Bilingual Customer Service Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Handle incoming health-related calls, faxes, mail, and web-based inquiries from healthcare professionals.

• Gather all essential information needed to process medical authorization requests.

• Address and resolve issues pertaining to authorization requests.

• Provide responses to inquiries regarding health care benefits, program eligibility, and general questions.

• Deliver exceptional customer service across all service areas.

• Collaborate with medical consultants and healthcare professionals to clarify requests.

• Review, analyze, and process requests based on established guidelines.

• Communicate with clients, medical consultants, healthcare professionals, and stakeholders through email, phone, and other channels.

• Operate within the Medical Authorization Centre, a specialized center for the authorization and reimbursement of health benefits.

⛳️ Requirements

• Capability to review, analyze, and process requests from healthcare professionals according to predetermined criteria.

• Clear, concise, and friendly communication skills via email and phone.

• Proficiency in organizing work and information accurately and efficiently.

• Strong technical skills and ability to multitask across various software applications.

• Competence in corresponding with clients, medical consultants, healthcare professionals, and stakeholders using diverse communication methods.

• Ability to perform tasks swiftly and accurately under pressure.

• High level of attention to detail and the capacity to focus while using a computer for extended periods.

• Ability to work autonomously as well as part of a team.

• Post-secondary diploma or degree and/or relevant experience in customer service or office administration.

• Strong problem-solving and critical-thinking abilities.

• Must be fully bilingual in English and French, both written and verbal.

• Required to obtain Reliability Status Clearance (Enhanced Level B), which includes fingerprinting, a criminal record check, and a credit check.

• Must have resided in Canada for a minimum of 5 years.

• Must hold Permanent Resident or Citizenship Status.

• A private, secure home working area with locked doors, locked office space, and an approved locking file cabinet.

• Approved home network with compliant router/password security.

• Private work area free from household noise.

• Privacy protections for monitors, including privacy screens where necessary.

• Secured e-work space when unattended.

• Mandatory headset; speakerphone use is not permitted.

🏝️ Benefits

• Comprehensive health and dental coverage that is entirely employer-paid starting on your first day.

• Permanent full-time position with potential for growth within a well-established organization.

• 100% employer-matched Defined Contribution Pension Plan.

• Annual Incentive Bonus.

• Paid vacation time.

• A gifted week of vacation during your first year.

• Optional Vacation Purchase Program.

• Monday to Friday shifts with no weekend work required.

• Extensive virtual paid training program.

• Opportunities for career development and advancement.

• Personal wellness account.

• Access to health resources.

• Discounts for fitness center memberships.

• Necessary equipment provided for remote work.

• Flexible work options available.

• Supportive leadership environment.

• Meaningful work experiences.

• Diverse team of colleagues with various areas of expertise.