Customer Service Representative

Pacific Blue Cross; Burnaby; Hybrid; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Work-life balance

3 weeks vacation

Hybrid work model

Health & dental benefits (premiums 100

Pension contributions

Education allowance

Onsite gym

Cafeteria

Virtual doctor access

Job summary

Pacific Blue Cross, based in Burnaby, BC, is seeking a permanent Customer Service Representative for its Customer Experience team. The role involves inbound and outbound call centre work supporting dental, extended health, and travel benefit plans, with training in-office for four weeks and a hybrid schedule thereafter.

Unionized CUPE 1816 unit; wage starts at 4,617 CAD per month, progressing to 5,407 CAD monthly. Hybrid work, strong benefits, and education allowances are provided.

Qualifications

• High school graduation, or equivalent.
• Keystroking speed of 6,500 ksph.
• Typing speed of 35 wpm.
• Demonstrated proficiency in basic Word and Excel.

Responsibilities

• Provide inbound and outbound call centre services to members, employers, and providers for dental, extended health, and travel benefit plans.
• Answer inquiries concerning enrollment, coverage, eligibility, and claim status.
• Document all client interactions for future reference and ensure service standards are met.
• Support and mentor new employees; monitor calls for potential fraud and escalate as needed.
• Assist with special projects and perform routine administrative duties.

Skills

Keystroking 6500 ksph

Typing 35 wpm

Word & Excel basics

Education

High school diploma

Job description

About Pacific Blue Cross

Pacific Blue Cross (PBC) has been British Columbia's leading benefits provider for over 80 years. We are an independent, not-for-profit society with strong roots in BC’s health care system. We provide health, dental, life, disability, and travel coverage to 1 in 3 British Columbians through employee group plans and individual plans.

About Pacific Blue Cross

Pacific Blue Cross (PBC) has been British Columbia's leading benefits provider for over 80 years. We are an independent, not-for-profit society with strong roots in BC’s health care system. We provide health, dental, life, disability, and travel coverage to 1 in 3 British Columbians through employee group plans and individual plans.

We are fueled by a commitment to keep health care sustainable for all British Columbians. Through our PBC Health Foundation, we fund projects that improve health outcomes directly related to mental health and wellbeing as well as the prevention and/or management of chronic disease. We are interested in finding people who want to make a difference and who are looking to grow their career with us.

Perks

• Work-life balance with flexible working hours of 7 hours per day, Monday to Friday (i.e., 35 hours per week).
• Paid vacation starts at 3 weeks per year, and increases with years of service.
• Hybrid work environment (i.e., a combination of work from office and work from home days).
• Generous benefits, including extended health, dental, and life insurance; these benefit premiums are 100% paid by PBC.
• Company pension contributions after 1 year of service.
• Education allowance up to $1,000 per calendar year.
• Onsite gym, cafeteria, and access to virtual doctors/counsellors 24/7 via our Employee Family Assistance Program!

About The Position

• We are searching for permanent Customer Service Representatives to join our Customer Experience team.
• This position is unionized and part of the CUPE 1816 Bargaining Unit. This position is paid at hourly rates and receives wage increases in accordance with the Collective Agreement. The wage for this position is: $4,617 per month to start (equivalent to $55,404 per year) and then progressing up to $5,407 per month (equivelant to $64,884 per year).

The role will include in office training (at our Burnaby office) for the first 4 weeks, after which, the will have a hybrid basis typically one week in the office and then one week at home.

Job Summary

Under the general supervision of the Team Leader, Customer Experience, the Customer Service Representative, Customer Experience provides inbound and outbound call centre services to external stakeholders for a diverse range group and individual dental, extended health, and travel benefit plans; provides support and shares knowledge with team members regarding inquiries, escalations, and navigation through company software and resources; monitors the potential for fraudulent claims; supports new employees; and, maintains up to date knowledge of benefit plans and claims processing rules, policies, procedures, system requirements, terminology and other information related to the provision of call centre services.

Job Duties

Customer, Client, and Member Service

• Provides inbound and outbound call centre services to members, plan administrators, service providers, employers, and government agencies for a diverse range of group and individual dental, extended health, and travel benefit plans by:
• receiving incoming correspondence to identify client needs.
• calling external stakeholders to follow up and/or respond to inquiries.
• applying a variety of customer service tools and techniques to clarify client issues, diffuse hostility, communicate efficiency and effectively, and enhance customer experience.
• accessing a variety of internal and external information resources and online systems to determine appropriate response, action, escalation, or referral.
• answering inquiries concerning benefit enrollment status, coverage, eligibility, and entitlements, as well as claim submission, status, and payments.
• researching and processing adjustments on previously examined claims.
• documenting all client interactions for future reference.
• ensuring all interactions are completed within established standards of service delivery and service level objectives to facilitate the achievement of productivity, and efficiency, and customer/provider satisfaction.
• Provides support and shares knowledge with team members regarding inquiries, escalations, and navigation through company software and resources.
• Compiles and forwards information necessary to initiate a task (e.g., stop payments on cheques) and direct deposit trace requests to Finance or other department

General Department and Team Support

• Provides feedback to leadership on customer service issues, concerns, and trends.
• Supports new employees by demonstrating the execution of specific tasks and duties, and sharing knowledge and experience on request.
• Maintains up-to-date knowledge of benefit plans and claims processing rules, policies, procedures, system requirements, terminology and other information related to the provision of call centre services to customers, clients, and members through regular review of job aids, department emails and bulletins.
• Monitors calls for potential fraudulent claims. Forwards suspicious activity to internal stakeholders claims for further investigation.
• Participates in special projects as required.
• On a relief basis, performs the duties of the Receptionist, Customer Experience.
• Performs other assigned duties related to the provision of call centre services, administrative, and/or clerical support which do not affect the rating of the job.

Qualifications

• High school graduation, or equivalent.
• Keystroking skills of 6,500 ksph.
• Typing skills of 35 wpm.
• Demonstrated proficiency in the use of basic Word and basic Excel.
• 1 year of previous related experience in a customer service-oriented position, or equivalent.

Diversity, Equity, and Inclusion

PBC is an Indigenous Works employer of choice, an Insurance Business Canada Diversity, Equity, and Inclusion award winner, one of Canada’s Greenest employers, a Canadian Centre for Diversity and Inclusion (CCDI) employer partner, and a Pride at Work partner.

We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of race, ethnicity, gender, sexual orientation, religion, ability, education level, parental status, or socioeconomic status. We are an equal opportunity employer and welcome applications from all qualified candidates.

To request an accommodation in completing this job application, testing, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to [e-mail]. These accommodation requests will be reviewed confidentially and, on a case-by-case basis by Human Resources.