Bilingual Member Experience Specialist - Remote

Manion Wilkins & Associates Ltd.; Canada; Remote; CAD 47,000 - 49,000; Full time

Benefits offered by this job

Generous paid time off

Extended health & dental benefits

RRSP matching

Flexible work options

Job summary

GroupHEALTH in Canada is seeking a Bilingual Member Experience Representative to deliver accurate, empathetic service in English and French across phone, chat and email. Reporting to the Supervisor, Member Experience Contact Centre, this role resolves member, provider, and client inquiries while meeting performance expectations and contributing to an excellent member experience.

This is a remote role within Canada, open to candidates across the country, with core business hours.

Qualifications

• Fluency in English and French, both written and verbal.
• High school diploma; post-secondary education is an asset.
• 1 year of customer service experience preferred; contact centre/healthcare-related is an asset.

Responsibilities

• Respond to inquiries in English and French across phone, chat, and email.
• Assess inquiries, identify root causes, and determine resolutions.
• Use SOPs and knowledge resources to provide accurate responses.
• Document interactions clearly and track follow-ups.
• Participate in cross-training across benefit types and channels.
• Maintain performance KPIs: AHT, quality and adherence.
• Escalate appropriately using defined processes.
• Contribute observations to leadership on recurring issues.

Skills

Bilingual English/French

Effective communicator

Client-centric

Education

High school diploma

Post-secondary education in business/healthcare

Job description

GroupHEALTH in Canada is seeking a Bilingual Member Experience Representative to deliver accurate, empathetic service in English and French across phone, chat and email. Reporting to the Supervisor, Member Experience Contact Centre, this role resolves member, provider, and client inquiries while meeting performance expectations and contributing to an excellent member experience.

This is a remote role within Canada, open to candidates across the country, with core business hours.