• Provide member issue resolution managing and resolving healthcare insurance claims. • Intake complex member cases and provide prompt and satisfactory resolution. • Decrease turnaround time, improve the quality of resolution, and manage barriers to resolution. • Serve as a subject matter expert in escalated member calls. • Identify process improvement opportunities within the member engagement department. • Conduct outbound phone calls and/or receive inbound phone calls. • Collaborate with partners and other departments to facilitate the member experience. • Document real-time and conduct timely wrap-up to support outcomes reporting.

• Engage directly with customers (in English and Spanish) to implement Aquatic Informatics software solutions • Analyze and interpret customer requirements, translating them into scalable configuration solutions • Configure software using SQL, Python, APIs, and standard platform tools • Map customer workflows to system functionality and ensure effective solution adoption • Perform data validation, testing, and quality assurance to ensure successful delivery and go-live readiness • Support implementations across multiple regions, including international deployments requiring travel • Contribute to continuous improvement of configuration practices, tools, and customer onboarding processes

• Develop, monitor, and implement innovative and goal-oriented return to work focused rehabilitation strategies • Develop positive relationships with plan sponsors, plan members, treatment providers and internal partners • Ensure effective and efficient treatments for plan members • Action daily administrative tasks including responding to emails and phone calls in a timely manner • Demonstrate resiliency and emotional intelligence in communications with plan members

Role Description Work in a fully remote insurance environment supporting disability operations across Canada. This administrative role focuses on reviewing confidential communications, ensuring privacy compliance, and maintaining high-quality standards in a fast-paced setting. Ideal for detail-oriented professionals who enjoy analytical tasks, structured processes, and collaborative support work. What is in it for you: - Hourly salary of $17. - 12-month contract with the potential for permanent employment. - Full-time position: 37.50 hours per week. - Weekday schedule from 10:30-6:30 pm EST. - Enjoy the flexibility of remote work. Responsibilities: - Review and assess external communications to ensure compliance with privacy protocols and client-specific communication guidelines. - Identify and reconcile inconsistent or inaccurate information while providing feedback to case managers and leaders regarding privacy, confidentiality, and communication standards. - Analyze communications to document trends and support continuous improvement initiatives. - Manage group email inboxes efficiently while respecting turnaround times and quality expectations. - Support additional administrative and case management-related tasks, including email communications, tool referrals, and invoice processing. - Collaborate with internal and external stakeholders, including case managers, operations specialists, associate managers, plan sponsors, and plan members. Qualifications - Post-secondary education at the college or university level is required. - Bilingual in English and French to support stakeholders and review communications across Canada. - 0 to 2 years of professional experience in an administrative or related environment. - Proficiency with Microsoft Office Suite, including Outlook, Teams, Excel, OneNote, OneDrive, PowerPoint, and Adobe tools. - Ability to investigate issues, apply critical judgment, solve problems, and follow through to resolution. - Excellent attention to detail and accuracy. - Strong organizational, prioritization, and planning skills. - Excellent written and verbal communication abilities. - Ability to work effectively in a fast-paced environment with high workloads and competing deadlines. - Adaptable, proactive, analytical, and able to take initiative. - Ability to collaborate professionally with internal partners while also working independently and within a team. - Knowledge of disability management or group benefits is considered an asset. - Experience in a health-related field or administrative office environment is considered an asset. Why Recruit Action? Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach. As part of the screening process, some applications may be reviewed using artificial intelligence tools. Only candidates who meet the hiring criteria will be contacted.