Bilingual Claims Support Specialist

Seeking Bilingual Claims Support Specialists to support a high-profile claim processing initiative, reporting directly to the Senior Manager of Advisory. Independent contractors in this role will work both autonomously and collaboratively within a fast-paced, structured team environment to ensure accurate, timely, and efficient claims processing, while also responding to claimant inquiries with empathy, professionalism, and a commitment to service excellence.

This position blends technical expertise with emotional intelligence, requiring professionals who can manage sensitive inquiries, process documentation with precision, and engage empathetically with claimants who may face barriers due to trauma, mental health challenges, or poverty. While the nature of the work is emotionally charged, it is also mission-driven, time-sensitive, and results-oriented.

Successful candidates will demonstrate strong communication, adaptability, and integrity, balancing empathy with efficiency to deliver high-quality claim resolutions. This is an opportunity to create meaningful impact while maintaining professionalism, discretion, and accountability in all interactions.

Note to Applicants: This role will require the review of materials of a highly sensitive nature, that may include descriptions of physical and sexual abuse, racism, self-harm, and other triggering materials. Applicants are encouraged to consider whether such topics will be significantly distressing or upsetting for them

In this role you will work full time on a 3 month assignment, earning a pay rate of $23.00 per hour, and work in support of our client's Toronto ON office.



Advantages
- Contract Duration: 3-month renewable contract
- Salary: $23 per hour
- Location: Toronto, Ontario
- Work Mode: Hybrid (minimum 3 days in-office, 2 days remote)
- Schedule: Full-time (standard office hours)

Responsibilities
Call Centre Responsibilities:

Respond to incoming calls with empathy, professionalism, and discretion.
Provide accurate information about the claims process while strictly adhering to confidentiality protocols.
Escalate high-risk or complex cases to appropriate internal channels as needed.
Maintain detailed and objective call notes in the system for documentation and audit purposes.

Expectations:
Emotional resilience in managing difficult conversations, potentially involving traumatic events.
Maintain composure, neutrality, and supportive tone at all times.
Ability to navigate the conversation to quickly provide an answer/resolution for the call.
Adhere to scripting guidelines without sounding robotic—balancing compliance with a human touch.
Attending regular debriefings and mental wellness check-ins.

Support Tickets Responsibilities:
Triage, assign, and resolve client or internal inquiries submitted via ticketing systems.
Identify sensitive cases that may require escalation or prioritization.
Ensure timely, respectful, and comprehensive responses are logged and tracked.

Expectations:
Demonstrate discretion and thoughtfulness in written communication.
Flag concerning trends or repeated issues to leadership for proactive intervention.
Maintain accurate records and follow up on unresolved tickets within set timelines.
Attending regular debriefings and mental wellness check-ins.

Claims Coding and Claims Quality Checks Responsibilities:

Code claim details based on policy documentation, accurately capturing sensitive or traumatic descriptions without alteration or bias.
Conduct quality assurance checks to ensure completeness, accuracy, and compliance with internal and regulatory standards.
Identify inconsistencies or red flags and raise them for investigation or review.

Expectations:
Display strong attention to detail and maintain zero tolerance for errors or assumptions.
Handle potentially distressing content with professionalism and without personal judgment.
Contribute to continuous improvement by providing feedback on coding inconsistencies or process gaps.
Maintain psychological safety by taking breaks and utilizing support resources as needed.
Attending regular debriefings and mental wellness check-ins.

Qualifications
Education/Work Experience

1+ year of experience communicating with clients / patients / or stakeholders over the phone
Experience in data entry
Ability to speak an Indigenous language (i.e., Cree languages, Inuktitut, Ojibway etc.) is considered an asset
Knowledge of Indigenous culture is an asset
Must be fluent in communicate with French/ English speaking clients located outside Quebec on a regular basis

Technical Skills
Proficiency in Microsoft Office suite including Outlook, Word, and Excel
Experience using a VOIP / Internet phone service is desirable

Other Skills
Primary Administrative Duties

Managing Correspondence: Handle incoming and outgoing mail, email, faxes, and phone communications. Ensure calls, supports tickets and claims are processed promptly and directed appropriately.

Data Entry & Verification: Enter, review, and verify data from electronic and paper forms into a standard database. Maintain accuracy and confidentiality in all input.

Document Processing & Organization: Scan, file, and store sensitive materials securely. Organize physical and digital records to ensure efficient retrieval when needed.
Claimant Support & Communication

Phone Assistance: Answer incoming calls in a professional and empathetic manner, assisting claimants and representatives with inquiries related to their claims and the claims process.

Outbound Calls & Follow-ups: Contact class members to obtain necessary documentation, confirmations, or additional details required to process claims efficiently.

Claim Status Notifications: Prepare and send notifications regarding claim status, review decisions, and next steps. Ensure information is conveyed clearly and respectfully.

Multi-channel Communication: Engage with claimants and representatives through phone, email, fax, and mail to ensure consistent and transparent communication.
Ensuring Ethical & Professional Standards

Maintaining Compliance: Ensure adherence to company policies, privacy laws, and regulatory requirements when handling claimant information.

Delivering High-Quality Work: Maintain precision and attention to detail when processing claims, data, and correspondence.

Handling Sensitive Interactions: Approach conversations with claimants and representatives with empathy, patience, and professionalism, recognizing the emotional weight of certain claims, while also meeting expectations of project deliverables and timelines.

Summary
If you are interested in the Bilingual Claims Support Specialist position in Toronto, please apply online today or by email with the job title in the subject line to: marie.thiers@randstad.ca

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.