Client Success Specialist

**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.

**THE ROLE IN A NUTSHELL**

**RESPONSIBILITIES**
- Support the GSA Team (Business Development, Account Management, Product) 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.
- Key business representative and liaison supporting client driven development requests, and managing requirements for various system enhancements, initiatives, and projects. This includes developing process documentation and conducting user acceptance testing as required, supporting Senior Client Success Specialists.
- 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.
- 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 (e.g., 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.
- Some overnight travel will be required to destinations such as Montreal, Quebec City and/or Toronto.

**WHO WE'RE LOOKING FOR**
- 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 skillet 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.
- 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.
- Desi