Job Description

Job Summary

WA Health is seeking a professional, compassionate, and detail-oriented

Customer Service Representative (CSR)

to join our Third-Party Administrator (TPA) team. As the first point of contact for members and clients, you will handle incoming calls and emails, respond to inquiries regarding health and pension benefits, and support the enrollment and administrative process. This role requires strong communication skills, a customer-first mindset, and the ability to work effectively in a fast-paced environment.

Who We Are

W.A. Health, we specialize in providing comprehensive third-party administration services for health and welfare and pension trusts, focusing on the unique needs of multi-employer plans. With decades of experience in the industry, we have established ourselves as a trusted partner dedicated to delivering tailored, efficient, and secure benefits administration solutions.

What We Believe

WA Health believes in the Power of People. We put our people first.

Diversity empowers our team. Innovation drives our effective solutions. Motivated individuals enhance patient care. Every team member matters at WA Health. Your potential knows no bounds with us.

Responsibilities:

Provide compassionate and effective customer service to union members and their families. Process and adjudicate health and dental benefit claims, ensuring accuracy and compliance with plan rules. Respond to phone and email inquiries related to eligibility, claims status, reimbursements, and coverage details. Document all interactions thoroughly using our ticketing system. Collaborate with providers, internal teams, and third-party systems (e.g., Claimsecure). Investigate and resolve discrepancies or claim issues in a timely and professional manner. Maintain knowledge of plan updates, eligibility rules, and adjudication policies.

Qualifications:

Minimum 2 years of experience in customer service, insurance claims, benefits administration, or a similar field. Familiarity with group benefits, third-party adjudication platforms, or union plans is a strong asset. Strong interpersonal and communication skills--empathetic, clear, and solutions-oriented. Excellent attention to detail and ability to work with confidential information. Comfortable with Microsoft Office, CRM or ticketing tools (e.g., Freshdesk or Freshservice), and digital phone systems. Bilingual (English/French) is a bonus but not required.

Preferred Skills:

Empathy and patience when dealing with sensitive or personal inquiries. Problem-solving skills to resolve member issues efficiently. Team player with a proactive attitude. Strong attention to detail and data accuracy.
WA Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Type: Full-time

Pay: $52,000.00-$60,000.00 per year

Benefits:

Casual dress Dental care Extended health care Paid time off Vision care
Schedule:

Monday to Friday Overtime Weekends as needed
Experience:

Customer service: 2 years (required)
Location:

Hamilton, ON L8N 1G4 (required)
Work Location: In person

Application deadline: 2025-09-30