Customer Experience Management Specialist Hybrid

WHO WE ARE
When it comes to health were always looking for waysto push for better. Its why we were founded in the first 1957 ourfounder pharmacist William Wilkinson witnessed a mother sacrifice her healthby forgoing her own medicine to pay for her sick daughters prescription. Heknew there had to be a better way. So he introduced North Americas firstprepaid drug plan and GreenShield was born as a non-profit with a missionto support better health for all Canadians.

We arent just a health and benefits company. Werethe only non-profit social enterprise that brings worlds of coverage andcare together all in one place.
Were noble challengers purposefully building a betterway and we need the best people to help us create a more holistic approach thattakes care of the mind and body.

Our mission is to create better health for allCanadians and we know that starts with our employees.

THEROLE IN A NUTSHELL

Base Salary: CAD $59383.00 - 79261.00

THE ROLE IN A NUTSHELL

Reporting to the Supervisor Customer ServiceOperations The Customer Experience Management Specialist serves as the primarypoint of contact for complex member concerns requiring specialized supportbeyond the frontline Contact Centre. Taking full ownership of each case frominitial contact through resolution this role is responsible for deliveringexceptional service while ensuring members receive timely accurate andcompassionate support.

In addition to managing live transfers the CustomerExperience Management Specialist proactively contacts members who providefeedback through post-interaction surveys to better understand theirexperience resolve outstanding concerns and build confidence in GreenShieldsservice.

Working within established policiesprocedures and service standards the Customer Experience ManagementSpecialist collaborates with internal business partnersincluding Claims DrugAuthorization Contact Centre Operations and other operational teamstoinvestigate issues coordinate solutions and communicate outcomes to members.

This role also plays a critical part insupporting organizational improvement by ensuring every member interaction isaccurately documented and categorized. Through consistent high-quality datacapture including escalation drivers root causes avoidable versus unavoidableissues and resolution outcomes TheCustomer Experience Management Specialist provides the information needed toidentify trends and support business decisions.

The Customer Experience Management Specialistworks closely with Supervisor Customer Service Operations by maintainingaccurate case records identifying recurring member concerns and contributinginsights that support coaching process improvements and initiatives designedto enhance the overall member experience.

WHO WERE LOOKING FOR

WHAT WE ARE LOOKING FOR

• Experience in a contact centre or member service environment managing complex customer interactions.
• Demonstrated experience handling escalated or sensitive member concerns.
• Strong conflict resolution and de-escalation skills.
• Excellent written and verbal communication skills.
• Strong analytical thinking and sound decision-making abilities.
• Exceptional attention to detail with the ability to maintain accurate documentation.
• Proven ability to work independently while managing multiple priorities.
• Strong organizational and case management skills.
• Ability to collaborate effectively with cross-functional teams.
  
  

NICE TO HAVE

• Experience in health benefits insurance or claims administration.
• Experience with case management or complaint resolution.
• Experience working with reporting or operational data.
• Bilingual (English/French).

THE CULTURE
We believe a career should be meaningful. Not just ameans to earn a living. Our culture is one where everyones voice is heard andvalued. Because thats what it takesto create better health for all. We dare to challenge the status quo. And weredriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. Thats why we provide aplace where you can be inspired challenged and rewarded.

Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people arecritical to our overall success. Inclusivity makes us a stronger smarter andmore informed organization. Being intentionally inclusive of diversebackgrounds perspectives and experiences will enhance our company culture topositively impact how we support our communities. A career at GreenShield isnt just about personalachievements its about making adifference together.

Heres to Better Health for All!

AFEW MORE DETAILS
Proficiency in English is requiredfor this position. As part of this role you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition we aim to ensure that our employees can excel in their rolescollaborate and communicate effectively and contribute to the success of ourorganization.

GS supports diversity equity andinclusion in our teams and communities and we value the unique contributionsmade by all. Even if your experience doesnt align perfectly to everyrequirement we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through Information received relating toaccommodation will be addressed confidentially.

Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions and ideate on interview questions. We also leverage AI for interview transcription support.

Required Experience:

IC