Helpdesk Agent

The Claims Services Branch, Ministry of Health, is looking for a motivated bilingual individual to provide customer service to external clients for a variety of programs and systems.

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code.

Refer to the "How to apply" section if you require a disability-related accommodation.

What can I expect to do in this role?In this role you will:

• Respond to and log Tier2 and Tier3 phone calls covering a broad range of inquiries from medical professionals by following the guidelines, policies and processes of the Operational Support Stream.
• Assist clients with submissions of electronic claims and complex claims issues while escalating where appropriate.
• Be part of a highly dynamic team transforming Health Service Delivery for our clients.
• Treat health information as highly confidential.

How do I qualify?Mandatory:
You must possess oral French language skills at the advanced level. Your proficiency level will be confirmed before hire.

Interpersonal and Teamwork Skills:

• Demonstrated customer service and interpersonal skills to apply effective telephone techniques, customer service principles and quality standards when dealing with inquiries.
• Ability to maintain confidentiality with information of a sensitive and confidential nature.
• Demonstrated experience working effectively in a team environment.

Communication Skills:

• Oral communication skills to elicit information and provide guidance to clients when responding to inquiries clearly and concisely.
• Written communication skills to document problem tickets or corresponding with internal clients.

Analytical and Judgement Skills:

• Knowledge of research and information gathering methods, techniques and tools to access relevant and accurate information.
• Demonstrated ability to use judgment to resolve customer issues, identify anomalies and the need to escalate.

Organizational and Multi-tasking Skills:

• Organizational and multi-tasking skills to plan, prioritize and coordinate work activities.
• Ability to complete work within acceptable timeframes within a high volume environment.

Computer and Mathematical Skills:

• Computer proficiency with software, word processing, e-mail, spreadsheets, databases and internet applications.
• Demonstrated mathematical skills to assist with payment inquiries and discrepancies.

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