Bilingual Intake Specialist

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You are a professional with the ability to multi-task and meet tight deadlines. You thrive in a fast-paced, team environment and will provide excellent customer service via email, fax, and phone. You will have the desire to develop an in-depth understanding of the assistance workflow and will work well with other departments to resolve issues and troubleshoot.

The Intake Specialist will be the first point of contact for members requiring both medical and non-medical assistance. You will be the first point of contact before having the case assigned to a Case Coordinator. The Intake Specialist duties include but are not limited to helping members find health care providers, book appointments, and make travel arrangements. You will be responsible for communicating the available benefits to members, clients, and service providers.

• Answer all initial calls, emails, faxes, and correspondence
• Provide assistance services to travelling members such as taxi, ambulance, hotel, and medical bookings etc.
• Communicate with service providers around the world (request documentation, reports, invoices, etc.)
• Update clients on progress of assistance provided to their members.
• Assist members with their return home, when necessary.
• Coordinate with various service providers.
• Communicate relevant information to all key stakeholders in a timely manner (clients, medical facilities, patients, families, etc.) and triage cases as per departmental policy to achieve best solutions.
• Use the case management database to accurately input all case details, actions taken, and next steps.
• Act as the link between policyholders and family members and medical and service providers and the insurance company.
• Review and interpret benefits plans.
• Confirm insurance coverage details to service providers and members.

• Bachelor’s degree, diploma, in Business, Administration, Health Sciences, or a related field.
• Minimum 2 years of customer service experience
• Fluency in French is required
• Intermediate level experience in Microsoft Word and Excel skills
• Excellent verbal and written communication skills in English
• Superior time management skills
• Ability to work independently
• Analytical and decision-making skills
• Ability to communicate diplomatically
• Ability to work in a fast-paced and dynamic environment

• Other languages:
  Spanish or Portuguese, Mandarin
• Understanding of medical terminology or medical terminology course would be an asset
• Travel, snowbird, and TPA experience