Reporting to the Team Leader, you will be responsible for communicating with claimants, providers, and travel Suppliers to obtain required information and/or documentation needed for claim processing. You will be expected to ensure accuracy and quality of work while respecting service level agreements, turnaround times and providing a first-class customer experience.

Reporting to the Team Leader, you will be responsible for communicating with claimants, providers, and travel Suppliers to obtain required information and/or documentation needed for claim processing. You will be expected to ensure accuracy and quality of work while respecting service level agreements, turnaround times and providing a first-class customer experience.

Role And Responsibilities

- Contact customers via phone, email, or letter to obtain missing information or documentation.
- Obtaining missing information from medical providers and travel suppliers via phone, or letter.
- Review, analyze and determine missing information and documentation to proceed with claim process.
- Access multiple internal and external platforms to obtain missing information / documentation.
- Adhering to service levels and turnaround time when following; with customers, providers and travel suppliers on missing information to complete claim process.
- Monitor incoming faxes and emails and manage according to guidelines including responses when required
- Ensure creation of appropriate follow-up workflows.
- Communicate and work closely with Account Management regarding any updates to client files.
- Maintaining a high level of professionalism under complex situations or communications.




- Accurately update tasks and claim files when recent information is provided.
- Review various inboxes for missing information or documents prior to actioning task for ensure accuracy.
- Ensure correct forms / missing information is being requested and received.
- Perform related duties as assigned.
- Take ownership of complex, as well escalated files and / or emails to ensure the claim is resolved or escalated accordingly.
- Communicate professionally with internal teams.

Major Challenges

- Fluctuating business volumes
- Numerous business targets
- Specialization and diversity of claim process
- Variety of Tasks and workflows
- Working with multiple systems.
- Strong attention to detail
- Remaining calm and professional in difficult situations.

Major Job Accountabilities

- Creating a good working environment
- Meeting business targets and SLA’s
- Meeting clients and customers’ expectations internally and externally
- Quality scores and customer service due to complexities
- Adherence and Absenteeism – adhering to the work schedule

Success Measures

- Maintaining service levels
- Overall level of customer satisfaction
- Productivity levels
- Quality and Audit Scores

What skills and experience are we looking for?





- Intermediate computer skills along with Microsoft Office applications (Windows, Excel, Outlook)
- Post-secondary education in Administration preferred.
- Ability to multitask in a fast-paced work environment.
- Experience working in a customer service environment.
- Highly organized with attention to detail.
- Experience in the insurance and medical billing industry is an asset.
- General Administrative functions and tools.
- Clear and effective communication (verbally and written).
- Excellent interpersonal skills, judgment and professionalism.
- Attention to detail.
- Analyze situations and find solutions- Problem solving.
- Highly organized with ability to multitask.
- Ability to prioritize and change focus depending on urgency.
- Ability to adapt to change.

We offer you

Global Excel offers more than a position

- Competitive compensation package that includes a base salary, annual salary review and annual performance bonus;
- Extensive benefit package including, health, dental, travel and health care spending account;
- 3 weeks vacation;
- RRSP matching program;
- A professional future with opportunities for development, growth, and advancement;
- Financial assistance to employees who wish to continue their education;
- Work/life balance, health and wellness initiatives including an excellent Employee Assistance program;
- On site Gym;
- Employee engagement programs that focus on fitness, food, and fun;
- Windsor, Ontario Candidates: hourly salary scale ($19.94 - $25.00). *Other locations, salary to be discussed based on geographic differential.

📌 Claims Coordinator- EN (Windsor)
🏢 Global Excel Management
📍 Windsor