Contract (6 months) Full Time, Work from home role Monday through Friday 9-5

The Customer Care Representative for “APS Contact Centre - Outbound calls to collect records” is accountable for all contacts with all medical facilities with whom we have a request, on behalf of the Insurance company, to forward patient medical records.

• Daily activities will include, but not be limited to: contacting doctors’ offices/medical records departments to confirm patient files, ensure all requirements of records provider are recorded & met, submit orders, issue payment if/when required, & conduct follow-up calls as per contact cycle programmed in system so we can receive records within shortest possible delay. Each and every call must be documented (status notes) with pertinent call details. Assist in locating medical office holding the insurance applicant’s file when Insurance company has limited information as to where client consulted.
• Ensure order contains all the facility requires to allow production of a complete report and in a timely fashion. This includes inquiring about payment for producing report.
• On follow-up calls, all calls after new order has been sent, ensure to collect detailed information on delay for completion of report , and ensure to speak to person responsible for release of records so we can keep urging for quickest possible completion and delivery of report
• Capture all call and facility information for every contact, including names of who we spoke to.
• Following SOPs to ensure the compliance to the various Insurance carriers and medical facilities, doctors.
• Maintain good quality of calls (capture all call details, ask the right questions, obtain cooperation of provider, politely and professionally push for fast completion) while attaining daily processed calls quota

DNA of an Ideal Dynacare Employee

I make a difference in people’s lives. I am a caring, collaborative team-player who is passionate about quality and continuous improvement.

• Caring - I demonstrate strong empathy and genuine concern for my colleagues and customers.
• Collaborative Team Player - I know I play a key role in helping the Dynacare team achieve success. I am comfortable in a changing environment, and I can easily manage multiple priorities.
• Passion for Quality and Continuous Improvement - I am always looking to learn and solve problems. I am detailed oriented, adaptable and find ways to make things better.

At Dynacare, we are proud to hire the best people. If you are looking for a meaningful career where you can support healthy lives with commitment and care – we would like to meet you. To apply for this position, you will be asked to submit your resume and complete the application process.

If your qualifications and experience fit with this position, we will contact you to learn more. We offer competitive pay and great benefits, along with the opportunity to grow and thrive with a dynamic, successful company. We hope you will join us in our journey to become Canada’s health and wellness solutions leader.

Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement, and fair treatment of all individuals. We believe that our diversity is our strength, so we employ a diverse workforce and respect the needs of all our employees.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, and the Dynacare Accommodation Policy a request for accommodation will be accepted as part of the Dynacare hiring process.

Dynacare is committed to doing our part to protect our team, our clients and our communities against the spread of COVID-19. Please note that it is a requirement for this role that the individual be fully vaccinated*, unless an exemption under the applicable provincial human rights legislation applies. Proof of full vaccination will be required to be submitted to our third party services provider for verification purposes.

*“Fully vaccinated” is defined as two doses of a Health Canada approved COVID-19 vaccine, plus 14 days after the second dose