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Bilingual Customer Service Representative

3 months ago

Toronto, Canada The Cigna Group Full time
The job profile for this position is Customer Service Representative, which is a Band 1 Professional Career Track Role.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply

Our people make all the difference in our success.

Le personnel du Centre dâappels à lâintention des fournisseurs agit à titre dâintermédiaire entre les fournisseurs et Express Scripts Canada en ce qui concerne les demandes quotidiennes relatives au traitement des demandes de règlement. Le représentant du Centre dâappels doit refléter lâengagement dâExpress Scripts Canada en matière dâaccessibilité et de rapidité de réponse aux fournisseurs. Ce poste est essentiel au maintien des niveaux de service et des objectifs contractuels.

Responsabilités principales

  • Répondre aux appels provenant de différents professionnels de la santé.
  • Répondre aux questions sur lâadmissibilité aux couvertures (soins dentaires, médicaments, équipement médical et fournitures médicales, soins médicaux complémentaires, soins de la vue et counseling en santé mentale) ainsi quâà des questions relatives aux demandes de règlement.
  • Déterminer les besoins de lâappelant et les évaluer.
  • Répondre aux questions de manière exacte et donner des renseignements complets de façon rapide et professionnelle.
  • Offrir du soutien technique, au besoin, afin dâaider les fournisseurs à soumettre leurs demandes de règlement par voie électronique.
  • Collaborer avec les autres équipes et services de lâentreprise.
  • Communiquer de manière efficace.
  • Offrir une expérience client hors pair lors de chaque interaction.
  • Accomplir dâautres tâches, au besoin.

Les horaires associés à ce poste sont variables et peuvent comprendre les fins de semaine. Le Centre dâappels est ouvert du lundi au vendredi de 6 h 30 à minuit, ainsi que les fins de semaine et les jours fériés, de 8 h à minuit.

Compétences recherchées

  • Présenter dâexcellentes habiletés de communication à lâoral comme à lâécrit.
  • Présenter dâexcellentes habiletés interpersonnelles et être en mesure de travailler seul ou en équipe.
  • Ãtre en mesure de résoudre des problèmes.
  • Ãtre en mesure de travailler le jour, le soir et les jours fériés.
  • Maîtriser la suite Microsoft Office (Word, Excel, Outlook) et avoir de bonnes aptitudes en saisie au clavier.
  • Ãtre bilingue, en français et en anglais.

The Provider Call Centre is the main venue for communication between providers and Express Script Canada regarding day-to-day claims adjudication queries. The Customer Service Representatives reflect Express Script Canadaâs commitment to accessibility and responsiveness to providers.  This position is instrumental in meeting contractual objectives and service levels.

Key Responsibilities:

  •  Respond to inbound calls from a variety of Health Care Providers
  •  Respond to inquiries regarding eligibility of health care benefits (Dental, Pharmacy, Medical Supplies and Equipment, Extended Health, Vision Care and Mental Health Counselling) and claim inquiries
  • Identify and assess the callerâs needs
  • Provide accurate, and complete information in a prompt and professional manner
  • Provide technical support where required to assist providers with electronic claims submissions
  • Collaborate with other internal teams & departments
  • Communicate effectively and efficiently
  • Provide a world-class customer service experience with every interaction
  • Other duties as assigned

Qualifications:

  • Excellent verbal and written communication skills
  • Strong interpersonal skills with the ability to work independently and within a team environment
  •  Problem-solving skills
  •  Flexibility in working days, evenings and holidays
  • Skilled in MS Office (Word, Excel, Outlook), along with strong keyboarding skills
  •  Bilingualism, English and French, is required

Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this link.