Job Title: Claims Service Representative - Brandon Regional Office
Job Type: Permanent, Full-time
Job Location: Brandon, Manitoba, Canada
Date Posted: February 20, 2018
Closing Date: March 4, 2018
The Claims Service Representative is responsible for responding to telephone inquiries received in the Claims Service Centre from workers, employers, healthcare providers and suppliers related to claims and coverage. The incumbent assesses the nature of each inquiry, responds with high levels of customer service to resolve or escalate the inquiry in the most efficient manner possible and updates the file.
Acts as the primary point of contact for responding to claim related telephone inquiries from workers and employers received in the Claims Service Centre or when Adjudicators or Case Managers are not available as well as inquiries from healthcare providers and suppliers regarding eligible coverage for worker medical expenses.
Assumes responsibility for managing each inquiry to a resolution that provides for customer satisfaction and meets organizational standards and objectives. Uses effective listening and questioning techniques to determine each customer's need(s); identifies, evaluates and determines alternatives to problem solve. When unable to resolve an inquiry prior to the end of the call takes steps necessary for resolution immediately following the call or arranges for an Adjudicator or Case Manager to resolve on timely basis.
Utilizes each inquiry as an opportunity to address customer concern(s), anticipate future needs and complete outstanding claim file tasks, when appropriate.
Identifies workers in crisis and refers to an appropriate WCB resource.
Reviews the claim file to establish coverage; approves wage loss and medical expenses within specified guidelines and authority levels. Refers inquiries that are highly unusual, complex or above authority levels to the appropriate Adjudicator or Case Manager.
Updates claim files as part of each call; clearly documents customer communication including any information gathered, entitlement decisions made, actions taken and claim tasks created.
As required provides coverage at the main reception desk, addresses unnumbered mail and statistical coding of paid time loss claims and performs other related duties as assigned.
Completion of a two (2) year diploma in a related discipline
Minimum two (2) years experience interpreting and applying processes and procedures to manage and resolve customer inquiries/concerns
Typing speed of 35 w.p.m. (error rate less than 5%)
Knowledge of customer service principles and practices
Proficiency in the use of personal computers and software in a Windows environment
Excellent customer service skills including the ability to manage potentially confrontational situations with tact and diplomacy
Well developed verbal and written communication skills to deal with internal and external stakeholders
Ability to interpret and apply processes and procedures including those related to WCB Adjudication and Case Management
Ability to obtain, assess and evaluate information through claim file review, listening and/or questioning in order to problem solve and support decision making
Ability to perform detailed and accurate work in a fast paced environment
Ability to work independently and as part of a team
Customer service experience in a call centre environment including knowledge of call centre telephony and technology would be an asset
Knowledge of advanced communication skills such as active listening and de-escalation techniques would be an asset
Please note that this position will begin on April 30, 2018 with a 4 week training session in Winnipeg. The successful candidate for this position must be able to attend the training session.
You may be asked to demonstrate your ability through competency based interviewing and/or testing.
Ability to communicate proficiently in both official languages (English & French) is an asset.
A satisfactory criminal record check and verification of education will be required for the successful candidate.
The WCB is committed to building a skilled, diverse workforce with equitable representation of Indigenous persons, visible minorities, persons with disabilities, women, LGBTTSQ+ persons and members of other equity-seeking groups. Applicants are encouraged to indicate in their covering letter or resumé if they are a member of these groups.
The Workers Compensation Board of Manitoba welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
The Workers Compensation Board promotes safety and health in Manitoba workplaces and aims to help prevent and reduce the occurrence of workplace injuries and disease. Working with its partners, the WCB promotes safe and healthy workplaces, facilitates recovery and return to work, provides compassionate and supportive compensation services for workers and employers, and ensures responsible financial stewardship.
WCBdoes encompasses what it means to work at the WCB. The WCB is proud to have employee benefits and programs that support financial and personal security, foster health and well-being, encourage involvement and support growth as an individual and member of the WCB community. The four categories of WCBdoes include: Security, Wellness, Engagement and Growth.