Customer Experience Specialist

Bayshore HealthCare; Markham; On-site; CAD 42,000 - 64,000; Full time

Job summary

Bayshore HealthCare is seeking a Customer Experience Specialist in the Diabetes Express department. You will support patients with an exceptional customer experience, handling orders, information requests, and billing inquiries while coordinating with pharmacists and program stakeholders.

The role emphasizes proactive financial assistance, strict data integrity, and collaboration across departments. A fast-paced environment requires strong communication and independent decision-making within EST

Qualifications

• 2+ years of Canadian public and private reimbursement navigation in patient programs
• Understanding of provincial and private coverage criteria
• Excellent written and verbal communication skills
• Proficient with MS Office and web portals, and able to manage multiple tasks

Responsibilities

• Manage inbound and outbound communications with customers, stakeholders and peers in a professional manner
• Process orders from customers via phone, online, and live chat
• Assist with information requests for coverage through private and provincial drug plans
• Collect information from customers to complete private and/or provincial insurance forms
• Support pharmacists in obtaining information for prescription adjudication
• Maintain detailed notes in patient profiles
• Provide financial assistance information to patients when available
• Address billing inquiries and account status with customers
• Conduct basic customer account maintenance
• Liaise with other departments as needed
• Support program stakeholders including physicians and vendors
• Contribute to data integrity and administrative duties
• Participate in continuous education activities
• Adhere to Bayshore policies and quality management system

Skills

Communication skills

Customer service

Typing speed 35 WPM

MS Office proficiency

PIPEDA familiarity

Tools

Excel

Word

Outlook

Adobe Acrobat

VOIP telephony

Web portals

Teleconferences

Web-based meetings

Job description

JOB SUMMARY

Our Customer Experience Specialist within the Diabetes Express department will support patients by providing an ultimate customer experience. This fast paced and rewarding role is ideal for self motivated individuals who want to expand their experience in the health care industry. Our mission is to go above and beyond with each interaction with our customers.

DUTIES AND RESPONSIBILITIES

• Managing inbound and outbound communication from customers, program stakeholders and peers in a professional and friendly telephone manner.


• Accurately processing orders from customers, stakeholders via phone, online portals, and live chat.


• Managing requests for information and follow up on submissions pertaining to coverage through private and provincial drug plans in a timely manner.


• Gather all pertinent and appropriate information from the customers to complete the necessary forms (private and/or provincial insurance) in a concise, organized, and professional manner.


• Assists the pharmacist in acquiring all required information from the customer for prescriptions to be adjudicated.


• Keeping detailed notes in the patient's profile.


• Proactively offer financial assistance for patients when available.


• Communicates with patients regarding their account status and resolving billing issues.


• Perform basic customer account maintenance activities.


• Communicating with other departments as needed


• Act as a resource for program stakeholders, which include physicians, customers, and vendor partners.


• Assist with data integrity and administrative duties as required.


• Participate in ongoing internal and/or external continuing education activities.


• Adhere to Bayshore Policies and Procedures


• Participate in quality activities and continuous improvement initiatives in keeping with the departments Quality Management System


• Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns. Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident.


• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.


• Complete other tasks as requested.

QUALIFICATIONS

• Excellent written and verbal communication skills


• Friendly and professional communication etiquette


• Minimum 2 years of Canadian public and private reimbursement navigation within a patient program environment, ideally within the chronic diseases or similar experience


• Understanding of provincial and private coverage criteria


• Strong computer and software skills: Excel, Word, Outlook, Adobe Acrobat, VOIP telephony, web portals, teleconferences and web-based meetings


• Minimum of 35 WPM typing speed


• Ease with working independently, \"playing detective\", making decisions using sound judgment, and meeting deadlines.


• Ease with working in a paperless environment.


• Be flexible to work between the hours of 8am - 8pm Monday to Friday (EST)


• Be available to work on Saturdays on a rotational basis


• Are reliable and must have outstanding attendance/punctuality


• Have excellent multi-tasking, organizational and time management skills, including attention to detail and the ability to set priorities.


• Can work independently and within a team setting with highly developed interpersonal skills.


• Enjoy and thrive on fast-paced environments.


• Can learn and adapt quickly to new processes and requests.


• Familiarity with PIPEDA and how it applies in a confidential patient environment.

At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individual's purpose, potential and wellbeing.

At Bayshore Healthcare Ltd., and its subsidiaries, we are committed to fostering an inclusive workplace and operate in full compliance with all Provincial and Territorial legislation pertaining to Human Rights Codes and Accessibility requirements. To ensure continued compliance throughout the recruitment and selection process, we encourage candidates to disclose any accommodation needs they may have.