Team Lead, Assistance

Job Description

<p><b>Join a team where your passion meets purpose! We're not just colleagues – we're enthusiasts who genuinely love what we do and make work enjoyable for everyone.</b></p><p><br></p><p>We're looking for an experienced professional to join our team as a <b>Team Lead</b> in Case Management & Operations. In this role, you'll provide operational oversight while developing the comprehensive leadership skills needed for future advancement. You'll work closely with our case management team, serving as a bridge between global healthcare providers and our clients while ensuring exceptional service delivery.</p><p><br></p><p>This is an excellent opportunity for someone who thrives in fast-paced environments, enjoys problem-solving, and is ready to grow into a permanent leadership position.</p><p><br></p><p><b>What You'll Do</b></p><p><b>Lead Day-to-Day Operations:</b></p><ul><li>Coordinate with global healthcare providers to gather documentation, reports, and invoices</li><li>Review case management guidelines and support team members in making coverage determinations</li><li>Keep clients informed on case progress and service delivery</li><li>Help contain costs by redirecting patients to in-network facilities and pre-negotiating claims</li><li>Handle escalations and serve as the go-to resource for team support</li><li>Maintain accurate records in our case management database</li></ul><p><b>Collaborate Across Teams:</b></p><ul><li>Partner with leadership and other departments to ensure seamless member experiences</li><li>Act as a liaison between assistance, case management, and claims teams</li><li>Provide backup support during high-volume periods or staff absences</li></ul><p><b>Develop Your Leadership Skills:</b></p><ul><li>Participate in structured cross-training and leadership development programs</li><li>Create team schedules and delegate tasks effectively</li><li>Monitor performance and identify opportunities for team improvement</li><li>Support onboarding and training of new staff members</li></ul><p><b>Maintain Compliance:</b></p><ul><li>Ensure all work complies with PIPEDA, HIPAA, and GDPR regulations</li><li>Document communications thoroughly to support complaint resolution</li></ul><p><br></p><p><b>What We're Looking For</b></p><p><br></p><p><b>Required:</b></p><ul><li>Post-secondary diploma/degree or equivalent work experience</li><li>3+ years of experience in case management, customer service, or healthcare operations</li><li><b>Bilingual proficiency in English and French</b> (written and spoken)</li><li>Demonstrated leadership experience (formal or informal)</li><li>Strong interpersonal and communication skills</li><li>Ability to work collaboratively and take initiative</li><li>Commitment to ongoing professional development</li></ul><p><br></p><p><b>Nice to Have:</b></p><ul><li>Experience in customer support and case management</li><li>Proficiency in Microsoft Office 365 (Word, PowerPoint, Excel)</li><li>Knowledge of insurance policies and coverage interpretation</li><li>Proven ability to motivate teams and work independently</li><li>Strong organizational skills and attention to detail</li></ul><p><br></p><p><b>Additional Notes</b></p><ul><li><b>Hours of Operation & Schedule Flexibility:</b> While core hours are Monday to Friday, 9 AM - 5 PM, this role requires flexibility to work extended hours, evenings, and weekends as needed, and the ability to adjust schedules for global time zones, peak volumes, and critical business demands.</li><li><b>Equipment & On-Call Availability:</b> A company laptop and cell phone will be provided. The Team Lead must be responsive to after-hours emergencies and urgent matters outside of regular business hours.</li><li><b>Work Arrangement:</b> Hybrid office model; work location within Canada only</li><li><b>Security Clearance:</b> Full background check and reliability clearance required</li></ul><p><br></p><p><b>What’s in it for you:</b></p><ul><li><b>Hybrid work environment</b></li><li><b>Excellent health benefits</b></li><li><b>Employee assistance program</b></li><li><b>Wellness account</b></li><li><b>RRSP matching</b></li><li><b>Minimum 3 weeks’ vacation</b></li><li><b>Generous amount of sick and flex days</b></li><li><b>Tuition reimbursement program</b></li><li><b>Opportunities to learn new skills, grow, and move into different roles</b></li><li><b>A work environment that embraces diversity and promotes inclusivity.</b></li><li><b>Supportive leadership prioritizes your success and cares about your well-being.</b></li><li><b>A growth trajectory designed to expand vertically and horizontally, providing opportunities to pursue your passions and acquire new skills.</b></li></ul><p><br></p><p>If you don’t meet every qualification listed, we encourage you to apply. At MSH Americas, we value diverse backgrounds, perspectives, and experiences. We are proud to be an equal opportunity employer committed to fostering an inclusive and supportive environment. If you require reasonable accommodations at any stage of the application process, our Human Resources team is here to support you.</p>