ASI-Call Centre Operations - Supervisor, Claims
About The Position
The Supervisor, Claims leads a team responsible for delivering accurate, timely, and compliant expense and claims processing. The role ensures staff are equipped with the knowledge, tools, and support needed to uphold high standards of operational excellence and service quality. Leads a team of Claims team members. This role ensures staff are equipped to deliver accurate, timely, and compliant expense processing and reporting, supporting the organization’s commitment to healthcare equality and social purpose as a Certified B Corporation. The Supervisor fosters a culture of accountability, transparency, equity, and continuous improvement, directly contributing to the delivery of publicly funded programs that advance equitable access to services for vulnerable and marginalized communities.
Requirements
- 5+ years of experience in expense management, finance, accounting, or program delivery environment.
- Minimum 1–2 years of experience in a supervisory, team lead, or coaching role.
- Experience monitoring KPIs, compliance, audit results, and/or performance dashboards.
- Demonstrated experience providing coaching, feedback, and performance management.
- Familiarity with expense management systems, claims software, financial databases, and quality assurance platforms.
- Experience in supporting onboarding and training new staff.
- Understanding of expense processing strategies, compliance standards, and financial stewardship best practices.
- Post-secondary education in Business Administration, Operations, Finance, or an equivalent combination of education and relevant experience.
Nice To Haves
- Experience working with vulnerable or marginalized populations is an asset.
Responsibilities
- Understanding leadership and direction to Claims team members to ensure high-quality, accurate, and timely expense processing and reporting.
- Collaborate with families and consortium partners to support or resolve questions, issues, or escalations, ensuring a positive and empathetic experience for all stakeholders.
- Monitor performance metrics and KPIs (e.g., processing times, compliance rates, audit results, accuracy) and take action to support achievement of targets.
- Conduct regular coaching, feedback, and development sessions to build skills, confidence, and knowledge, reinforcing accuracy, professionalism, and empathy.
- Oversee onboarding and training of new staff, ensuring consistent understanding of expense policies, workflows, and service standards.
- Support escalated or complex expense inquiries, providing guidance to ensure timely resolution and positive stakeholder experience.
- Ensure procedural consistency across the team by reinforcing workflows, documentation standards, and regulatory requirements.
- Partner with Management to identify trends, knowledge gaps, and opportunities for process improvement in expense operations.
- Lead and champion continuous improvement initiatives, encouraging staff to identify and implement enhancements to processes, systems, and service delivery.
- Support staff through change by communicating updates, guiding adoption of new tools or processes, and fostering a positive learning environment.
- Assist with resource and capacity planning to ensure service levels are sustained, and workloads remain balanced.
- Promote a collaborative and supportive team culture rooted in coaching, accountability, and continuous growth.
- Maintain and protect the confidentiality and privacy of all information.
- Perform other duties as assigned.
Benefits
- Coverage begins on the employee's first day and includes a Health Care Spending Account and Personal Spending Account (depending on allocation).
- Eligibility starts on the employee's first day, and a 5% employee contribution is matched by a 5% employer contribution.
- Opportunities to increase your earnings.
- in a company that promotes from within.
- Time off to volunteer within our community
- working environment with a laptop and two monitors.
- A one-time payment of $750 included in the employee's first paycheck.
- Access to Mental Health on Demand for employees and their dependents.
- Includes Employee Assistance Program services.
- Up to 8 hours of paid time off annually to volunteer in your community.
- Opportunities to contribute to non-matching GRRSPs, TFSAs, and FHSAs, along with financial information sessions.
- Tuition reimbursement for post-graduate courses, upon prior approval.
- $1,500 reward for successful referrals of other employees.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
