Individual Service Specialist

Medavie Inc.; Dartmouth; Hybrid; CAD 40,000 - 45,000; Full time

Benefits offered by this job

Permanent role

Remote & hybrid options

Health, vision, dental

Employer-paid pension

Vacation benefits

Career development

Job summary

Medavie is a national health solutions partner in Canada, offering health insurance, primary care and EMS services. The company values people, growth, flexible work options, and supportive leadership as it builds a diverse, high-performing team.

The role emphasizes loyalty and retention for Individual Plan Members through proactive, empathetic engagement. We seek a customer service representative with strong listening skills and the ability to explain plan benefits clearly.

Qualifications

• Commitment to delivering superior customer service and retention.
• Excellent written and verbal communication.
• Self-directed and goal-oriented with accountability.

Responsibilities

• Serve as the initial contact resolution specialist with Individual Plan Members to assess their plan and payment needs.
• Learn and understand all lines of the Individual Health benefits to promote and explain products to members.
• Handle plan cancellation requests and provide alternate solutions.
• Communicate effectively via phone and email inquiries.
• Coordinate with internal departments to resolve inquiries with first-call resolution.
• Research and analyze issues to determine appropriate resolutions and propose process improvements.
• Work independently and in teams to maintain a positive environment.
• Meet personal and team targets.

Skills

Customer service

Communication skills

Problem solving

Tech savvy

Sales orientation

Education

Sales and Service education

Tools

CRM software

Job description

Position Summary

Position Type: Permanent 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. Start Date: November 16, 2026 The insurance business isn’t just about claims - it’s about people and building strong relationships while allowing us to assist the member with all their health insurance needs. Engaging our members is more than giving the member what they expect; it’s about exceeding their expectations. We are looking for a customer service representative with an expertise in loyalty and retention - an individual who is empowered to support and engage our members through every interaction while strengthening our Individual Business.

Benefits and Compensation

• Permanent full-time position with opportunity to grow in a well-established organization.
• Flexible work arrangements and emphasis on work-life balance including remote and hybrid work options.
• Comprehensive health, vision and dental plan that is 100% employer paid effective on your first day.
• 100% employer-matched Defined Contribution Pension Plan Annual Incentive Bonus which recognizes your contribution to our success.
• In addition to paid vacation, we offer a gifted week of vacation in your first year and an optional Vacation Purchase Program.
• An organization where we encourage personal learning and growth with opportunities for career development.

Responsibilities

• Serve as the initial contact resolution specialist with Individual Plan Members to assess their plan and payment needs, utilizing strong listening and problem-solving skills.
• Learn and understand all lines of the Individual Health benefits, services and products to be able to successfully promote, explain, and make recommendations to members.
• Handle plan cancellation requests and provide alternate solutions by educating members and explaining the value of purchasing or upgrading our products.
• Communicate effectively both verbally and written through phone and email inquiries.
• Liaise with other internal departments to resolve and enhance the members inquiry with a positive outcome and aimed at first call resolution.
• Research and analyze complex issues to determine appropriate resolution and aim for continuous improvement by actively seeking and identifying enhancements to processes.
• Work independently and as part of a team to encourage a positive environment.
• Meet personal and team targets.

Requirements

• You like helping people and have a proven commitment to the delivery of superior customer service and retention.
• You are an excellent communicator – through email and phone, you are clear, concise and friendly.
• A strong desire to succeed, driven by individual results within a team-based environment.
• Self-directed and goal-oriented with a sense of accountability and resourcefulness.
• Ability to build relationships with members through effective conversations that foster trust and enable you to influence their decisions about their plans.
• Ability to quickly analyze problems and initiate effective resolutions.
• Strong technical aptitude – you can multitask and navigate between multiple software applications simultaneously.
• Post‑secondary education in Sales and Service or equivalent.
• 1‑2 years of experience in Sales and Service in the insurance or health care industry would be an asset.

Salary

Pay Range: 40,254 - 45,285 CAD The Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge, skills, qualifications, experience and education/training. In addition to Base Pay, eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.

Inclusion and Accommodations

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. Simply inform our Recruitment team of your needs. 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.

Contact

If you experience any technical issues throughout the application process, please email: [e-mail].

Company Overview

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.