

• AutoQ (in-house claims management, client invoicing, provider payment system) 

• Gotrex  

• Interaction desktop 

• Office 365 – Word, Excel, Outlook, Teams 

Experience, Qualifications & Attributes

• Experience in medical tourism and managing live cases.
• Proficiency in Microsoft Excel and Word (intermediate level).
• Strong communication skills, both written and verbal.
• Fluency in English and French.
• Ability to work effectively as part of a team.
• Strong problem-solving skills and initiative.
• Reliable, adaptable, and flexible in a dynamic environment.