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Bilingual Customer Service Representative

Montreal, Quebec
Bilingual Customer Service Representative

Our client is actively seeking to hire 2 permanent and 2 additional contract Bilingual customer service representatives. The client is a Fortune 500 health company transforming the way organizations and employees think about and participate in their benefit plan. Through the clients proprietary consumer intelligence, clinical expertise and patients-first approach, they promote better health outcomes for plan members while managing and reducing plan sponsor costs. The primary role requires the applicant to respond to in-coming medical provider inquiries. The Provider Call Centre is the venue for telephone communication related to day-to-day claims adjudication queries. This position is instrumental in meeting contractual objectives and service levels.
 
Tasks
  • Respond to a steady volume of inbound calls from Health Care Providers
  • Respond to inquiries regarding eligibility on multiple benefit types (Dental, Pharmacy, Medical Supplies and Equipment, Extended Health, Vision Care and Mental Health Counselling) and claim inquiries
  • Identify and assess Providers’ needs and achieve first call resolution on every call
  • Provide accurate, valid, and complete information in accordance with applicable call scripts and documented procedure manuals
  • Provide technical support to Providers where required in order for the Provider to submit claims electronically, assist in navigation of public websites, and troubleshoot on claims transmission errors
  • Keep abreast of procedural changes, circulated newsletters and external communications to ensure the most accurate information is communicated to Providers on the call
  • Manage complaints and provide appropriate solutions and follow-up where required to resolve an inquiry. In cases of an escalated nature, the CSR will transfer the live call to a Supervisor for assistance
  • Participate in training and cross training for Pharmacy, Dental, Medical Supplies and Equipment, Vision Care, Mental Health Counselling and Extended Health benefits as required for skill development
  • Attend regular team meetings for procedural updates and team building and coaching sessions as required for quality assurance and performance development
Physical Demands/Working Conditions
  • Job requires precise finger/hand movements while working with a keyboard
  • Need to remain at work-station for lengthy periods
  • Must be flexible to work shifts; including days, afternoons, evenings – 6:30 a.m. to midnight, weekends and holidays 8:00 a.m. to midnight
Qualifications
  • Bilingualism fluency in French and English is required
  • One-year experience in a call centre or customer service environment
  • Intermediate skills in MS Office (Word, Excel, Outlook)
  • Strong keyboarding skills
  • Excellent verbal and written communication skills
  • Strong interpersonal skills with the ability to work independently and within a team environment
  • Exceptional problem-solving skills
  • Valid enhanced reliability clearance
APPLY TO

Acosys Consulting Services thanks all applicants. Please be advised that only those who qualify for an interview will be contacted. If interested, please forward a copy of your resume by email to:  pravikumar@acosysconsulting.com.
 
Acosys Consulting applies the principles of employment equity and invites women, Aboriginal peoples, members of visible and ethnic minorities and persons with disabilities to submit their application and expressly mention their group membership status.   
 

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