Customer Service Representative - Member Services - 1 year Term

About Manitoba Blue Cross

We’re a Manitoba-based, not-for-profit, health benefits provider with a vision to be the trusted and essential health and wellness partner for all Manitobans. Every dollar made is reinvested in our infrastructure, our people, and our province with the goal of providing better care for our members, expanding our community impact and broadening our health care knowledge.

Why work for us?

Manitoba Blue Cross, is a Manitoba Top Employer. We are empowered to give back to the community, and we know that caring needs to start in our workplace with our own Manitoba Blue Cross team. We actively foster a culture that focuses on your satisfaction, development, diversity, and growth.

Culture of Caring

We strive to succeed at reaching our organizational goals, but we always make time to celebrate our successes. Having fun as a group and rewarding our employees for their accomplishments is an essential part of our workplace culture.

We want our workforce to reflect the diverse community we serve, and we're committed to creating a fair and respectful workplace. We offer a work environment that promotes a healthy work-life balance and support to advance your career that includes:

• Competitive starting salary.
• A comprehensive health benefit package.
• Hybrid work environment, flexible work schedules.
• Fully equipped onsite fitness center.
• Casual dress code to promote diversity and inclusivity.
• Personal and professional development.

Are you a driven, dedicated, and enthusiastic individual who wants to work in a friendly and rewarding environment?  If so, we are looking for someone like you! The following position is open to anyone residing in Winnipeg and surrounding areas with valid work authorization.

POSITION SUMMARY

The position responds to diverse and complex inquiries from customers primarily by telephone, but also in person and by email. The incumbent requires extensive knowledge of all of the company’s products and administrative practices relating to company procedures.  Superior customer service skills are required.

DUTIES AND RESPONSIBILITIES

• Responds to a variety of customer inquiries ranging from:
• Enrollment and billing procedures
• Claims procedures and claims payments
• Coverage information
• Plan specific inquiries related to Ambulance/Hospital, Extended Health, Prescription Drugs, Travel, Dental, Health Spending Accounts, Wellness Spending Accounts and Vision Care
• Confirms coverage, explains benefits and checks for processed claims for dental offices, hospitals, pharmacies, and various other health providers.
• Accurately completes an inquiry ticket for each call received and accurately completes forms and memos.
• Arranges Bonds of Indemnity for lost or stolen cheques, distributes explanation(s) of benefits, processes or forwards requests for address changes and identification cards for members to the appropriate department.
• Promotes and sells Travel Health products.
• Assists members with registration and navigation of the online portal.
• Accepts and forwards customer suggestions and complaints about all aspects of Blue Cross, including billing and enrollment, claims, products and/or benefits.
• Forwards possible leads for group health business to the Sales department.
• Forwards possible leads for individual health business to the Individual Products team.
• Remains current and knowledgeable about benefits which are provided by the Provincial Health Care Plan, particularly in respect to prescription drugs, travel health and vision care.
• Prepares for and deals effectively with customers who contact our office following radio programs, newspaper articles, mass mailings, etc.
• Assists the Customer Service Centre with in-person inquiries as required.
• Assists with replying to customer emails as required.
• Assists in directing customers to the appropriate source (i.e.: Government Agency) when the information does not pertain to Blue Cross.
• Assists Travel Agents and General Agents in selling, extending and refunding Travel Health, Trip/Holiday Cancellation and the Tour Package Plan as well as explaining coverage information and claims procedures.
• Maintains an awareness of changes to employer group plans in order to respond to customer inquiries.
• Performs other duties as assigned.

SKILLS & QUALIFICATIONS

• Dedicated to the principles of exceptional service; committed to responding to, anticipating and addressing customer needs, for both internal and external customers.
• University degree or Community College diploma in Business Administration or equivalent combination of education and related experience.
• Exceptional interpersonal and communication skills (verbal and written).
• Effective listening skills.
• Excellent organizational skills with the ability to work quickly and accurately under pressure of time restraints.
• Flexibility, patience and resourcefulness.
• Ability to handle pressure.
• Good computer skills including Word, Excel and e-mail software.
• Takes initiative and has the ability to work independently as well as in a team setting.
• Excellent problem solving and analytical ability.
• Several years’ experience dealing with the public.
• 2 - 5 years previous work experience in the insurance/customer service industry would be an asset.
• A second language would be an asset.

Ready to Apply? We are excited to meet you! 

If you would like to join our team, you are invited to apply by submitting your resume and cover letter by clicking the "Apply" button below by October 11, 2024.

To learn more visit: https://www2.mb.bluecross.ca/about-us/careers

We thank all applicants for their interest; however only those being considered will be contacted.

Manitoba Blue Cross is committed to the principles of diversity, equity & inclusion and to promoting opportunities in hiring for everyone. We want our workforce to reflect the diverse community we serve, and we're committed to creating a fair and respectful workplace.

We encourage all qualified candidates to apply.  If you require an accommodation during the hiring process, please let us know.