Remote Patient Support Representative – Healthcare

About the Company

Sun Life Financial is a leading international financial services organization providing a diverse range of insurance, wealth, and asset management solutions to individuals and corporate clients. With a rich history spanning over 150 years, we are committed to helping our clients achieve lifetime financial security and live healthier lives. We foster a culture of innovation, collaboration, and client-centricity, empowering our employees to make a meaningful impact.

Job Description

Are you passionate about helping others and thrive in a supportive, remote environment? Sun Life Financial is seeking dedicated Remote Patient Support Representatives to join our growing healthcare team. In this pivotal role, you will be the first point of contact for patients, providing empathetic support, guiding them through healthcare processes, and ensuring their inquiries are resolved efficiently and kindly. This is a fantastic opportunity to contribute to patient well-being from the comfort of your home, making a real difference in people’s lives.

Key Responsibilities

• Provide professional and empathetic support to patients via phone, email, and chat, addressing inquiries related to their health plans, benefits, and services.
• Guide patients through complex healthcare processes, including claims submissions, appointment scheduling, and understanding medical billing.
• Accurately document all patient interactions and maintain comprehensive records in the CRM system.
• Collaborate with internal teams, including clinical staff and benefit specialists, to resolve patient issues and escalate complex cases as needed.
• Educate patients on available resources, wellness programs, and preventive care options.
• Adhere to all privacy regulations (e.g., PHIPA, PIPEDA) and company policies to ensure patient data confidentiality.
• Continuously update knowledge on health plans, services, and industry changes to provide accurate information.
• Participate in ongoing training and development programs to enhance skills and service quality.

Required Skills

• Minimum 1 year of experience in a customer service or patient support role, preferably in a healthcare setting.
• Excellent verbal and written communication skills in English and French (bilingualism is a strong asset for Montreal).
• Proficiency with CRM software and standard office applications (Microsoft Office Suite).
• Strong active listening skills and ability to empathize with patients facing health challenges.
• Exceptional problem-solving abilities and attention to detail.
• Ability to work independently in a remote setting while maintaining high productivity and quality standards.
• High-speed, reliable internet connection and a dedicated, quiet home office space.

Preferred Qualifications

• Post-secondary education in healthcare administration, social sciences, or a related field.
• Experience with health insurance plans or employee benefits administration.
• Familiarity with medical terminology.
• Previous experience working remotely.

Perks & Benefits

• Competitive hourly wage with performance incentives.
• Comprehensive health, dental, and vision benefits package.
• Paid time off and holidays.
• RRSP (Registered Retirement Savings Plan) contributions.
• Opportunities for career growth and professional development.
• Employee wellness programs and mental health support.
• Work-from-home flexibility and equipment provided (computer, headset).

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