Quality Control Coordinator

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

This is a Temporary Contract Position for 1 Year

Digital Mail Services is responsible for the intake health and dental claims received from across Canada, and the preparation of these documents for processing by the Health and Dental department. To this end, the Quality Control Coordinator plays a key role in ensuring effective digital imaging and indexing documents correctly and efficiently. The successful applicant will be responsible for monitoring production and quality metrics of approximately 20 staff, monitoring workflow, resolving mechanical and systems issues, and liaising with the Team Leader and with business partners to achieve our Service Level Agreements.

What will you do?

• Monitors and manages workflow

• Corrects claims packages that encounter errors

• Delivers high-energy training and support to department staff, to improve performance and to motivate employees to be successful

• Acts as subject matter expert and resource for staff

• Troubleshoots system or other miscellaneous issues, escalating to the appropriate authority as needed

• Reports matters of interest or concern to Team Lead and/or Business Analysts as required

• Maintains department databases and spreadsheets

• Reviews and revises process documentation

• Participate in, facilitates and leads Brighter Way initiatives, including team huddles, prioritization meetings and problem solving meetings

From time to time, the Quality Control Coordinator may be required to perform other duties, including but not limited to:

• Providing back-up assistance to the Team Lead when he or she is out of the office

• Implementing and monitoring production and quality improvement projects

• Modifying and repairing department databases and spreadsheets

What do you need to succeed?

• Collaborates effectively with other team members and other departments

• Communicates confidently both verbally and in writing in English and/or French

• Focuses on the customer

• Takes accountability for own actions

• Understands our business and how our processes affect the Group Benefits line of business

• Able to work within structured supervisory guidelines

• Able to maintain a high level of productivity, accuracy and attention to detail at all times

• Able to recognize opportunities to initiate change that will increase the department’s efficiency

• Flexible, adaptable, and able to quickly learn new tasks

• Able to work in a fast-paced environment of multiple priorities and conflicting deadlines

• Able to work independently with minimum direction and frequent interruptions

• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide

Skills/Assets:

• Intermediate time management skills

• Intermediate multi-tasking ability

• Intermediate comprehension of Microsoft Excel and Microsoft Access

Notes/Unique Requirements:

• RCMP security checks (including two valid photo ID’s, fingerprinting) required

• Digital Mail Services operates Monday through Friday, 7:30 AM to 3:30 PM

Reasons why you should join us under the Sun:

• Being a member of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives

• A caring, supportive, and inclusive culture • A collaborative and interactive team environment

• Working together, sharing common values, and encouraging growth & achievement

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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