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Bilingual Customer Service Representative

2 weeks ago

Toronto, Canada The Cigna Group Full time

Express Scripts Canada est à la recherche d’un représentant bilingue pour son Centre d’appels à l’intention des fournisseurs. La personne recherchée doit pouvoir travailler jusqu’à 35 heures par semaine et être en mesure de travailler l’après-midi et le soir ainsi qu’occasionnellement les fins de semaine ou les jours fériés.

Le personnel du Centre d’appels à l’intention des fournisseurs agit à titre d’intermédiaire entre les fournisseurs, les clients, les participants aux régimes et Express Scripts Canada en ce qui concerne les demandes quotidiennes relatives au traitement des demandes de règlement et les questions relatives aux couvertures. Le représentant du Centre d’appels doit refléter l’engagement d’Express Scripts Canada en matière d’accessibilité et de rapidité de réponse aux appelants qui ont besoin d’aide. Ce poste est essentiel au maintien des niveaux de service et des objectifs contractuels.

**Responsabilités principales**:

- Répondre aux appels provenant de différents professionnels de la santé.
- Répondre aux questions sur l’admissibilité aux couvertures (soins dentaires, médicaments, équipement médical et fournitures médicales, soins médicaux complémentaires, soins de la vue et counseling en santé mentale) ainsi qu’à des questions des fournisseurs, des participants aux régimes et des clients relatives aux demandes de règlement.
- Déterminer les besoins de l’appelant et les évaluer afin de trouver une solution.
- Répondre aux questions de manière exacte et donner des renseignements complets de façon rapide et professionnelle.
- Offrir du soutien technique, au besoin, afin d’aider les fournisseurs à soumettre leurs demandes de règlement par voie électronique.
- Collaborer avec les autres équipes et services de l’entreprise.
- Communiquer de manière efficace.
- Offrir une expérience client hors pair lors de chaque interaction.
- Accomplir d’autres tâches, au besoin.

Les horaires associés à ce poste sont variables et peuvent comprendre les fins de semaine. Le Centre d’appels est ouvert du lundi au vendredi de 6 h 30 à minuit, ainsi que les fins de semaine et les jours fériés, de 8 h à minuit.

**Compétences recherchées**
- Posséder un minimum de 1 année d’expérience de travail à un poste au sein d’un centre d’appels ou en service à la clientèle.
- Présenter d’excellentes habiletés de communication à l’oral comme à l’écrit.
- Présenter d’excellentes habiletés interpersonnelles et être en mesure de travailler seul ou en équipe.
- Être en mesure de résoudre des problèmes.
- Être en mesure de travailler le jour, le soir et les jours fériés.
- Maîtriser la suite Microsoft Office (Word, Excel, Outlook) et avoir de bonnes aptitudes en saisie au clavier.
- Être bilingue, en français et en anglais.

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The Provider Call Centre is the main venue for communication between providers, clients and members and Express Script Canada regarding day-to-day claims adjudication queries and coverage inquiries. The Customer Service Representatives reflect Express Script Canada’s commitment to accessibility and responsiveness to all callers who require support-. This position is instrumental in meeting contractual objectives and service levels.

**Key Responsibilities**:

- Respond to inbound calls from a variety of Health Care Providers
- Respond to inquiries regarding eligibility of health care benefits (Dental, Pharmacy, Medical Supplies and Equipment, Extended Health, Vision Care and Mental Health Counselling) and claim inquiries to providers, members and clients
- Identify and assess the caller’s needs to provide resolution
- Provide accurate, and complete information in a prompt and professional manner
- Provide technical support where required to assist providers with electronic claims submissions
- Collaborate with other internal teams & departments
- Communicate effectively and efficiently
- Provide a world-class customer service experience with every interaction
- Other duties as assigned

Please note this role requires flexible availability and may include weekend shifts. The Call Centre hours are Monday to Friday, 6:30am to midnight and weekends and holidays, 8:00am to midnight.

**Qualifications**:

- A minimum of 1 year of prior experience in a call center or customer service role
- Excellent verbal and written communication skills
- Strong interpersonal skills with the ability to work independently and within a team environment
- Problem-solving skills
- Flexibility in working days, evenings and holidays
- Skilled in MS Office (Word, Excel, Outlook), along with strong keyboarding skills
- Bilingualism, English and French, is required

**Express Scripts Canada is a Cigna company**

Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates