Bilingual Triage Specialist
Europ Assistance Canada, part of Generali Group, is looking for a bilingual Triage Analyst to join their Travel Assistance team. This role involves monitoring and triaging claims, providing professional communication to clients, and collaborating with internal stakeholders to ensure efficient workflow.
Responsibilities
- Demonstrate the ability to organize and prioritize work effectively
- Monitor and triage multiple shared (generic) claims and service email inboxes
- Review and triage claim documents for completeness and accuracy
- Review, prioritize, and route incoming emails to the appropriate teams or systems
- Respond directly to client emails within service-level timelines, providing clear, professional communication
- Identify urgent or sensitive items and escalate appropriately
- Set up manual claims in the claims system when required
- Process simple/fast-track claims from intake to closure following internal guidelines
- Close claims in compliance with applicable provincial regulations and internal policies
- Request any missing or outstanding information needed to proceed with a claim
- Make occasional outbound calls to clients to obtain missing details or clarify documentation
- Make calls to doctor’s offices and pharmacies for medical records
- Provide friendly, empathetic communication that supports a positive client experience
- Policy cancellation requests
- Work collaboratively with Claims Administrators, Customer Service agents, and other internal stakeholders to ensure efficient workflow
- Flag issues, discrepancies, or trends that may require operational attention
- Support departmental initiatives aimed at improving efficiency, accuracy, and client satisfaction
- Protects the client’s privacy and confidentiality according to the established guidelines
- Professional and positive attitude is required
Skills
- Post secondary education
- Experience in insurance, claims processing and customer service
- Strong organizational skills with the ability to handle high-volume inboxes and multitask effectively
- Excellent written and verbal communication skills
- High attention to detail and accuracy when reviewing documents and setting up claims
- Ability to work independently and within a team environment
- Superior oral and written communication skills
- Knowledge of travel insurance products
- Fluency in English and French
- Previous experience is preferred
Benefits
- 5% bonus
Company Overview