Job Description

Express Scripts Canada est a la recherche d'un representant bilingue pour son Centre d'appels a l'intention des fournisseurs. La personne recherchee doit pouvoir travailler jusqu'a 35 heures par semaine et etre en mesure de travailler l'apres-midi et le soir ainsi qu'occasionnellement les fins de semaine ou les jours feries.


Le personnel du Centre d'appels a l'intention des fournisseurs agit a titre d'intermediaire entre les fournisseurs, les clients, les participants aux regimes et Express Scripts Canada en ce qui concerne les demandes quotidiennes relatives au traitement des demandes de reglement et les questions relatives aux couvertures. Le representant du Centre d'appels doit refleter l'engagement d'Express Scripts Canada en matiere d'accessibilite et de rapidite de reponse aux appelants qui ont besoin d'aide. Ce poste est essentiel au maintien des niveaux de service et des objectifs contractuels.

Responsabilites principales :

Repondre aux appels provenant de differents professionnels de la sante. Repondre aux questions sur l'admissibilite aux couvertures (soins dentaires, medicaments, equipement medical et fournitures medicales, soins medicaux complementaires, soins de la vue et counseling en sante mentale) ainsi qu'a des questions des fournisseurs, des participants aux regimes et des clients relatives aux demandes de reglement. Determiner les besoins de l'appelant et les evaluer afin de trouver une solution. Repondre aux questions de maniere exacte et donner des renseignements complets de facon rapide et professionnelle. Offrir du soutien technique, au besoin, afin d'aider les fournisseurs a soumettre leurs demandes de reglement par voie electronique. Collaborer avec les autres equipes et services de l'entreprise. Communiquer de maniere efficace. Offrir une experience client hors pair lors de chaque interaction. Accomplir d'autres taches, au besoin.

Les horaires associes a 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 a minuit, ainsi que les fins de semaine et les jours feries, de 8 h a minuit.

Competences recherchees

Posseder un minimum de 1 annee d'experience de travail a un poste au sein d'un centre d'appels ou en service a la clientele. Presenter d'excellentes habiletes de communication a l'oral comme a l'ecrit. Presenter d'excellentes habiletes interpersonnelles et etre en mesure de travailler seul ou en equipe. Etre en mesure de resoudre des problemes. Etre en mesure de travailler le jour, le soir et les jours feries. Maitriser la suite Microsoft Office (Word, Excel, Outlook) et avoir de bonnes aptitudes en saisie au clavier. Etre bilingue, en francais et en anglais.

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Express Script Canada is looking for Bilingual Customer Service Representative to work within our inbound Provider Call Centre. The ideal candidate must be able to work up to 35 hours per week and be flexible working afternoons and evenings, as well as occasional weekends and holidays.


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

Internal Application Deadline - September 25, 2025

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 including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.

About Express Scripts Canada

Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy(TM) services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.


It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.


We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.


We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.


We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.


If you require accommodation in completing the online application process, please email: eschr2@express-scripts.com Do not email eschr2@express-scripts.com for an update on your application or to provide your resume as you will not receive a response.