Position Type:
Permanent

If you're looking for a fulfilling career that can make a real difference in your life, and the lives of others, you've come to the right place.

As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest - and it's reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.

Position Summary

Working in a team environment, the Customer Service Representative will communicate with key customers by telephone in a knowledgeable and professionalmanner. The position is in a contact center environment with high call volumes. The CSR will need to ensure dedicated focus on each call to enhance customer experience. This role will requirewearing a head-set for prolonged periods of time. The goal of the Customer Service Representative is to provide consistent, positive customer service experience.Hours of operation are 8:00 am to 5:00 pm (Monday-Friday).

Key Responsibilities:

• Serve as the initial contact resolution for a high volume of incoming telephone calls.
• Committed to excellence in customer service, providing the highest level of dedication in all program areas.
• Access customer needs and address issues in a timely manner (including appropriate customer follow-up) meeting quality objectives.
• Quickly assess and resolve any challenging situations and provide effective strategies, aiming for a first- call resolution
• Respond to inquiries related program eligibility and other general inquiries.
• Meet the key performance indicators (KPI) required by the MSI Contract.
• Provide operational support to Provincial Programs as needed.
• Adhere to established policies and guidelines defined by the NS Department of Health and Wellness.
• Adhere to privacy guidelinesfollowing proper procedures.
• Process documentation related to the various provincial programs as required.

Required Qualifications:

• Highly effective listening skills to ascertain customer's needs, and determine appropriate action required for solution.
• Excellent verbal skills to explain complex issues to customers.
• Excellent written communication skills.
• High degree of attention to detail and accuracy when updating resident files

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws . We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

If you experience any technical issues throughout the application process, please email: [email protected] .