Bilingual Help Desk Coordinator - Jobs in Toronto, ON

Job Description

Build a meaningful careerAt LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 6,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.Bilingual Help Desk CoordinatorIntegrated Health SolutionsFull Time EmploymentRemote / Work from Home Office - CanadaIntegrated Health SolutionsLifeWorks Integrated Health Solutions support the total health and well-being of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform. We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, health, life, money, and work.As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, Integrated Health Solutions use innovative technology and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies - such as Aviva, Burberry, Walgreens, Expedia, Intel and Nestlé Canada - love to use.Our employees have access to the same high-quality well-being support and resources provided to our customers. We pride ourselves on providing a work environment that inspires innovation, connection and collaboration while also supporting your growth and development both personally and professionally. We value difference-makers, and individuals and teams who bring high energy, passion, and a relentless commitment to excellence to their roles.SummaryOur Help Desk Coordinator works within the Clinical Records Department to provide efficient and accurate customer service and ongoing support for affiliate counsellors/vendors in respect to payment concerns. This role also assists with tasks connected to administrative quality of all clinical records completed by LifeWorks counsellor network, auditing files, processing invoices, billing logs processed in the department.Responsibilities:Responsible for daily monitoring inquiries received by provider network and the internal teams in the Help Desk inboxCommunicate professionally with counsellors/vendors regarding the concern(s) and identifying required actionSupporting the provider network with all administrative inquiries, acting as a “first contact” to Morneau ShepellInvestigating provider issues using systems, process maps and generate reports and manipulate data in excel to ensure information is processed correctly for provider and other partiesRun reports to collect necessary invoice data that are required during the investigationCross-referencing with other departments in regards to fees and contract detailsCoach providers/vendors on approved billing processes – timelines, processes, requirementsInvestigate correct rate is posted in Provider database and flag to proper team if there is a concern from counsellors/vendorsCommunicate with Regional Clinical Managers in regards to payment questions and special casesCreate spreadsheet to effectively track specific issues and concernsMaintain Issue Log for trend analysis of issues raised to Clinical Records Help DeskAudit files for Clinical time when there is a different paid amount than what was originally submittedCommunicate with Clinical Records team to gather information on different invoices informationSearch counsellors/vendors in Financial system to obtain payment information such as payment released dates, cleared datesForward payment notifications to counsellors/vendors if not receivedVerifying bank information with Accounts Payable and affiliate counsellors/vendors and send updates to NIR team to update provider profilesInform counsellors/vendors on the payment processes and outcome of investigationAct as a liaison between provider, RCM and organization contact person to secure info about additional hours for client and add in the systemEnsuring confidentiality is maintained in all aspects of workload while dealing with client, providers and/or other internal and external customersProcess invoices for payment and customer billing when requiredOther duties as assignedSucceeding as a Bilingual Help Desk Coordinator will require the following core qualifications and skills:The ideal candidate will have a College diploma in office administration, or relevant experienceBilingual fluency in English and French, including the ability to communicate at a professional level verbally and in writing in both languages3 years of administrative experience and/or 3 years of customer service experienceThe successful candidate will possess excellent customer service, exceptional administrative and organizational skills combined with strong problem solving and analytical skillsStrong computer skills including proficiency with Microsoft Excel, Word and OutlookStrong interpersonal skills, as well as strong written and oral communication skills, are essentialAbility to assess a situations, discover certain trends of issues encountered and recommend a plan of actionJob Grade: MS1About LifeWorksLifeWorks is a global leader in delivering technology-enabled solutions that help clients support the total wellbeing of their people and build organizational resiliency.By improving lives, we improve business. Our solutions span employee and family assistance, health and wellness, recognition, pension and benefits administration, retirement and financial consulting, actuarial and investment services.LifeWorks employs over 6,000 employees who work with some 24,000 client organizations that use our services in more than 160 countries.LifeWorks is a publicly traded company on the Toronto Stock Exchange (TSX: LWRK).For more information, visit lifeworks.com.Quick Apply

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