Individual Service Specialist

CareerBeacon; San Marcos (CA); Hybrid; USD 28,000 - 32,000; Full time

Benefits offered by this job

Flexible work options

Employer-paid benefits from day one

Defined contribution pension plan

Annual incentive bonus

Gifted vacation week

Vacation purchase program

Career development opportunities

Job summary

Medavie in Canada is seeking a Customer Service Representative with a focus on loyalty and retention to support individual health plan members. This permanent full-time role offers flexible remote/hybrid work options, a comprehensive benefits package, and opportunities to grow within a national health solutions partner.

You will engage members, explain health plans, handle cancellations, and collaborate with internal teams to resolve inquiries on first contact wherever possible.

Qualifications

• You love helping people and have a proven commitment to superior customer service and retention.
• Excellent communicator - clear, concise and friendly via email and phone.
• Self-directed and goal-oriented with accountability and resourcefulness.
• Ability to build relationships and influence decisions about plans.
• Experience using multiple software applications.
• Post-secondary education in Sales and Service or equivalent.
• 1–2 years of sales and service in insurance or health care is a plus.

Responsibilities

• Serve as the initial contact resolution specialist with Individual Plan Members.
• Learn and promote all lines of the Individual Health benefits and services.
• Handle plan cancellation requests and propose alternatives.
• Communicate effectively through phone and email inquiries.
• Collaborate with internal departments to resolve inquiries and aim for first-call resolution.
• Research and analyze issues to determine appropriate resolutions and improvements.
• Work independently and as part of a team toward targets.

Skills

Customer service

Communication

Multitasking

Sales experience

Education

Post-secondary education in Sales and Service or equivalent

Job description

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. Our representatives on this team are responsible for retaining and growing the Individual business by providing health solutions to new and existing customers, following an established process.

What's in it for you?

• 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

Your every day with us:

• 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.

What you need to succeed:

• 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.

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

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.

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.

While Medavie may use automated tools, including AI, to support application screening, candidates are expected to complete all recruitment interactions independently-without AI assistance-to ensure a fair and equitable process.

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