BILINGUAL CUSTOMER SERVICE REPRESENTATIVE (HYBRID)

Green Shield Canada (GSC); Montreal; Hybrid; CAD 35,000 - 50,000; Full time

Job summary

Green Shield Canada seeks a dedicated Customer Service Representative to join their mission of improving health for all Canadians. This role involves delivering exceptional customer experiences and contributing positively to clients’ health journeys. Join a supportive work environment that values inclusivity and professional growth.

Qualifications

• Bilingual in English and French required.
• Experience in customer service and fast-paced environments.
• Ability to multitask and maintain accuracy under pressure.

Responsibilities

• Provide direct customer service to clients via phone and email.
• Review, assess, and adjudicate claims for multiple lines of business.
• Maintain a high level of customer service standards.

Skills

Communication

Customer Service

Problem Solving

Attention to Detail

Tools

MS Office

Web Browsers

Job description

WHO WE ARE
When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a not-for-profit with a mission to support better health for all Canadians.

We aren’t just a health and benefits company. We’re the only not-for-profit social enterprise that brings worlds of coverage and care together, all in one place.
We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.

Our mission is to create better health for all Canadians, and we know that starts with our employees.

THE ROLE IN A NUTSHELL

Come join GreenShield’s mission to create better health for all Canadians. As a Customer Service Representative, you will be on the frontline of our mission, providing exceptional customer experiences through respectful, polite, and empathetic contact via phone and email. Our hybrid work arrangement requires you to be in the office two designated days per week, as part of a growing team of bilingual employees across all our offices. This position will work rotating shifts between 8:00 am and 11:00 pm EST, Monday to Sunday.

Join us and you’ll get a chance to make a direct impact on the lives of Canadians every single day.

OVERVIEW OF RESPONSIBILITIES:

• Responsible for direct customer service to clients; who will consist of providers, plan members, and plan sponsors.
• Maintain a high level of customer service for inbound/outbound calls, emails, and other communication methods.
• Review, assess, and adjudicate submitted claims for multiple lines of business.
• Solid working knowledge of GreenShield's services and products, and provide recommendations of available services that will improve a member’s overall health.
• Responsible for accuracy and reconciliation of all client interactions and claim adjudication.
• Adhere to industry-standard and contractual key performance indicators (ex. handle time, client satisfaction scores, schedule adherence, and accuracy).
• Utilize all available technology to efficiently deliver an optimal customer experience.
• Application of internal policies and procedures.
• Perform other related duties as assigned.

WHO WE'RE LOOKING FOR

• Professional-level communication (spoken and written) in French and English is a requirement for this position.
• Ability to create delightful experiences at every interaction.
• Experience providing exceptional customer service and effective communication, that exemplify respect and courtesy in fast-paced environments.
• Strong attention to detail, striving for accuracy and first-call resolution.
• Maintain a positive problem-solving attitude during stressful situations.
• Experience performing in a collaborative team environment.
• Proficient in MS Office and web browsers (Chrome, Internet Explorer).
• Experience multitasking in a high-tech environment.
• Maintain a seated position for extended periods.

NICE TO HAVE

• Experience in multi-service lines.
• Healthcare, Pharmacy, Benefits Administration, or Insurance experience.

THE CULTURE

We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded.

Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter, and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives, and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a difference together.

Here’s to Better Health for All!

A FEW MORE DETAILS

Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.

GS supports diversity, equity, and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly with every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodations through [e-mail]. Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities, or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).