Client Care Representative

OpenCircle Contractors Association; Edmonton; On-site; CAD 42,000 - 54,000; Full time

Job summary

OpenCircle Contractors Association seeks a Client Care Representative to administer the benefit plan offerings and support members, employees and their families in understanding the benefits. Two full-time roles based in Edmonton, hours 8:00 a.m. to 4:30 p.m., Monday to Friday.

Responsibilities include enrollments, SSO registrations, member inquiries, and assisting with various benefit processes; this role requires tact, strong communication, and a detail-oriented approach.

Qualifications

• High school diploma; post-secondary education is an asset.
• Experience in benefit administration is considered an asset.
• Ability to deal with clients with tact, professionalism and discretion.
• Strong written and oral communication skills.
• Excellent customer service and interpersonal skills.
• Proficient with Microsoft Office 365.
• Attention to detail and strong organizational skills.

Responsibilities

• Process enrollments efficiently and accurately.
• Assist plan members during the single sign-on registration process.
• Provide service to members and employees via phone, email or in person.
• Respond to inquiries on Prior Authorization, Reformulary, Self Pay, Disability and Retiree applications.
• Assist in life, AD&D and disability claims processing and resolutions.
• Process drug card requests and maintain files.
• Update Case Management notes after each interaction.
• Support outreach to member companies and events.
• Assist Benefit Services with rate testing and other administrative tasks.

Skills

Customer service

Communication skills

Problem solving

Attention to detail

Time management

Education

High school diploma

Post-secondary education asset

Tools

Microsoft Office 365

Job description

Organization Summary

Founded in 1986, OpenCircle Contractors Association is a member-driven organization that champions open competition, free enterprise, and a merit-based approach within the construction industry. Representing more than 1,500 member companies and 50,000 employees, OpenCircle Contractors Association supports people, strengthen businesses, and advances the industry through advocacy, training and development opportunities, tuition reimbursements, post-secondary scholarships, and an industry-leading benefits plan. Built on a strong foundation and continuously evolving to meet the needs of our members, OpenCircle Contractors Association remains firmly committed to supporting and growing the construction industry across Canada.

Position Overview

Reporting to the Supervisor, Client Care, the Client Care Representative is responsible for administering the OpenCircle Benefit Plan offerings and providing benefit plan information, assistance and support to members, employees, and their families in the understanding and utilization of the benefits plans offered.

Work Requirements

This posting is for two (2) full-time positions based in the Edmonton office. The regular hours of work for these positions are Monday to Friday, 8:00 a.m. to 4:30 p.m.

Job Responsibilities

• Process enrollments efficiently and accurately.
• Assist plan members throughout the single sign on registration process.
• Provide service to member companies and their employees and dependents via phone, email or in person to discuss coverage, plan changes, and eligibility.
• Provide general assistance for inquiries surrounding Prior Authorization, Reformulary, Self Pay, Disability, and Retiree Application processes.
• Provide accurate responses to inquiries pertaining to the Hour Bank Plan, Office Supervisory Plan, and Retiree Benefit Plan.
• Assist in the resolution of extended health and dental claim issues by acting as a liaison between employees on the Hour Bank and Office Supervisory Plans and the appropriate claims adjudicator.
• Assist employees, beneficiaries, and executors with support on Life, Accidental Death and Dismemberment and Disability claims.
• Process drug card requests.
• Process Optional Benefit applications and maintain files.
• Update Case Management notes after each call, email, and walk-in.
• Maintain member employee and division files when changes are received.
• Demonstrate phone etiquette and best practice for providing exceptional customer service.
• Assist the Member Benefit Services department with outreach to member companies, member events, and member visits.
• Assist the Benefit Services department in rate and systems testing and other administrative tasks as assigned.

*Please note that as part of our recruitment process, we require each shortlisted candidate to participate in a criminal record check.*

Qualifications

• High school diploma; post-secondary education is an asset.
• Experience in benefit administration is considered an asset.
• Effectively deal with all clients in a manner that shows sensitivity, tact and professionalism.
• Good judgement, decision-making and problem-solving skills.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Initiative in identifying and dealing with situations proactively and persistently.
• Great attention to detail.
• Exemplary customer service skills.
• Demonstrated technical proficiency to apply knowledge of grammar, punctuation, structure, spelling, tone, proofreading, clarity, and organization.
• High level of proficiency with Microsoft Office 365.
• Provides and practices sound judgment using independent decision-making.
• Sound analytical thinking, planning, and prioritization skills.
• High level of integrity, confidentiality, and accountability.
• High attention to detail and organizational skills.
• Strong problem identification and resolution skills.
• Creative and innovative thinker.
• Communication skills; both verbal and written.
• Exemplary time management.
• Ability to use tact and diplomacy when handling sensitive information.
• Effective delivery of complex information in clear and concise manner.

Core Competencies

• Agility
• Result-oriented
• Solution-based thinker
• Creative problem solving
• Self-motivation