Bilingual Customer Service Representative- 12 months contract - Express Scripts Canada

Cigna; Toronto; On-site; CAD 40,000 - 55,000; Full time

Job summary

A Cigna company, Express Scripts Canada, seeks a Bilingual Customer Service Representative for a 12-month contract. The role involves responding to health care provider inquiries, ensuring effective communication, and providing exceptional customer service in a fast-paced environment. The ideal candidate will be bilingual in English and French and possess strong interpersonal skills, aiming to deliver prompt and professional support.

Benefits

Competitive salary and benefits package

Positive work environment

Flexible working hours

Qualifications

• Minimum 1 year of experience in a call center or customer service role.
• Bilingual in English and French is required.
• Ability to work flexible hours, including evenings and weekends.

Responsibilities

• Respond to inbound calls from health care providers.
• Provide information on eligibility and claims inquiries.
• Collaborate with internal teams to resolve issues.

Skills

Communication

Problem-solving

Interpersonal Skills

Flexibility

Tools

MS Office

Job description

Bilingual Customer Service Representative - 12 months contract - Express Scripts Canada

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Express Script Canada is looking for Bilingual Customer Service Representative to work within our inbound Provider Call Centre. The ideal candidate must be able to work up to 35 hours per week and be flexible working afternoons and evenings, as well as occasional weekends and holidays.

The Provider Call Centre is the main venue for communication between providers and Express Script Canada regarding day-to-day claims adjudication queries. The Customer Service Representatives reflect Express Script Canada’s commitment to accessibility and responsiveness to providers. This position is instrumental in meeting contractual objectives and service levels.

Key Responsibilities:

Respond to inbound calls from a variety of Health Care Providers

Respond to inquiries regarding eligibility of health care benefits (Dental, Pharmacy, Medical Supplies and Equipment, Extended Health, Vision Care and Mental Health Counselling) and claim inquiries

Identify and assess the caller’s needs to provide resolution

Provide accurate, and complete information in a prompt and professional manner

Provide technical support where required to assist providers with electronic claims submissions

Collaborate with other internal teams & departments

Communicate effectively and efficiently

Provide a world-class customer service experience with every interaction

Other duties as assigned

Please note this role requires flexible availability and may include weekend shifts. The Call Centre hours are Monday to Friday, 6:30am to midnight and weekends and holidays, 8:00am to midnight.

Qualifications:

A minimum of 1 year of prior experience in a call center or customer service role

Excellent verbal and written communication skills

Strong interpersonal skills with the ability to work independently and within a team environment

Problem-solving skills

Flexibility in working days, evenings and holidays

Skilled in MS Office (Word, Excel, Outlook), along with strong keyboarding skills

Bilingualism, English and French, is required

NOTE: Internal candidates should apply before June 9, 2025.

Express Scripts Canada is a Cigna company

Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.

About Express Scripts Canada

Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.

It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.

We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.

We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.

Cigna is an American worldwide health services organization based in Bloomfield, Connecticut.

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