The New Business Medical Administration Specialist is a Subject Matter Expert role providing support to all operational teams within IIC New Business and Underwriting located in Kitchener, Toronto, Montreal, Halifax, India and Manila. This role will own both simple and complex medshare related cases and/or escalations; external phone call and written communication, audits, invoices, follow-ups, and ad-hoc admin related functions, all while maintaining tight deadlines and SLAs.
Position Responsibilities:
Handle end-to-end medshare function (medshare send and medshare order)
Researches and resolves medshare issues
Recommend systems enhancements and other operational opportunities to improve operational efficiencies
Analyze data, communicate findings to management, and offer recommendations
Trouble shoot and/or assist in problem resolution of complex issues
Contributes to the continuous improvement of business process
Serves as internal SME to other roles for escalations, problem solving, consulting
Serve as lead and/or liaison for departmental and cross-departmental projects and participate in collaborative initiatives
Support vendor management
Facilitate problem solving and remedial action by collaborating with internal stakeholders
Required Qualifications:
Post-secondary degree or comparable experience
3+ years of insurance experience: in-depth knowledge of Manulife’s suite of products
In-depth knowledge of IIC operating systems, such as CLAS, CAPSIL 4.2, CLAS WORKBENCH, AWD, Arrow
Technical knowledge: solid understanding of team processes performed in the business units such as Input, Issue, Case Coordination, New Business Support, Ezapp Admin, and Tele-interview with attention to administrative systems and downstream impacts to other areas
Strong knowledge of Microsoft Office suit
Preferred Qualifications:
In-depth knowledge of business requirements and compliance rules and regulations
Ability to multi-task and prioritize numerous responsibilities effectively
Strong attention to detail and effective analytical and problem-solving skills
Adaptability and flexibility: proven ability to quickly and easily adapt to changes within the business and organization
Respond to challenges in a positive and productive manner
Communications: excellent interpersonal, written, and verbal communication skills
Innovation/creativity: ability to generate new and unique ideas, approaches, and solutions to problems and opportunities. Openly questions traditional assumptions
Ability to research and investigate answers to questions, problems, and situations
Team player: positively impacts team and inter-departmental relationships across locations, works to resolve conflicts, and collaborates effectively.
Customer focus: excellent customer service skills with an ability to keep the customer as a priority when creating solutions. Willing to go the extra mile to resolve customer issues and help others see the importance of doing so.
Manages own performance priorities and outcomes. Takes personal accountability when acting on all customer requests or issues.
When you join our team:
We’ll empower you to learn and grow the career you want.
We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we’ll support you in shaping the future you want to see.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit .
Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact
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