Intake coordinator

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Job Detail

  • Job ID 13248

Job Description

The Intake Coordinator works collaboratively with team members to provide administrative support to the client’s Intervention, Disability Claims, Occupational Claims, and Claims Support Services departments. They are required to review and electronically file incoming documentation, initiate service setup in the case management systems, and provide ongoing support while maintaining a high level of accuracy and efficiency.

  • Demonstrates exceptional customer service skills and builds/maintains excellent relationships with clients and various stakeholders.
  • Enters information into systems with a high-level of accuracy and demonstrates exceptional attention to detail.
  • Responds to all emails and voicemails within 24 hours.
  • Successfully follows all internal procedures for documentation management. Where scenarios fall outside the norm, consults with a Team Lead, Supervisor, or other senior staff person to determine any relevant modifications to standard process.
  • Works collaboratively with team members to ensure that Outlook mailboxes are managed appropriately with the expectation that they will be cleared by end of day. (dependent on volume per day)
  • Provides input where inefficiencies are identified to rectify adverse outcomes from occurring or to simply increase efficiency.


Responsible for monitoring emails and faxes within the assigned administrative mailbox on a consistent basis.

  • Determine the appropriate file location/or setup of new client file/services when required along with assignment.
  • Review information received and identify inaccuracies or missing information to relay to the individual assigned to the file.
  • Review policy information to confirm insurance coverage for each new client file created.
  • Ensures that guidelines are followed, so that all relevant file information from documents received are accurately charted and entered into the appropriate fields in the proprietary disability management system.
  • Utilize internal naming conventions to appropriately name and file documentation as well as attaching the documentation to the appropriate file.
  • Responds to all emails and voicemails received.
  • Assists with providing coverage for incoming calls and other team members as needed.
  • Any further administrative duties as deemed required by the leadership team.
  • Communicates in a professional manner with all outside contacts, ensuring that only allowable information is released to recognized recipients by adhering to the requirements of the company’s Privacy Policy and the Confidentiality Policy.

Education & Experience

  • 1-2 years previous administrative experience. (Health, Insurance, or Disability related field an asset)
  • Competence in Microsoft Excel, Outlook and Word
  • Administrative Post-Secondary training is an asset

Knowledge, Skills & Attributes

  • Exceptional attention to detail
  • Client-focused customer service skills
  • Team oriented skills
  • Excellent communicator
  • Time-management

The Perks

In addition to becoming part of a creative, challenging, and stimulating work environment, we also offer:

  • A competitive salary & benefits program
  • paid time off, including flex time
  • Education assistance
  • Registered Retirement Savings Plan (RRSP) with employer matching
  • Participation in our Happy Friday program
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