Customer Support Representative

Ontario Medical Association; Toronto; Hybrid; CAD 50,000 - 80,000; Full time

Job summary

Join a forward-thinking organization that is a leader in advocating for doctors and transforming Ontario's healthcare system. This exciting role offers the chance to provide exceptional customer service support to members, addressing their needs and concerns while navigating insurance options. You'll be part of a dynamic team that values respect, transparency, and inclusivity, all within a hybrid work environment. With a commitment to professional development and a competitive salary, this position is perfect for those looking to make a meaningful impact in the healthcare sector. Don't miss the opportunity to grow and shape the future of healthcare in Ontario!

Benefits

Paid Professional Development

Flexible Work Environment

Exceptional Group Benefits Package

Wellness Program

Spending Account

Qualifications

• 4-5 years of experience in customer service and insurance.
• Solid foundation in life and disability insurance.

Responsibilities

• Provide first point of contact for customer service support to members.
• Assist members with insurance benefits and coverage options.

Skills

Customer Service

Insurance Knowledge

Salesforce CRM

Communication Skills

Problem Solving

Education

Community College Diploma in Business Administration

Tools

Salesforce

RingCentral

Job description

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Are you looking to join one of Greater Toronto’s Top 2025 Employers?

The Ontario Medical Association (OMA) advocates for and supports doctors, seeking to strengthen their leadership role in caring for patients. We continually seek to be the trusted voice in transforming Ontario’s health-care system by courageously pursuing best practices, new ideas, solutions, and opportunities to improve.

Job Summary

This position provides first point of contact for customer service support to members, responding to daily queries and requests, and handle the investigation and resolution of escalations.

How You Will Make a Difference

• Interacting with members to address their service concerns, and needs; listen and gather all relevant information when referring members to an external business partner or the appropriate sales team for an insurance consultation or a more in-depth conversation.
• Providing members with the value of insurance benefits and alternative options to consider before cancelling insurance coverage.
• Assisting members in navigating our OMA Insurance or business partners’ insurance coverage websites and portals.
• Gathering, documenting and handling member and service related, product, administrative and process matters, complaints and escalations, and following up on actions taken to resolve issues; providing a clear and concise response to members.
• Adhering to agreed-upon Service Level Agreements and ensuring information accuracy based on member service requests using proper activity settings.
• Logging in and logging out at designated start and end times; RingCentral and Omni Channel in Salesforce.
• Presenting as a good brand ambassador of the OMA who displays professionalism, courteousness, patience, and understanding when dealing with our members.
  
  

Requirements That Are Important To Us

• Community College Diploma in Business Administration or equivalent.
• Minimum four to five years of experience.
• Solid foundation in life, disability and medical group and individual insurance with customer service experience.
• Working knowledge with Salesforce CRM system.
• ACS (Associate Customer Service) and ALMI (Associate Life Management Institute) designation considered an asset.
• Ability to perform insurance customer service and administration duties.
• Working in a fast-paced sales support environment.
  
  

The OMA has moved to a permanent hybrid work environment. As such, the individual in this position will be required to work a minimum number of days in our Toronto office.

What do we have to offer you?

• A work environment whose values are to be respectful, bold, responsive, and transparent in our work and our behaviours.
• A fantastic opportunity to grow with the team and help shape the strategic direction of the OMA, its members and the health-care system.
• An organization that is committed to the equity, diversity and inclusion principles of humility, accountability, collaboration, courage and integrity.
• A commitment to growth and development through paid professional development and continuous in-house learning.
• A friendly and flexible hybrid work environment.
• Competitive salary and bonus program.
• Exceptional group benefits package, including a spending account and a robust wellness program.
• An organization that has been recognized as a Greater Toronto’s Top Employers for five consecutive years.
  
  

As a condition of employment, OMA conducts background checks and reference checks for all open positions.

The Ontario Medical Association is strongly committed to diversity within its community and welcomes applications from racialized persons/persons of colour, women, Indigenous People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas. In accordance with the AODA Act, accommodation will be provided throughout the recruitment process to applicants with disabilities.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Non-profit Organization Management