Client Success Specialist

4 days ago

Calgary, Alberta, Canada Green Shield Canada Full time

About the Role

The Client Success Specialist - Benefits Administration will play a vital role in supporting the GSA Team (Business Development, Account Management, Product) to secure service and retain client business, ensuring Service Levels are met or exceeded.

Key Responsibilities

  • Client Support: Respond to varied client service requests in regards to their benefit plans, reporting needs and system access, as required.
  • Representative: Represent GSA in departmental initiatives and organizational projects as required.
  • Requirements Management: Key business representative and liaison supporting client-driven development requests, and managing requirements for various system enhancements, initiatives, and projects.
  • Client Relationship Building: Foster strong and effective client relationships, aligning with the Account Management Team.
  • Meetings and Workshops: Host meetings and lead workshops, gathering requirements from key stakeholders, while identifying opportunities to improve business processes and enhance client satisfaction.
  • Communication: 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.
  • Process Improvement: Responsible for understanding, adhering to, and evolving our processes within GSA, our Partners and the broader Enterprise.
  • Documentation: Maintain and evolve support documentation and reference materials for both internal and external use.
  • Issue Resolution: 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.
  • Gap Analysis: Work to identify both process and/or technology gaps and risks, including possible mitigation.
  • Stakeholder Engagement: 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.

Requirements

  • Experience: 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.
  • Education: University degree or college diploma in business or Computer Science Degree or related discipline required.
  • Designation: GBA designation is considered an asset.
  • Skills: Understanding of group benefits administration issues, claims processes, health/dental claims adjudication, and group contracts.
  • Analytical Mindset: Analytical mindset with experience reviewing complex data structures, business problems, and defining business process solutions and/or system requirements.
  • Agile Methodologies: Gain understanding requirements definition and management techniques including business process, use case, workflow, user acceptance testing and data modeling.
  • Technical Skills: 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.
  • Soft Skills: 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.
  • Microsoft Office: Expert-level user of Microsoft Office products, including Access, Excel, Word, PowerPoint and Visio.
  • Communication: 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.
  • Organizational Skills: Highly organized and able to balance multiple activities and client initiatives in a fast-paced environment.

About Green Shield Canada

At 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.

Why Join Us?

We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at Green Shield Canada isn't just about personal achievements, it's about making a difference together.

Language Proficiency

Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.

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