Customer Service Representative- Pharmacare (3 month term)

Medavie Inc.; Dartmouth; Hybrid; CAD 28,000 - 32,000; Part time

Job summary

Medavie Inc. in Dartmouth, Nova Scotia, is seeking a Customer Service Representative for Pharmacare on a 3-month term starting late January 2027. The role supports high call volumes in a contact center, with onsite, hybrid or remote work options and 8:00 am–5:00 pm hours, Monday to Friday.

You will handle inquiries about program eligibility, provide first-contact resolutions, and document interactions while adhering to privacy and health-system guidelines. Bilingual English/French is an asset.

Qualifications

• HS diploma; post-secondary education is an asset.
• Bilingualism in English and French is an asset.
• Reliability Status Clearance (Enhanced Level B) required.

Responsibilities

• Serve as the initial contact for a high volume of calls.
• Provide excellent customer service with focus on quality objectives.
• Assess needs and resolve issues promptly with follow-up.
• Aim for first-call resolution and document interactions.
• Handle inquiries on program eligibility and general questions.

Skills

Active listening

Verbal communication

Written communication

Attention to detail

Education

High school diploma

Post-secondary education asset

Tools

PC software suite

Data entry

Job description

Position Type: Casual - Occasionnel If you’re looking for a fulfilling career that can make a real difference in your life, and the lives of others, you’ve come to the right place. As a national health solutions partner, we put people first in everything we do — and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year. Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest — and it’s reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential.

Working in a team environment, the Customer Service Representative (CSR) - Pharmacare will communicate with key customers by telephone in a knowledgeable and professional manner. The position is in a contact center environment with high call volumes. The CSR will need to ensure dedicated focus on each call to enhance customer experience. This role will require wearing a headset for prolonged periods of time. The goal of the CSR is to provide consistent, positive customer service experience. This is for a 3 month term position, and the successful candidates will commence in late January 2027. Hours of operation are 8:00 am to 5:00 pm (Monday-Friday). We do offer flexible working arrangements (onsite at the Dartmouth office, hybrid, remote).

Key Responsibilities

• Serve as the initial contact resolution for a high volume of incoming telephone calls.
• Committed to excellence in customer service, providing the highest level of dedication in all program areas.
• Access customer needs and address issues in a timely manner (including appropriate customer follow-up) meeting quality objectives.
• Quickly assess and resolve any challenging situations and provide effective strategies, aiming for a first- call resolution.
• Respond to inquiries related program eligibility and other general inquiries.
• Meet the key performance indicators (KPI) required by the MSI Contract.
• Provide operational support to Provincial Programs as needed.
• Adhere to established policies and guidelines defined by the NS Department of Health and Wellness.
• Adhere to privacy guidelines following proper procedures.
• Process documentation related to the various provincial programs as required.

Required Qualifications

• Highly effective listening skills to ascertain customer’s needs, and determine appropriate action required for solution.
• Excellent verbal skills to explain complex issues to customers.
• Excellent written communication skills.
• High degree of attention to detail and accuracy when updating resident files realign

Education

• High school diploma, post secondary education is an asset

Work Experience

• Customer Service experience would be an asset

Computer Skills

• Experience working in a PC setting with multiple software applications including experience navigating between applications and the internet.
• Strong keyboarding skills and the ability to enter data with speed and precision.

Language Skills

• Bilingualism in English and French considered an asset.

Security Clearance Requirement

• In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B). This includes Fingerprinting, Criminal Record Check, Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

Pay Range: 20.64 - 23.22 CAD

#CBM1 This posting is for an existing vacancy within our organization / Ce poste est actuellement vacant au sein de notre organisation.

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds.

To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process.

We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws.

We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

We're recognized as one of Canada's best places to work and are a leading provider of health solutions and insurance for 1 in 10 Canadians. Full careers. Full lives.

Medavie is a national health solutions partner and innovative leader in healthcare delivery, benefits management, health management, and primary care.

Backed by the strength of a team of 8,500+ professionals from coast to coast, we’re committed to improving the wellbeing of Canadians so that every life can be lived to the fullest.

Medavie provides all-in-one private health insurance, public health administration, emergency medical services as Canada's largest contracted provider, as well as primary care, community health, mental health and addictions solutions, medical communications, and clinical training.

As a not-for-profit organization, Medavie is one of Canada’s Top 100 Employers, certified by Imagine Canada for philanthropy and community engagement, and Rainbow Registered as an organization that champions diversity, equity, and inclusion.