Claims Service Representative - Jobs in Winnipeg, MB

Job Description

This job opportunity is being advertised on behalf of the following organization and is not a Manitoba government civil service position.Claims Service RepresentativeCSR Claims Service RepresentativeRegular/full-timeWorkers Compensation BoardClaims Service CentreWinnipeg MBAdvertisement Number: 2201Salary(s): CSR $51,962.00 - $64,950.00 per yearClosing Date: February 8, 2022The Manitoba government recognizes the importance of building an exemplary public service reflective of the citizens it serves, where diverse abilities, backgrounds, cultures, identities, languages and perspectives drives a high standard of service and innovation. The Manitoba government supports equitable employment practices and promotes representation of designated groups (women, Indigenous people, persons with disabilities, visible minorities).Employment Equity is a factor in selection for this competition. Consideration will be given to women, Indigenous people, visible minorities and persons with disabilities.This is a courtesy posting on behalf of the Workers Compensation Board.To Apply for this position candidates MUST complete the application through the Workers Compensation Board website.**CLICK HERE FOR THE WORKERS COMPENSATION BOARD WEBSITE**The Claims Service Representative (CSR) is an introductory position that provides the knowledge and experience necessary to move into a variety of different roles within the WCB. The WCB believes strongly in career development and promoting from within, and a significant number of CSRs begin their career.Conditions of Employment:

• Must be legally entitled to work in Canada
• A satisfactory Criminal Record Check

Qualifications:Essential:

• Completion of a two (2) year diploma in a related discipline (Business Administration)
• Minimum two (2) years experience interpreting and applying processes and procedures to manage and resolve customer inquiries/comcerns
• Typing speed of 35 w.p.m. (error rate less than 5%)
• Knowledge of customer service principles and practices
• Proficency in the use of personal computers and software in Windows environment
• Excellent customer service skills including the ability to manage potentially confrontationa situations with tact and diplomacy
• Well-developed verbal and written communication skills to deal with internal and external stakeholders
• Ability to interpret and apply processes and procedures including those relatied to WCB Adjudication and Case Management
• Ability to obtain, assess, and evaluate information through claim file review, listening and/or questioning in order to problem solve and support decision making
• Ability to perform detailed and accurate work in a fast paced environment
• Ability to work independently and as part of a team

Desired:

• Customer service experience in a call centre environment including knowledge of call centre telephoney and technology
• Knowledge of advanced communication skills such as active listening and de-escalation techniques
• Ability to communicate proficiently in both official languages (English & French)

Duties:The Claims Service Representative is responsible for creating new claim files, ensuring Workers Compensation coverage, accepting specific no time loss claims, and managing each inquiry to a resolution that provides for customer satisfaction and meets organizational standards and objectives. Uses effective listening and questioning techniques to determine each customers need(s); identifies, evaluates and determines alternatives to problem solve. When unable to resolve an inquiry prior to the end of the call, takes steps necessary for resolution immediately following the call or arranges for an Adjudicator or Case Manager to resolve on a timely basis.Follows established procedures to create new claim files, input data, search the database, and verify and collect information by calling for, or requesting reports from injured workers, employers and healthcare providers. Notifies and appropriate internal parties at time of reporting of a serious accident or fatality.Follows department standards for gathering, reviewing, and assessing information to establish Workers Compensation coverage for new claims, communicating decisions to affect parties where appropriate and referring to the Supervisor or Assessment Services in cases where further action is necessary.Accepts no time loss claims (Complexity A) within defined parameters. Claims requiring further investigation or approval are forwarded to Adjudicators for review.Utilizes each inquiry as an opportunity to address customer concern(s) and anticipate future needs, review outstanding or future claim file tasks when appropriate.Identifies workers in crisis and refers to an appropriate WCB resource.Reviews the claim file and approves medical expenses within specified guidelines and authority levels. Manages claim ownder aproved wage loss issues. Refers inquiries that are highly unsusal, complex or above authority levels to the appropriate Adjudicator or Case Manager.Updates claim files as part of each call; clearly documents customer communication including any information gathered, entitlement decisions made, actions taken and claim tasks created.Provides coverage at the main reception desk.Completes statistical coding of claims within quality and timeliness standards.Performs other related duties as assigned.Apply to:Advertisement # 2201Workers Compensation Boardc/o Julie Kulik333 BroadwayWinnipeg , R3C 4W3Phone: 204-954-4290Fax: 204-954-4447Email: wcbhr@wcb.mb.caThis is a courtesy posting on behalf of the Workers Compensation Board.To Apply for this position candidates MUST complete the application through the Workers Compensation Board website.**CLICK HERE FOR THE WORKERS COMPENSATION BOARD WEBSITE**Applicants may request reasonable accommodation related to the materials or activities used throughout the selection process. When applying to this position, please indicate the advertisement number and position title in the subject line and/or body of your email. Your cover letter, resumé and/or application must clearly indicate how you meet the qualifications.Please be advised that job competitions may be grieved and appealed by internal applicants. Should a selection grievance be filed, information from the competition file will be provided to the grievors representative or the grievor, if unrepresented. Personal information irrelevant to the grievance and other information protected under legislation will be redacted.We thank all who apply and advise that only those selected for further consideration will be contacted._Quick Apply

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