NIHB Client Services Coordinator

Schedule: Monday to Friday, Daytime Hours (8:30 AM – 4:30 PM)

At Home Health Store Inc., we believe dependable healthcare access builds stronger communities.

For over 20 years, our team has proudly supported First Nations, Métis, and Inuit communities, nursing stations, health centres, pharmacies, and individuals across Alberta and Canada.

We specialize in helping clients and remote clinics navigate healthcare benefit programs to ensure they receive essential medical products without unnecessary delays or coverage interruptions.

If you are organized, compassionate, and looking for a meaningful career where your daily work directly impacts community care, we’d love to have you on our team.

As our NIHB Client Services Coordinator, you will be the primary point of contact for health directors, community nurses, clinic coordinators, and individual clients navigating the Non-Insured Health Benefits (NIHB) program.

This is a dynamic, hands-on role based out of our Edmonton office.

It blends program administration, empathetic customer care, specialized product sourcing, and physical fulfillment (picking and packing community orders), alongside occasional outreach at healthcare conferences and community gatherings.

• Community Guidance & Program Navigation: Work directly with health centres, nursing stations, and individual clients to guide them through NIHB coverage criteria, required documentation, and prescription approvals.
• NIHB Wound Care & File Tracking: Manage active wound care files with close attention to timelines (such as 30-day acute and 90-day chronic windows), coordinating proactive renewals with clinic nurses to prevent coverage gaps.
• Specialized Product Sourcing: Research and source specialized, clinic-requested, or hard-to-find medical items—from daily clinical treatment supplies to unique client care equipment—confirming pricing, availability, and vendor delivery timelines.
• Hands-On Fulfillment & Shipping: Enter approved orders into our system, pick and pack supplies accurately, prepare freight/courier labels, and track shipments destined for community health centres and remote nursing stations.
• Billing & Claims Administration: Prepare, submit, and track claims through NIHB portals; resolve claim rejections or documentation requests; maintain organized, audit-ready digital and paper files.
• Community Visits, Education & Events: Maintain strong, respectful relationships by traveling to partner First Nations communities to connect in person with health centre teams and nurses; deliver educational sessions on product usage and NIHB coverage guidelines; and periodically represent Home Health Store at Indigenous health conferences and tradeshows (including booth setup and attendee engagement).
• Cross-Team Collaboration: Support our store team during peak periods by answering incoming phone calls and assisting walk-in retail clients when needed.

• Strong Relationship & Communication Skills: Exceptional written and phone communication, with an empathetic, culturally respectful approach when working with Indigenous communities, nurses, and elders.
• Exceptional Organization & Detail Orientation: Comfort tracking multiple client files, strict program deadlines, and detailed medical paperwork simultaneously.
• Resourcefulness & Problem-Solving: A proactive mindset when sourcing unique products, deciphering clinical notes, or resolving billing portal questions.
• Physical Capability: Ability to comfortably handle the hands-on warehouse and fulfillment side of the role (lifting, picking, packing, and preparing boxes/shipments)
• Technical Aptitude: Comfort navigating databases, order management software, web billing portals, and standard office tools.
• Assets (Valued but Not Mandatory): Prior experience navigating the NIHB program, medical supply familiarity, pharmacy/clinic coordination experience, or working closely with Indigenous communities and remote health centres. Full training will be provided to the right candidate.

• Predictable, Family-Friendly Schedule: Consistent Monday to Friday daytime hours (8:30 AM – 4:30 PM)—no evenings or regular weekends.
• Health Spending Account (HSA): Comprehensive employer-funded health spending support following your 90-day probationary period.
• RRSP Matching Program: Company-matched retirement savings plan after one year of continuous employment.
• Paid Time Off: Paid vacation time plus paid sick/personal appointment time per company policy.
• Staff Discounts: Generous cost-pricing discounts on store products for you, plus friends-and-family savings.
• Purpose-Driven Work: A supportive, tight-knit, family-owned working environment where your contributions directly support community health and wellness.

Expected hours: 40.0 per week

• Casual dress
• On-site parking
• Paid time off
• RRSP match
• Store discount

Application question(s):

• Why do you feel your skills and background make you a strong fit for our NIHB Client Services Coordinator position?