Processing Analyst

3 months ago

Toronto, Canada Greenshield Holdings Full time

**WHO WE ARE**

When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a not-for-profit with a mission to support better health for all Canadians.

We aren’t just a health and benefits company. We’re the only not-for-profit social enterprise that brings worlds of coverage and care together, all in one place. We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.

Our mission is to create better health for all Canadians, and we know that starts with our employees.

As a part of Greenshield group of companies, Greenshield Administration provides innovative health benefit solutions for the small-mid size companies in Canada. Recognized as the leading alternative to the traditional insurance companies, in a market where small and mid-sized employers have been largely underserved Greenshield Administration sets itself apart from the competition, by using technology, creative product development and a stellar customer experience to solve problems for employers. Honeybee Benefits is our next generation benefits platform built for today’s modern workforce that empowers employers to compete better for talent.

Reporting to the Senior Manager, Benefits Administration, the Processing Analyst will be responsible for the delivery of services to our client. You are the key day-to-day contact for our client's outsourced group benefits administration services. You will be responsible for managing ongoing tasks and projects to ensure timely completion of deliverables, achievement of objectives and meeting or exceeding operational measures and contractual performance standards. This includes owning and completing complex tasks, project planning and management as well as coordinating with relevant internal and external stakeholders. In addition, you are responsible for ensuring the highest quality of all deliverables including identifying process improvements.

**THE ROLE IN A NUTSHELL**:

- Establish and maintain excellent client relationship & satisfaction;
- Clear knowledge of our solutions and can effectively support the client;
- Provides internal support to other team members and domains including Benefit Centre representatives;
- Responsible to provide expertise in functional areas of our services and solutions;
- Monitor and track all client requests to ensure work is appropriately assigned, has clear ownership and accountability, and is completed in a timely manner with quality;
- Attend and prepare regular status meetings with the client;
- Works to resolve incidents and provide client support;
- Perform regular follow-ups with the different support teams involved in root cause analysis and functional support to make sure the service level agreements are respected;
- Participate in the analysis of requests for changes to our solution or internal processes;
- Organizes and manages change order project deliverables as may be required to deliver "Out of Scope" work, including preparation of requirement documentation, demo/walkthrough, configuration, review of complex test scenarios and testing results, to client where applicable;
- Manage Plan Sponsor inquiries through all incoming mediums including potential interaction with Plan Members;
- Track and record Plan Member and Plan Sponsor inquiries and escalations;
- Provide initial and ongoing support to Plan Sponsors;
- Provide Member education and support;
- Participate in the evolving processes and materials for this specialized product offering (i.e., workflow, training, processes, execution, operational excellence, and quality assurance).

**WHAT WE’RE LOOKING FOR**:

- Post-Secondary degree in a related discipline or equivalent work experience;
- Have a minimum of 1 years of experience;
- Detail oriented and able to assess situations logically;
- Able to understand client issues and take action/provide guidance on next steps;
- Able to manage client priorities and expectations;
- Able to manage priorities and meet deadlines in a changing environment;
- Excellent communication skills (oral or written) with external clients and internal team members at all levels;
- Ability to analyze, organize, prioritize and problem solve;
- Ability to multitask and work under pressure while maintaining a high degree of accuracy;
- Must have a positive attitude, a commitment to quality service and be able to cope with the stress inherent in the nature of multitasking and meeting client deadlines;
- Strong team player, with a high interest in working in cross-functional team environment.

**NICE TO HAVE

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