Job Description

**Starting In June 2024**For over 75 years, Medavie Blue Cross has been a leading health and wellness partner for individuals, employers and governments across Canada. We are proud to be a not-for-profit organization dedicated to giving back to the communities where we live and work, and to ensuring our employees thrive in our award-winning, collaborative culture. We are one of Canada\'s Most Admired Corporate Cultures and are recognized as a Caring Company, a designation for national leaders in community investment and social responsibility.Our team of 2,100 professionals work across six provinces. We excel by living our shared values of being caring, accountable, responsible, innovative and community-minded. We\'re committed to ensuring the health and wellness of our employees and their families, along with personal and professional growth, through a variety of programs and support at all levels of our organization.Along with Medavie Health Services, we are part of Medavie - a national health organization with over 6,400 employees. Together, our mission is to improve the wellbeing of Canadians.Job Title: Customer Service Representative
Department: NSPP
Competition: 87053Internal/External: Internal/External
Employment Type: 12 Month Term
Location: Nova Scotia
Salary:Competitive Compensation
Reports To: Team LeaderPosition SummaryWorking in a team environment, the Customer Service Representative will communicate with key customers by telephone in a knowledgeable and professional manner. The position is in a contact centre environment with high call volumes. The CSR will need to ensure dedicated focus on each call to enhance customer experience. This role will require wearing a head-set for prolonged periods of time. The goal of the Customer Service Representative is to provide consistent, positive customer service experience. Hours of operation are 8:00am to 5:00 pm (Monday-Friday). Part time hours are 11:30-4:30pm ( 25 hours a week).Key Responsibilities

• Serve as the initial contact resolution for a high volume of incoming telephone calls.
• Committed to excellence in customer service, providing the highest level of dedication in all program areas.
• Access customer needs and address issues in a timely manner (including appropriate customer follow-up) meeting quality objectives. \xe2\x80\xa2Quickly assess and resolve any challenging situations and provide effective strategies, aiming for a first-call resolution
• Respond to inquiries related program eligibility and other general inquiries.
• Meet the key performance indicators (KPI) required by the MSI Contract.
• Provide operational support to Provincial Programs as needed.
• Adhere to established policies and guidelines defined by the NS Department of Health and Wellness.
• Adhere to privacy guidelines following proper procedures.
• Process documentation related to the various provincial programs as required.

Required Qualifications

• Highly effective listening skills to ascertain customer\'s needs, and determine appropriate action required for solution.
• Excellent verbal skills to explain complex issues to customers.
• Excellent written communication skills.

• High degree of attention to detail and accuracy when updating resident files

Education: High school diploma; Enrollment in post secondary education
Work Experience: Customer Service experience would be an assetOther Qualifications:Computer Skills: Experience working in a PC setting with multiple software applications including experience navigating between 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.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.#CBM1

Medavie Blue Cross