Client Services Administrator

At Doctors of BC our vision is to promote a social, economic, and political climate in which members can provide the citizens of BC with the highest standard of health care, while achieving maximum professional satisfaction and fair economic reward.

Together, we make a difference so our doctors can make theirs. Join us today

**THE JOB: Client Services Administrator, Members Products and Services**

The starting salary range falls within the minimum to mid-point of the salary range.

Starting Salary Range: $49,991 - $62,489

Reporting to the Advisory Services Manager, the Client Services Administrator is responsible for seamless new business and in-force service coordination between Doctors of BC insurance advisors and the individual insurance carriers we place life, disability and critical illness business with.
- Manages Underwriter/Case Coordinator questions and coordinates responses with Insurance Advisors.
- Proactively contacts members for in-force service needs of policies as well as reviewing policies for accuracy and coordinate delivery with Advisors.
- Provides information and responds to queries on Insurance products and programs by phone or through written correspondence to members, authorized representatives, members' employees, prospective members, insurers, health care service providers.
- Organizes and maintains electronic and paper files, documentation and tracking systems.
- Proactively calls members to inform them of program offerings, discusses their insurance needs and provides basic planning advice.
- Gathers system data and creates Excel reports. Identifies systems and process issues and potential solutions.
- Acting as back up to team members during absences and assists Insurance Administrators as required.
- Prepares for member appointments with advisors, provides background research and prepares files for meetings

**WHAT SUCCESS LOOKS LIKE**

**Building Relationships (I)**:

- Establishes and maintains relationships and alliances.
- Shares information and readily determines whom to go to for relevant information.
- Seeks assistance and feedback in the problem solving process.
- Partners with others to achieve expectations.

**Communication for Results (I)**:

- Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving.
- Seeks and shares relevant information, opinions, and judgments.
- Handles conflict empathetically.
- Explains the context of interrelated situations, asks probing questions, and solicits multiple sources of advice prior to taking action when appropriate.

**Initiative (I)**:

- Seeks out new challenges that require risk taking.
- Determines the resources, team support, and technical needs necessary to enable success and procures them.
- Keeps responding to the challenge in spite of obstacles and setbacks.

**Problem Solving (I)**:

- Applies problem-solving methodologies and tools to diagnose and solve operational and interpersonal problems.
- Determines the potential causes of the problem and devises testing methodologies for validation.
- Shows empathy and objectivity toward individuals involved in the issue.
- Analyzes multiple alternatives, risks, and benefits for a range of potential solutions.
- Recommends resource requirements and collaborates with impacted stakeholders.

**Thoroughness (I)**:

- Demonstrates operational agility.
- Uses organizational systems that result in multiple critical activities to be identified and completed on time.
- Renegotiates priorities as necessary.
- Puts systems in place and uses them to monitor and detect errors and problems.
- Tests and inspects outputs and applies quality checks prior to work submission.

**Doctors of BC Team Member**: Approaches work with a collaborative spirit recognizing we are better together. Embraces change, provides excellence in service and is accountable for their results and helping others achieve theirs. Does the right thing, not the easy thing. Speaks openly and honestly to tackle tough challenges and enrich relationships. Balances hard work with fun and is genuinely friendly and committed to other’s wellbeing.

**WHAT YOU BRING**
- High school graduation supplemented by post-secondary education or technical training, as well as one year of related experience; OR an equivalent level or related work experience in lieu of post-secondary education may also be considered.
- Life and Accident Insurance License preferred but not required
- Experience working with customer relationship management systems and strong understanding of the need for excellent documentation
- Superior interpersonal, oral communication and customer service skills.
- Excellent writing skills and proven ability to develop clear, concise and comprehensive written communication.
- Adept at balancing major concurrent tasks and projects while ensuring a high degree of accuracy.
- Proven ability to respond to a wide variety of issues and