Customer Service Representative

Description:

The Provider Call Centre is the main venue for communication between providers and Express Script Canada regarding day-to-day claims adjudication queries. The Customer Service Representatives reflect Express Script Canada’s commitment to accessibility and responsiveness to providers. 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
• Identify and assess the caller’s needs
• 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

Qualifications:

• 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