Bilingual Member Experience Representative

GroupHEALTH Benefit Solutions; Canada; Remote; CAD 47,000 - 49,000; Full time

Benefits offered by this job

Extended health and dental

RRSP matching

Flexible work options

Paid time off

Job summary

GroupHEALTH Benefit Solutions is seeking a Bilingual Member Experience Representative who will engage with plan members and providers via phone, email, and chat in a remote setting. Reporting to a Supervisor, Member Experience, you will discuss benefits coverage and claim status during the 8am–8pm EST schedule, Monday through Friday.

You will complete virtual training in the first month to become a subject matter expert, handling inquiries with care and efficiency.

Qualifications

• 1+ years of experience in a customer facing role.
• Bilingual French is a bonus and a plus for written and verbal communication.
• Strong communication and problem solving in a corporate setting.

Responsibilities

• Deliver a positive customer experience and advocate for the customer.
• Multi-task and manage workload effectively.
• Remain resilient after challenging customer interactions while staying professional.
• Model a positive, team-oriented approach and support business needs.
• Contribute to solutions and team functions.
• Provide elevated support for all client inquiries.

Skills

Excellent communicator

Team player

Active listener

Tech-savvy

Job description

About GroupHEALTH

At GroupHEALTH, we're proud of the work we do – but it's how we do it that truly sets us apart. We're a fast-moving, ever-evolving, stable organization with deep roots and a bold vision: to transform the way Canadians experience benefits. We combine agility with long-term stability to create meaningful impact. Here, you'll find more than just a job. You'll find a purpose-driven, people-first culture where kindness, collaboration, and curiosity thrive. Whether you've been here fifteen years or fifteen days, you'll notice right away – our people are genuinely invested in one another's success and delivering exceptional experiences to our clients and plan members.

Bilingual Member Experience Representative

The Bilingual Member Experience Representative will interact with Plan Members and their chosen dental and paramedical healthcare providers via phone, email, and online chat in a call center setting. Reporting into a Supervisor, Member Experience, you will create engaging and efficient customer experiences, primarily discussing the details of benefits plan coverage and the status of claim submissions. This is a full-time, remote, Monday to Friday opportunity, with shifts scheduled during our operating hours of 8am-8pm EST.

What To Expect

In your first month, you will complete training in a virtual environment covering all the processes, products, and procedures needed to become a subject matter expert in your new role.

What You'll Do

• You understand the importance of delivering a positive customer experience and act as an advocate for the customer.
• You are a multi-tasker who also manages your workload effectively.
• You are resilient. You can move forward after a challenging customer interaction and maintain a professional and engaged environment.
• You are a positive role model who supports the needs of the business in the presence of your peers and our clients.
• You contribute to solutions and add to the team functions.
• You provide elevated support for all client inquiries.

What We're Looking For

• You are an excellent communicator in a corporate setting.
• You are a strong listener and a team player.
• You work to understand the customer's problem and can provide an appropriate resolution as needed.
• You are tech savvy and can use the designated software at an advanced level.
• You have 1+ years of experience in a customer facing role. Call center or customer service experience is a strong asset.
• You have participated in an employee group benefits plan as a plan member at a prior employer.
• Bonus if you are bilingual French speaking, with written and verbal communication skills.

Critical Competencies

• A Client Centric Individual – You prioritize and take action based on the needs of both internal and external clients, with a positive, can-do attitude.
• An Effective Communicator – You communicate clearly and respectfully, build strong relationships, and adapt communication styles with tact and diplomacy.
• Able to Embrace Change – You thrive in a dynamic environment, adapt quickly, and use challenges as opportunities for growth.
• Organized – You plan, prioritize, and manage your time effectively to meet deadlines.
• A Team Player – You collaborate, value diverse perspectives, and focus on shared success.

Compensation

At the time of this posting, the estimated annual base salary for this position is $47,000-$49,000. Individual compensation within this range is determined by factors such as job-related skills, relevant experience, and education/training. This range reflects the annual base salary only and does not encompass the comprehensive total rewards package that we proudly offer.

Why Join Us

• Beyond salary, we offer generous paid time off, extended health and dental benefits, RRSP matching, and flexible work options
• Wellness support, including comprehensive mental health resources, to prioritize your well-being both in and out of the workplace
• A supportive culture, with opportunities to grow, and where our team members feel valued and empowered to thrive.

Accommodation and Inclusion

GroupHEALTH is committed to equity, diversity, and inclusion. If you need accommodation during any stage of the hiring process, please let us know! We're here to help.