Customer Service Representative

About Pacific Blue Cross

Pacific Blue Cross (PBC) has been British Columbias leading benefits provider for over80 years. We are an independent not-for-profit society with strong roots in BCs health care system. We provide health dental life disability and travel coverage to 1 in 3 British Columbians through employee group plans and individual plans.

We are fueled by a commitment to keep health care sustainable for all British Columbians. Through our PBC Health Foundation we fund projects that improve health outcomes directly related to mental health and wellbeing as well as the prevention and/or management of chronic disease. We are interested in finding people who want to make a difference and who are looking to grow their career with us.

Perks

• Work-life balance with flexible working hours of 7 hours per day Monday to Friday (i.e. 35 hours per week).
• Paid vacation starts at 3 weeks per year and increases with years of service.
• Hybrid work environment (i.e. a combination of work from office and work from home days).
• Generous benefits including extended health dental and life insurance; these benefit premiums are 100% paid by PBC.
• Company pension contributions after 1 year of service.
• Education allowance up to $1000 per calendar year.
• Onsite gym cafeteria and access to virtual doctors/counsellors 24/7 via our Employee Family Assistance Program!

About the Position

• We are searching for permanent Customer Service Representatives to join our Customer Experience team.
• This position is unionized and part of the CUPE 1816 Bargaining Unit. This position is paid at hourly rates and receives wage increases in accordance with the Collective Agreement. The wage for this position is: $4617 per month to start (equivalent to $55404 per year) and then progressing up to $5407 per month (equivelant to $64884 per year).

The role will include in office training (at our Burnaby office) for the first 4 weeks after which thewill have ahybrid basis typically one week in the office and then one week at home.

Job Summary

Under the general supervision of the Team Leader Customer Experience the Customer Service Representative Customer Experience provides inbound and outbound call centre services to external stakeholders for a diverse range group and individual dental extended health and travel benefit plans; provides support and shares knowledge with team members regarding inquiries escalations and navigation through company software and resources; monitors the potential for fraudulent claims; supports new employees; and maintains up to date knowledge of benefit plans and claims processing rules policies procedures system requirements terminology and other information related to the provision of call centre services.

Job Duties

Customer Client and Member Service

1. Provides inbound and outbound call centre services to members plan administrators service providers employers and government agencies for a diverse range of group and individual dental extended health and travel benefit plans by:

• receiving incoming correspondence to identify client needs.
• calling external stakeholders to follow up and/or respond to inquiries.
• applying a variety of customer service tools and techniques to clarify client issues diffuse hostility communicate efficiency and effectively and enhance customer experience.
• accessing a variety of internal and external information resources and online systems to determine appropriate response action escalation or referral.
• answering inquiries concerning benefit enrollment status coverage eligibility and entitlements as well as claim submission status and payments.
• researching and processing adjustments on previously examined claims.
• documenting all client interactions for future reference.
• ensuring all interactions are completed within established standards of service delivery and service level objectives to facilitate the achievement of productivity and efficiency and customer/provider satisfaction.

2. Provides support and shares knowledge with team members regarding inquiries escalations and navigation through company software and resources.

3. Compiles and forwards information necessary to initiate a task (e.g. stop payments on cheques) and direct deposit trace requests to Finance or other department

General Department and Team Support

4. Provides feedback to leadership on customer service issues concerns and trends.

5. Supports new employees by demonstrating the execution of specific tasks and duties and sharing knowledge and experience on request.

6. Maintains up-to-date knowledge of benefit plans and claims processing rules policies procedures system requirements terminology and other information related to the provision of call centre services to customers clients and members through regular review of job aids department emails and bulletins.

7. Monitors calls for potential fraudulent claims. Forwards suspicious activity to internal stakeholders claims for further investigation.

8. Participates in special projects as required.

9. On a relief basis performs the duties of the Receptionist Customer Experience.

10. Performs other assigned duties related to the provision of call centre services administrative and/or clerical support which do not affect the rating of the job.

Qualifications

• High school graduation or equivalent.
• Keystroking skills of 6500 ksph.
• Typing skills of 35 wpm.
• Demonstrated proficiency in the use of basic Word and basic Excel.
• 1 year of previous related experience in a customer service-oriented position or equivalent.

If youre excited about taking on this opportunity we invite you to apply today and start the conversation with us about this position.

Please apply via our website this week at we thank allapplicants for their interest only short-listed candidates will be contacted.

Diversity Equity and Inclusion

PBC is an Indigenous Works employer of choice an Insurance Business Canada Diversity Equity and Inclusion award winner one of Canadas Greenest employers a Canadian Centre for Diversity and Inclusion (CCDI) employer partner and a Pride at Work partner.

We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of race ethnicity gender sexual orientation religion ability education level parental status or socioeconomic are an equal opportunity employer and welcome applications from all qualified candidates.

To request an accommodation in completing this job application testing interviewing or otherwise participating in the employee selection process please direct your inquiries to. These accommodation requests will be reviewed confidentially and on a case-by-case basis by Human Resources.