About Manitoba Blue Cross
We’re a Manitoba-based, not-for-profit, health benefits provider with a vision to be the trusted and essential health and wellness partner for all Manitobans. Every dollar made is reinvested in our infrastructure, our people, and our province with the goal of providing better care for our members, expanding our community impact and broadening our health care knowledge.
Why work for us?
Manitoba Blue Cross, is a Manitoba Top Employer. We are empowered to give back to the community, and we know that caring needs to start in our workplace with our own Manitoba Blue Cross team. We actively foster a culture that focuses on your satisfaction, development, diversity, and growth.
Culture of Caring
We strive to succeed at reaching our organizational goals, but we always make time to celebrate our successes. Having fun as a group and rewarding our employees for their accomplishments is an essential part of our workplace culture.
We want our workforce to reflect the diverse community we serve, and we're committed to creating a fair and respectful workplace. We offer a work environment that promotes a healthy work-life balance and support to advance your career that includes:
- Competitive starting salary.
- A comprehensive health benefit package.
- Hybrid work environment, flexible work schedules.
- Fully equipped onsite fitness center.
- Casual dress code to promote diversity and inclusivity.
- Personal and professional development.
Are you a driven, dedicated, and enthusiastic individual who wants to work in a friendly and rewarding environment? If so, we are looking for someone like you! The following position is open to anyone residing in Winnipeg and surrounding areas with valid work authorization.
POSITION SUMMARY
Reporting to the Manager, Member Services, the Assistant Manager provides support and leadership to the Member Services department in planning, directing and controlling all aspects of both the Claims and Customer Service areas, and assumes responsibility for the Member Services department in the absence of the Manager. The incumbent participates in the development of strategic and operational objectives at the departmental level and is accountable for all employee supervision.
DUTIES AND RESPONSIBILITIES
Reporting to the Manager, Member Services, the incumbent shall be responsible for the efficient operation of the following functions:
- Perform the duties required to ensure proper training, instruction, and development of staff, as well as effective co-ordination of department activities and accomplishment of department objectives. This includes ensuring proper scheduling of staff to facilitate the effective and efficient handling of customer claims and inquiries.
- Conduct all aspects of administration ensuring the smooth and efficient operation of the Member Services department, including employee supervision.
- Delegate and oversee any activities which may be performed by the Team Leads. Completes individual performance reviews for each Team Lead as well as provide support to the Team Leads for their employee reviews.
- Provide support and constructive feedback to Team Leads and employees through formal and informal channels, in a direct and supportive manner to improve learning, enhance performance and encourage ongoing development through an incentive program. Coach Team Leads in their interactions with team members.
- Participate in the budgeting process including providing staffing recommendations, training and development and departmental requirements.
- Review all phases of claims and inquiry handling and ensure that adjudication and inquiry procedures are correctly followed by department staff.
- Review, examine, and direct processing of unusual or difficult claim and inquiry cases and denials and prepares correspondence when necessary.
- Handle escalations and difficult problems and customer interactions while ensuring customer satisfaction, within company policy.
- Conduct the recruitment and selection of new Team Leads and participates in the recruitment and selection process of new Member Services Representatives.
- Work with Medical, Dental and Pharmacy Consultants in evaluating claims to determine approval of benefits and/or recommending policy changes.
- Consult with or advise other departments with respect to claim and inquiry policy, practice, and procedures.
- Support sales team by meeting with clients and promoting and supporting company products and services.
- Develop claims cost containment ideas, reports problems with service and provides recommendations to the Manager, Member Services.
- Monitor, develop, and maintain productivity, response levels and quality control standards for all department positions. Utilizes production and phone system reporting to ensure service standards are adhered to.
- Ensure that written claims and inquiry procedures are maintained and that compliance records are available and accessible for the operation of the Member Services department.
- Remain informed and anticipate and respond positively to changes in the industry, products and the company that have impact on the Member Services area.
- Participate as a subject matter expert in corporate initiatives/projects requiring their expertise in providing business requirements/decisions.
- Participate in internal and industry committees and working groups.
- Perform other duties as assigned.
SKILLS AND QUALIFICATIONS
- Dedicated to the principles of exceptional service; committed to responding to, anticipating and addressing customer needs, for both internal and external customers.
- University Degree or Community College diploma or equivalent in a related field such as business administration, economics or finance together or a combination of education and a minimum of five years of experience in an area of management. Supervisory experience required.
- Advance computer skills including exceptional Excel skills and thorough knowledge of Microsoft Office 365, SharePoint and various reporting and database applications. Knowledge of a Telephony system is beneficial.
- Demonstrated leadership skills, with proven ability to coach and support a team of professionals including motivating them to achieve work-related goals.
- Strong analytical and problem solving skills with strict attention to detail and accuracy.
- Self-directed, with exceptional organizational skills and a proven record of managing and prioritizing multiple tasks within varied and dynamic timelines on an ongoing basis.
- Self-motivated individual; able to work independently with minimal supervision.
- Excellent interpersonal and communication skills including the ability to deal with all levels of the organization in a team environment.
- Exercises sound judgment, tact and discretion when handling confidential corporate records.
- Effective communicator with strong verbal, written and report writing skills.
- Strong change management and time management acumen.
- FLMI or CEBS designation an asset.
Ready to Apply? We are excited to meet you!
If you would like to join our team, you are invited to apply by submitting your resume and cover letter by clicking the "Apply" button below by September 17, 2024.
To learn more visit: https://www2.mb.bluecross.ca/about-us/careers
We thank all applicants for their interest; however only those being considered will be contacted.
Manitoba Blue Cross is committed to the principles of diversity, equity & inclusion and to promoting opportunities in hiring for everyone. We want our workforce to reflect the diverse community we serve, and we're committed to creating a fair and respectful workplace.
We encourage all qualified candidates to apply. If you require an accommodation during the hiring process, please let us know.
