Bilingual Performance Optimization Coach
Recruiting.com
full-time
Posted on:
Location Type: Remote
Location: Canada
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Salary
💰 CA$48,500 - CA$74,690 per year
About the role
- Conduct analysis of reimbursement services provided from patient enrollment through medication initiation by reviewing patient records, case notes, and monitoring related calls.
- Learn program-specific reimbursement processes and criteria by reviewing reimbursement documents, SOPs, shared work instructions (WI), training materials, product monographs, and meeting program subject-matter contacts.
- Perform record reviews according to the established audit schedule, including call monitoring via telephony systems such as Avaya (NICE), I3 (ICBM), or Five9, where applicable.
- Provide associates with feedback on reviewed records using the Reimbursement Excellence evaluation form and include written feedback highlighting strengths and areas for improvement.
- Conduct call evaluations using telephony technology, an evaluation form, and sampling methods, and provide associates with written feedback on strengths and improvement areas to optimize customer service skills and how we position our services to patients.
- Organize in-person sessions with designated associates to provide tailored coaching and support aimed at strengthening their understanding of customer service principles and skills, reimbursement processes, best practices, and training, as well as their overall reimbursement expertise.
- Schedule ad-hoc mentoring sessions at associates’ request to address specific needs and provide timely feedback on call handling.
- Build relationships with the program management team and provide targeted data and feedback to promote a collaborative approach between program management and the Reimbursement Excellence team to improve reimbursement services delivered.
- Use various systems and develop the necessary expertise (e.g., Smartsheet, Excel, telephony systems, databases, etc.) to generate reports, analyze data, and identify process gaps and efficiency improvement opportunities.
- Maintain an audit tracking tool on a weekly, monthly, and quarterly basis, including tracking employee departures, leaves, and the addition of new associates.
- Actively participate in the calibration process to ensure the credibility and consistency of quality control and to ensure alignment within the Performance Optimization team.
Requirements
- Requires strong background in areas such as business administration, operations, continuous process improvement, and quality assurance.
- Bachelor’s degree or equivalent combination of education and experience, with at least 3 to 5 years of relevant experience.
- Knowledge of and experience with patient programs and reimbursement services is required.
- One to two years of professional coaching/mentoring experience.
- Experience in quality assurance or process improvement is a plus.
- Bilingualism is an asset.
Benefits
- Health insurance
- Dental insurance
- Vision care
- Backup dependent care
- Adoption assistance
- Infertility coverage
- Family building support
- Behavioral health solutions
- Paid parental leave
- Paid caregiver leave
- Professional development opportunities
- Mentorship programs
- Employee resource groups
- Volunteer activities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisrecord reviewcall evaluationcoachingmentoringquality assuranceprocess improvementreport generationaudit trackingcustomer service principles
Soft Skills
feedback provisionrelationship buildingcollaborationcommunicationorganizational skillsproblem-solvingadaptabilityattention to detailinterpersonal skillstraining