Job Description

For over 75 years, Medavie Blue Cross has been a leading health and wellness partner for individuals, employers and governments across Canada. As a not-for-profit organization, we proudly invest in communities to help address some of Canada\'s most pressing health care challenges. We are one of Canada\'s Most Admired Corporate Cultures, one of Canada\'s Top 100 Employers, Canada\'s Life & Health Insurer of the Year for 2021 and an Imagine Canada Caring Company.

Our 2,400 professionals work across six provinces, united by our shared values of being caring, accountable, responsible, innovative and community-minded. We\'re committed to ensuring our employees thrive in our award-winning, collaborative culture focused on ensuring health, wellness, and personal and professional growth through a variety of programs and support across our organization.

Together with Medavie Health Services, we are part of Medavie - a national health solutions partner with over 7,200 employees. Our mission is to improve the wellbeing of Canadians.

Job Title: Benefits + Specialist
Department: Information Services - Operations
Competition: 85997
Internal/External: Both
Employment Type: Full Time Permanent
Location: Newfoundland
Salary: Competitive Compensation and Benefits
Reports To: Team Leader

The Opportunity

Working in an innovative environment and customer centric space, the Benefits + Specialists will develop a high level of knowledge of Medavie Blue Cross products and services in order to meet the needs of walk-in traffic and answer inquiries professionally. With customers directly in front of you, you must at all times, be professional, courteous and deliver exceptional customer service. Medavie Benefits + Specialists essentially are the face of the company to our customers.

Hours of work for this position will be between 8:30 am to 4:30 pm, Monday to Friday.

As a Medavie Benefits + Specialists your key responsibilities are:

• Working with the public providing superior front-line customer service.
• Educate our members on our self-service platforms and guiding the member through our digital channels.
• Assess customer needs and address issues in a timely manner, including appropriate customer follow up.
• Answer routine customer questions relating to policy and/or company products, providing guidance on their benefits.
• Ask questions to determine details on claims submissions and customer inquiries or concerns.
• Corresponding to members via email pertaining to their benefits.
• Meet team and corporate goals and objectives based on your performance and contribution to the team.
• Handle sensitive issues in order to ensure customer satisfaction, while demonstrating empathy and creativity.
• Support continuous improvement by actively seeking and identifying improvements to processes and services from clients\' perspective as well as from personal experience, sharing ideas with team, leaders and others as appropriate.
• Other duties as assigned.

Required Qualifications

• Education:High school and one year post-secondary diploma or equivalent
• Work Experience:Eighteen months or relevant experience, at least 1 year in a position with face to face customer contact.
• Highly effective listening skills to ascertain customers\' needs, and determine appropriate action required for resolution. Excellent verbal skills for explaining complex issues to customers. Excellent written communication skills.
• Computer Skills: Experience working in a PC setting with multiple software applications including experience navigating between multiple applications and the internet. Strong keyboarding skills and the ability to enter data with speed and precision.
• Language Skills: Bilingualism in English and French considered an asset.

Core Competencies

• Knowledge: Demonstrates knowledge of customer needs and various processes and procedures in own work area as well as a general understanding of processes in related work areas. Has a broad understanding of how Medavie Blue Cross works.
• Analytical Thinking: Uses business knowledge and experience to solve routine problems. Asks questions to determine the sources of the problem; discusses possible solutions and makes suggestions.
• Communication Skills: Communicates clearly and confidently verbally and in writing to a variety of audiences. Demonstrates the ability to tailor information and delivery to suit the nature of the material, audience and situation.
• Customer Orientation: Regularly handles routine customer questions and problems independently and proactively manages and monitors customer satisfaction while providing friendly and courteous customer service.
• Execution and Organizational Skills: Organizes work and information in a well thought out manner to deliver on specific tasks and milestones to meet deadlines. Exhibits high levels of energy and perseverance on the pursuit of established goals.
• Team Work: Demonstrates an understanding of how the job contributes to the overall work unit and helps others with problem situations without being asked.

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We are an Equal Opportunity Employer.

Medavie Blue Cross strives to foster a culture where everyone is enabled to achieve their full potential - a culture of diversity, equity and inclusion (DEI) where we live our values every day in the way we treat each other, our members and the communities we serve. Accessibility is a top priority.

For applicants with disabilities, we provide accommodations throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Medavie Blue Cross Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act.

We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.

Medavie Blue Cross