Client Success Specialist

5 days ago

Calgary, Alberta, Canada Green Shield Canada Full time

About the Role

We are seeking a highly skilled Client Success Specialist to join our team at Green Shield Canada. As a Client Success Specialist, you will play a critical role in supporting our clients and ensuring their needs are met.

Key Responsibilities

  • Support the GSA Team to secure service and retain client business, ensuring Service Levels are met or exceeded.
  • Respond to varied client service requests in regards to their benefit plans, reporting needs and system access, as required.
  • Represent GSA in departmental initiatives and organizational projects as required.
  • Foster strong and effective client relationships, aligning with the Account Management Team.
  • Host meetings and lead workshops, gathering requirements from key stakeholders, while identifying opportunities to improve business processes and enhance client satisfaction.
  • Support Senior Client Success Specialists to manage communication with our IT team to determine a clear understanding of business requirements; ensuring adequate representation of requirements and test case scenarios applying user stories; support Agile Scrum and Kanban based methodologies.
  • Responsible for understanding, adhering to, and evolving our processes within GSA, our Partners and the broader Enterprise.
  • Support Senior Client Success Specialists to facilitate and appropriately capture requirements, implementation plans, and conversion plans including building testing and deployment activities as required.
  • Maintain and evolve support documentation and reference materials for both internal and external use.
  • Analyze system issues raised and see through to resolution, ensuring a proactive approach when reviewing; work closely with the technical support team to resolve production support issues.
  • Work to identify both process and/or technology gaps and risks, including possible mitigation.
  • Liaise with IT and other areas within the organization (Claims, Contact Centre Services) as a key GSA stakeholder to ensure our clients' interests are represented in our evolving products and services.
  • Work with complex data structures to perform extensive root cause analysis and issue resolution.
  • Develop a deep understanding of the health benefits and claims processing landscape by collaborating the GSA team and clients.

Requirements

  • Minimum of 3 years of experience in benefits and/or related industries. Previous experience working for an insurance carrier or Third Party Administrator/Payor would be an asset.
  • University degree or college diploma in business or Computer Science Degree or related discipline required.
  • GBA designation is considered an asset.
  • Understanding of group benefits administration issues, claims processes, health/dental claims adjudication, and group contracts.
  • An individual open to expanding skillset and learning opportunities:
  • Analytical mindset with experience reviewing complex data structures, business problems, and defining business process solutions and/or system requirements.
  • Gain understanding requirements definition and management techniques including business process, use case, workflow, user acceptance testing and data modeling.
  • Gain understanding of and practical experience using agile delivery methodologies.
  • Gain experience via Involvement with Digital and web application development projects.
  • Data analysis using Oracle SQL and PL/SQL considered an asset.
  • Peer mentoring and knowledge transfer activities.
  • Exceptional customer service focus with drive to deliver exceptional outcomes.
  • Demonstrated capability to meet objectives and milestones when working independently and on project teams.
  • Proficiency in developing business process documentation, system documentation, and user reference materials.
  • Expert level user of Microsoft Office products, including Access, Excel, Word, PowerPoint and Visio.
  • Ability to work independently, with limited supervision, and as part of a team.
  • Excellent problem solving and decision-making skills with strong attention to detail.
  • Highly organized and able to balance multiple activities and client initiatives in a fast-paced environment.
  • Desire to be part of a vibrant team, have fun and celebrate success.

About Green Shield Canada

We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that's what it takes to create better health for all. We dare to challenge the status quo. And we're driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That's why we provide a place where you can be inspired, challenged, and rewarded.

What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply.

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