CLIENT SUCCESS SPECIALIST

WHO WE ARE When it comes to health, we’re always looking for waysto push for better. It’s why we were founded in the first place. In 1957, ourfounder, pharmacist William Wilkinson, witnessed a mother sacrifice her healthby forgoing her own medicine to pay for her sick daughter’s prescription. Heknew there had to be a better way. So, he introduced North America’s firstprepaid drug plan, and GreenShield was born as a not-for-profit with a missionto support better health for all Canadians. We aren’t just a health and benefits company. We’rethe only not-for-profit social enterprise that brings worlds of coverage andcare together, all in one place.We’re noble challengers, purposefully building a betterway and we need the best people to help us create a more holistic approach thattakes care of the mind and body.Our mission is to create better health for allCanadians, and we know that starts with our employees. THE ROLE IN A NUTSHELL Base Salary: CAD $59,688.00 - 91,109.00 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. 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 (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. 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 vibrant team, have fun and celebrate success. THE CULTURE We believe a career should be meaningful. Not just ameans to earn a living. Our culture is one where everyone's voice is heard andvalued. Because that’s what it takesto create better health for all. We dare to challenge the status quo. And we’redriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. That’s why we provide aplace where you can be inspired, challenged, and rewarded.Where your growth means our growth.Where your voice is heard and valued.Where your work has purpose. And purpose matters.We believe our people arecritical to our overall success. Inclusivity makes us a stronger, smarter andmore informed organization. Being intentionally inclusive of diversebackgrounds, perspectives and experiences will enhance our company culture topositively impact how we support our communities. A career at GreenShield isn’t just about personalachievements, it's about making adifference together.Here’s to Better Health for All AFEW MORE DETAILS Proficiency in English is requiredfor this position. As part of this role, you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition, we aim to ensure that our employees can excel in their roles,collaborate, and communicate effectively, and contribute to the success of ourorganization. GS supports diversity, equity andinclusion in our teams and communities, and we value the unique contributionsmade by all. Even if your experience doesn’t align perfectly to everyrequirement, we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through Information received relating toaccommodation will be addressed confidentially. Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions, future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate statistical purposes (which uses no personal identification). AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support. #J-18808-Ljbffr