We’re looking for a MTM Intake Specialist to join our team at MBPS. This role is responsible for facilitating the claims initiation process, providing guidance to clients, and ensuring the efficient handling of claims-related inquiries. This role involves assisting clients with claim filing, managing communications regarding claim status, and supporting the completion of required documentation. The specialist will also handle calls during peak periods, monitor claim initiation progress, and contribute to process improvements.

Key Responsibilities: 

• Claim Initiation Assistance: Provides support for filing claims both online (walkthroughs, completing forms for clients) and on paper (guidance on form completion and distribution).
• Claim Status and Follow-up: Handles inquiries about claim status before approval, checks necessary information for approval, and follows up as needed; assists with questions about claim initiation paperwork (CIP).
• Call Management and Support: Manages calls during peak times for various lines (Retail/Group Core, Retail/Group Claims) and assists claimants with issues related to online triage "knock outs."
• Virtual Assessment Coordination: Handles scheduling and updates for Virtual Assessment Bookings, maintains a tracker, and provides insights and recommendations for process improvements.

Qualifications: 

• Knowledge Requirement: Familiarity with the JH Long Term Care Claim Process is essential.
• Non-negotiable Skillsets: Must possess skills in Retail Claims, Group Claims, and Store Front operations.
• Performance and Attendance Criteria: No attendance issues or NTEs/NOD for the past 6 months, not currently on a Performance Improvement Plan.
•  Experience: Must have at least one year of tenure in their current role.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].