Bilingual Customer Service Representative

3 months ago

Winnipeg, Canada First Canadian Health Full time

Our client is looking for Bilingual (French/English) fluent, Customer Service Representatives with excellent communication and problem solving skills, and who pays attention to detail. This employment opportunity requires tested fluency in both French and English and security screening with Public Works and is targeted to the individual who understands how to deliver excellent service to the community and health care providers. This role will require two weeks of in-person training and will then be a remote work arrangement.

**Description**:
The primary role is to respond to in-coming medical provider inquiries. The Call Centre is the venue for telephone communication related to day-to-day claims adjudication queries. This position is instrumental in meeting contractual objectives and service levels.

**Key Responsibilities**:

- Respond to a steady volume of inbound calls from Health Care Providers
- Respond to inquiries regarding eligibility and claim inquiries
- Identify and assess the caller's needs and achieve first call resolution on every call
- Provide accurate, valid, and complete information in accordance with applicable call scripts and documented procedure manuals
- Provide technical support where required in order for the caller to submit claims electronically, assist in navigation of public websites, and troubleshoot on claims transmission errors
- Keep abreast of procedural changes, circulated newsletters and external communications to ensure the most accurate information is communicated to Providers on the call
- Manage complaints and provide appropriate solutions and follow-up where required to resolve an inquiry. In cases of an escalated nature, the CSR will transfer the live call to a Supervisor for assistance
- Participate in training as required for skill development
- Attend regular team meetings for procedural updates and team building and coaching sessions as required for quality assurance and performance development

**Summary of Accountabilities**:
▪Meet or exceed established performance targets/KPI’s;
▪Provide complete and accurate information in a professional, courteous and pleasant manner;
▪Identify customer’s needs through effective probing and listening;
▪Recommend appropriate options and solutions to fulfill customer’s need;
▪Complete post call documentation accurately and timely.

**Qualifications**:

- Must be fluent in both French and English
- Excellent customer service skills providing a positive customer experience with every call;
- Proven effective communication skills (listening/verbal/interpretation);
- Multi skilling (reading, keying and listening);
- Drive for helping customers and providing engaging, polite, professional and helpful service;
- Team player; coachable and open to feedback

**Physical Demands/Working Conditions**:

- Job requires precise finger/hand movements while working with a keyboard
- Need to remain at work station for lengthy periods

**Benefits of Working with our client**:

- Opportunity to build and develop new skills
- Competitive Salary
- Inclusive work environment

**Job Types**: Full-time, Permanent

Pay: $20.00 per hour

Expected hours: 40 per week

**Benefits**:

- Company events
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site gym
- On-site parking
- Store discount
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- No weekends
- Overtime

Supplemental pay types:

- Bonus pay
- Overtime pay

Application question(s):

- Public Works Security Screening is mandatory for this role. Can you meet the following criteria:
Able to pass a Criminal Record Check
- Are you available to work 8 hours shifts between the hours of 4:30 AM and 10:30
- How many years of customer service experience do you have?
- Do you identify as an Indigenous Person in Canada, this is not a mandatory requirement of the job
- Do you live in Winnipeg? Training will be conducted on site in Winnipeg.

**Education**:

- Secondary School (preferred)

**Experience**:

- Living in Canada? Government mandatory clearance required: 5 years (required)
- Bilingual French and English fluency: 1 year (required)

Work Location: Hybrid remote in Winnipeg, MB R3B 1R3

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