Manager, Insurance Administration
Doctors of BC
Vancouver, BC, CAN
4d ago

Our vision is to promote a social, economic, and political climate in which members can provide the citizens of BC with the highest standard of health care, while achieving maximum professional satisfaction and fair economic reward.

Recognized for outstanding employee engagement and a 'high-trust' culture, it’s our people and the spirit they bring to the workplace that makes us such a Great Place to Work.

Together, we make a difference so our doctors can make theirs.

THE TEAM : Members Products and Services

The Members’ Products & Services department provides our members exclusive discounted consumer products and services to members.

We focus on three product areas : insurance, telecommunications and Club MD, which is a members’ discount program providing deals on travel, entertainment and more.

Along with these products, our service includes licensed, non-commissioned advisors who provide unbiased life and health insurance advice to members in no-

cost consultations throughout the province. Our teams of administrators supporting each program offer one-on-one assistance for members, and make every effort to find the best solutions, efficiently resolve issues, and strive to provide an excellent service experience.

THE JOB : Insurance Administration Manager

Reporting to the Executive Director, Members’ Products & Services, the Insurance Administration Manager is responsible for providing leadership and management direction to the Insurance Administration Team, which fulfills the ongoing administration of Doctors of BC’s proprietary insurance programs.

The Manager will lead process design optimization and innovation for Insurance Administration team, and act as a process design consultant to the full Insurance team within Member’s Products & Services.

The Manager will work alongside the Executive Director to establish departmental processes designed to ensure consistently high standards of execution and service delivery to Members.

The Manager will work with the other Insurance Managers to monitor performance and evaluate member feedback to develop quality improvement processes.

The Insurance Administration Manager will oversee administration as relate to proprietary program campaigns, events, related document management, carrier follow-

up, and member communications.

The Manager will be responsible for fostering strong relationships with the Insurance Advisor and Advisory Services teams, as well as strong insurance carrier relationships to ensure smooth process functions.

The Insurance Administration Manager will participate in collaborative projects alongside insurance units in other Provincial and Territorial Medical Associations across Canada.


Key Responsibilities & Duties

1. Manages the Insurance Administrators to meet corporate goals and objectives in delivering high quality of service to Doctors of BC’s members and customers.

Manages the Insurance Administrators to meet corporate goals and objectives in delivering high quality of service to Doctors of BC’s members and customers

  • Fostering employee engagement and development through regular feedback.
  • Ensuring employees are properly cross-trained on all services / programs in order to provide high quality service to the Association’s members within a team environment.
  • Monitoring customer service to members and to stakeholder clients both internally and externally, to ensure service meets required standards.
  • Reviewing program processes and recommending improvements while incorporating employee feedback.
  • Reviewing work outputs, documentation, correspondence, and member communications to ensure standards for timeliness, accuracy, completeness and empathy are met.
  • Responding to physician questions and complaints and escalating appropriately as necessary.
  • Monitoring employee performance in conjunction with the Executive Director, Members’ Products and Services.
  • Conducting hiring and performance evaluation.
  • 2. Provides workflow co-ordination and direction including :

  • Scheduling monthly activities for the team, including workload distribution, assignment of adhoc projects and ongoing member communication cycles.
  • Responsibility for reporting on team workload metrics, turn-around times, and service standards adherence.
  • Provides direction and training; optimizes team processes and procedures.
  • Oversees and optimizes team’s interaction with and support of Advisors. Works closely with Business Development Manager to standardize work and types of interactions between teams to maximize efficiency.
  • Oversees proprietary insurance campaigns and member communications to ensure messages are compelling, clear and professional.
  • 3. Insurance department process design expert :

  • The Manager will be responsible for overseeing process design in the Insurance Administration team, and acting as a resource to support process design evaluation and continuous improvement across the Insurance Department.
  • Has responsibility for leading ongoing process improvement monitoring and enhancement within Insurance Department. This will require close work with other Insurance Managers in developing policies, training, and monitoring to ensure consistent process design, evaluation, monitoring and enhancement practices.
  • Responsibility to ensure processes are efficient and cost effective across the Insurance department. To work with the Executive Director and other Insurance Managers to simplify and streamline processes without adversely impacting the member experience.
  • Ensure consistently high performance and spearhead continuous quality improvement processes while collaborating closely with the Executive Director and other Insurance managers in implementing enhancement.
  • 4. Other related duties :

  • Liaises with Insurance Program Technical Specialist, Insurance Administration Manager and Business Development Manager on department communications, processes, marketing and events.
  • Conducts presentations to various medical student, resident and practicing physician groups to showcase Doctors of BC insurance offerings and drive member participation.
  • Manages relationships and liaises between provincial medical associations on best practices and marketing initiatives.
  • Manages relationships with Insurance Carriers on best practices for improved processes and communication flow.
  • Other duties as required.

  • Bachelor’s Degree in Business Administration, Business Management or related field
  • 7 or more years of related work experience with 3 5 years in a leadership / supervisory role
  • The following designation would be an asset CEBS, GBA, or CLU would be an asset
  • Previous Insurance Industry experience would be an asset
  • Strong leadership and management skills.
  • Demonstrated commitment to fostering employee engagement and trust.
  • Strong service delivery experience and understanding of monitoring service delivery through a client / member experience lens.
  • Background in lean process design and lean process improvement is an asset.
  • Thorough product knowledge of individual life insurance and living benefits; able to present insurance concepts and solutions.
  • Excellent communication, organizational, interpersonal and presentation skills.
  • Ability to perform multiple tasks, balance priorities and meet deadlines.
  • Position involves some evening and weekend work.
  • Doctors of BC has just been named one of BC’s Top Employers for 2019 by the editors of the Canada’s Top 100 Employers Project.

    We were also named Canada’s #10 Top Employer by Great Place to Work for 2019’s Top 50 Employers in Canada!! Learn More Here!

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