Job Summary
This role supports a global insurance client by handling workers compensation claims and providing empathetic customer service in a hybrid work model. The specialist reviews claim details updates records and communicates with claimants and internal teams in Spanish and English. The role focuses on accurate claim handling timely resolution and a positive service experience.
Responsibilities
- Handle end to end workers compensation claims by gathering details validating coverage and documenting every interaction to ensure accurate and timely case resolution
- Provide empathetic customer service by actively listening to injured workers employers and medical providers and offering clear explanations that reduce stress and confusion
- Review claim documents medical reports and wage information to determine compensability and benefits while maintaining compliance with company policies and applicable regulations
- Coordinate with internal teams such as claims examiners nurses and legal specialists to support thorough and fair claim decisions that align with organizational standards
- Update claim management systems with detailed notes payment information and status changes to maintain accurate records and enable effective reporting
- Communicate in Spanish and English with customers and stakeholders by phone email and chat to ensure clear understanding of claim status and next steps
- Resolve customer inquiries related to claim status payment schedules documentation requirements and policy coverage in a timely and professional manner
- Identify potential issues such as missing documents conflicting statements or unusual claim patterns and escalate them to appropriate specialists to mitigate risk
- Follow standard operating procedures quality guidelines and service level agreements to deliver consistent and reliable claims service across all assigned cases
- Support continuous improvement initiatives by sharing insights on recurring customer issues system gaps or process inefficiencies that may impact service quality
- Collaborate in a hybrid work environment by managing time effectively balancing remote and office tasks and ensuring availability during rotational shifts
- Adhere to confidentiality standards data privacy rules and ethical guidelines to protect sensitive customer and company information throughout the claims lifecycle
- Contribute to the company mission by helping injured workers receive timely benefits thereby supporting financial stability and wellbeing in the broader community
Qualifications
- Demonstrate proven experience in customer service roles handling complex inquiries and resolving concerns with patience professionalism and clear communication
- Apply working knowledge of workers compensation claims processes including intake investigation benefit calculation and ongoing claim maintenance
- Utilize strong Spanish reading writing and speaking skills to support customers and stakeholders who prefer or require communication in Spanish
- Exhibit familiarity with insurance or claims administration environments including basic understanding of regulatory expectations and documentation standards
- Use productivity tools and claim management systems with accuracy and attention to detail to minimize errors and rework
- Show strong problem solving skills by analyzing available information identifying appropriate next steps and following through to closure for each claim
- Display flexibility to work rotational shifts in a hybrid model while maintaining consistent service quality and meeting performance metrics
Certifications Required
Preferred certifications include certification in customer service or insurance claims such as AIC or similar recognized claims qualification
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
