Client Support Representative - REMOTE

Dynacare

5d•Remote

About The Position

The Client Support Representative coordinates and expedites the collection of VIP medical reports by liaising with healthcare providers, insurance carriers, and customers. The role ensures orders are complete, compliant, and processed promptly, while delivering proactive follow-up, accurate documentation, and high-quality customer support. The representative owns inquiries and issues to meet service-level and turnaround-time targets. Outbound calling experience is a must. This is a full-time, permanent position working 37.5 hours per week, Monday through Friday, on a schedule aligned to Pacific, Mountain, or Central time zones. The position is 100% remote and is in the Insurance Services discipline. The start date is as soon as possible. The pay range is listed as $19.35. Dynacare describes itself as an award-winning Top Employer offering meaningful career opportunities, internal mobility, a health and wellness benefits program, RRSP matching, an employee stock purchase program, and a collaborative, diverse workforce that prioritizes dignity and respect. Bilingualism is an asset generally, and French/English bilingualism is mandatory for Quebec roles. Medical terminology is an asset.

Requirements

Secondary School Diploma.
At least one year of customer service experience in a contact centre or relevant industry experience.
Outbound calling experience.
Strong urgency, multitasking, and prioritization skills in fast-paced environments.
Customer-focused problem-solving skills and strong verbal and written communication abilities.
Strong organizational and detail-oriented skills, with the ability to deliver accurate, timely results in team settings.
Results-driven and resourceful, with strong research and information-gathering skills.
Proficiency in MS Office and data entry, solid phone etiquette, and adaptability to new systems.
French/English bilingualism is mandatory for Quebec roles.

Nice To Haves

French/English bilingualism is an asset outside Quebec.
Knowledge of medical terminology.

Responsibilities

Assist healthcare providers in ensuring orders are completed accurately and processed promptly.
Support healthcare providers and insurance customers with special requirements, including authorizations, physician fees, and report delivery.
Ask effective questions, secure provider cooperation, and professionally advocate for timely completion to maintain high-quality customer interactions.
Respond to inbound calls, emails, and priority messages from insurance carriers, healthcare providers, customers, and advisors.
Review and validate orders to confirm that required documentation, authorizations, and payment details are complete for timely report production.
Follow up to obtain updates, identify delays, and engage records release personnel to expedite report delivery.
Accurately document customer, facility, and call details, including contact names and outcomes.
Follow Standard Operating Procedures to ensure compliance with insurance carriers, healthcare providers, and physicians.
Perform additional duties as assigned.