APS Coordinator

Accountabilities:

Coordinate and follow up on requests for Attending Physician Statements (APS) and other medical documentation to ensure reports are received within expected timelines.
Contact physicians, medical offices, healthcare facilities, and other relevant stakeholders by phone and through other communication channels to obtain outstanding information.
Research and identify accurate contact details for medical professionals and healthcare facilities using search engines, online directories, and available resources.
Maintain clear, complete, and accurate status notes in internal systems, capturing essential information from conversations quickly and efficiently.
Monitor outstanding files, identify delays or obstacles, and implement creative follow-up strategies to help secure overdue medical reports.
Manage a high volume of requests while balancing productivity targets, accuracy, quality standards, and customer service expectations.
Communicate professionally and effectively with customers and external stakeholders, responding to inquiries and providing appropriate updates on file status.
Organize and prioritize competing tasks and deadlines, ensuring requests are followed up on consistently and files progress efficiently.
Use Microsoft Office applications and internal computer systems to track requests, update records, and support daily operations.
Identify recurring challenges and opportunities to improve follow-up procedures, communication practices, and overall workflow efficiency.
Contribute to a collaborative team environment by maintaining professional communication, adapting to changing departmental needs, and supporting operational objectives.
Requirements:
High school diploma or equivalent; a college diploma, university degree, or relevant additional experience is preferred.
At least six months of professional work experience. Previous contact centre or customer service experience is an asset but not mandatory.
Previous experience coordinating APS requests or retrieving medical documentation is an advantage.
Strong telephone communication skills, with the ability to engage confidently and professionally with physicians, medical office staff, customers, and other stakeholders.
Excellent written and verbal communication skills, including the ability to capture key details accurately while conducting conversations and updating electronic records.
Strong research skills and resourcefulness, particularly when using search engines and online directories to locate healthcare providers and medical facilities.
Excellent organizational and time-management skills, with the ability to prioritize competing deadlines, manage multiple files, and meet productivity targets.
A results-oriented mindset, strong problem-solving abilities, and the initiative to find effective solutions for delayed or difficult-to-resolve requests.
High attention to detail and the ability to balance speed, accuracy, and service quality in a target-driven environment.
Proficiency in Microsoft Office, particularly Word, Excel, and Outlook, with the ability to learn new computer systems and technologies quickly.
Familiarity with medical terminology is an asset.
A customer-focused approach, with a genuine interest in assisting people and delivering responsive, professional service.
The ability to work independently and collaboratively in a fast-paced environment that may involve pressure, changing priorities, and competing deadlines.
Bilingual proficiency in French and English, both spoken and written, is mandatory for Quebec-based roles and considered an asset for positions elsewhere in Canada.
Availability to work remotely during standard business hours, generally from 9:00 a.m. to 5:00 p.m. Eastern Time, with some variation depending on departmental requirements.
Benefits:
Competitive hourly pay: CAD 19.35 per hour, with the final offer determined by relevant experience, education, and other applicable factors.
Permanent, full-time employment: An opportunity to build a stable career in insurance support and healthcare-related services.
Fully remote work: Work from home, offering flexibility and eliminating the need for a daily office commute.
Health and wellness benefits: Access to a benefits program designed to support employees and their families.
Retirement savings support: An employer RRSP matching program to help you plan for the future.
Employee stock purchase program: An opportunity to participate in a program supporting long-term financial planning.
Career development opportunities: Access to internal mobility and opportunities to grow within an established healthcare services organization.
Collaborative work environment: Join a diverse team that values respect, inclusion, teamwork, and continuous improvement.
Meaningful work: Contribute to processes that support healthcare documentation, insurance operations, and timely access to essential medical information.
Inclusive workplace: A commitment to equal opportunity, accessibility, and fair treatment throughout the employment lifecycle.