ASI-Call Centre Operations - Supervisor, Claims

Toronto, ON, Canada

Job Description

WHO WE ARE

AccertaClaim Servicorp Inc. (ACSI) and its subsidiary, Accerta Services Inc. (ASI), both known as Accerta, are a social enterprise that manages dental, vision, drug, and healthcare benefit programs exclusively for government and social services agencies in Canada. Our experience and technology provide reliable service, process continuity, cost savings, and data insights that enable governments to make informed decisions, easing the healthcare system through streamlined administration.

Accerta is a Certified B Corporation, reflecting our commitment to serving customers, caring for employees, and supporting community and environmental goals. We strive for continual improvement and use our platform for good.

EMPLOYMENT TYPE: Full‑time, Permanent, Hybrid

ABOUT THIS OPPORTUNITY

The Supervisor, Claims leads a team responsible for accurate, timely, and compliant expense and claims processing. The role ensures staff have the knowledge, tools, and support needed to uphold operational excellence and service quality.

The Supervisor fosters a culture of accountability, transparency, equity, and continuous improvement, contributing to public programs that advance equitable access for vulnerable and marginalized communities.

ACCOUNTABILITIES

- Understand leadership and direction 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 target achievement.
- Conduct regular coaching, feedback, and development sessions to build skills, confidence, and knowledge, reinforcing accuracy, professionalism, and empathy.
- Oversee onboarding and training of recent 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.
- Minimum 1–2 years of supervisory, team‑lead, or coaching experience.
- Experience monitoring KPIs, compliance, audit results, and/or performance dashboards.
- Demonstrated experience in coaching, feedback, and performance management.
- Familiarity with expense management systems, claims software, financial databases, and quality assurance platforms.
- Experience supporting onboarding and training of 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; a 5% employee contribution is matched by a 5% employer contribution.
- Performance‑based incentive programs : Opportunities to increase earnings.
- Growth Opportunities : Promotion from within the company.
- Volunteering : Time off to volunteer in the community.
- Hybrid Work Environment : Working environment with laptop and two monitors.
- Home Office Stipend : One‑time payment of $750 included in the first paycheck.
- Mental Health Support : Access to Mental Health on Demand for employees and dependents.
- Member Assistance Program : Includes Employee Assistance Program services.
- Community Volunteering : Up to 8 hours of paid time off annually to volunteer.
- Financial Wellness : Opportunities to contribute to non‑matching GRRSPs, TFSAs, and FHSAs, with financial information sessions.
- Education Reimbursement : Tuition reimbursement for postgraduate courses, upon prior approval.
- Employee Referral Reward : $1,500 reward for successful referral of another employee.

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. Hybrid schedules are determined collaboratively between employees, managers, and teams.

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

Accerta is an equal‑opportunity employer and is committed to fostering diversity and inclusion. We provide accommodations for applicants with disabilities and reasonable accommodations during the hiring process.

Final candidates may be required to undergo a security screening, including criminal records check, judicial matters check, vulnerable sector screening, and employment reference check.

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📌 ASI-Call Centre Operations - Supervisor, Claims (Toronto)
🏢 Accerta
📍 Toronto