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Client Services Representative - TELUS Health

Reference ID: HEA03565-18

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Montreal, QC
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Full Time
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Health Care

Join our team

AdjudiCare is an advanced, practical web-based software solution used by a network of Employee Benefits Brokers and Third-Party Administrator partners across Canada in the adjudication of health and dental claims. Our rules-based engine and leading-edge features ensure that claims are precisely adjudicated and paid in real-time, giving our partners' customers optimum flexibility, along with transparent disclosure on the benefit plan's financial performance.

Share our passion?

Here's the impact you'll make and what we'll accomplish together

Our team is currently looking for a Client Services Representative to support this growing sector!

The candidate will have the opportunity to touch the whole health and benefits management field and work with an innovative solution accessible through our members portal and though our mobile application. The candidate will interact with our development, operations and account management teams to help improve the solution and deliver exceptional services to our clients.

Here's how
    •Working with members of the Customer Support team to develop working knowledge of the Software AdjudiCare •Providing English & French client support and software related issue resolution, as well as support to clients on set up of group benefits plans on AdjudiCare and on Pharmacy Benefit Manager (PBM) platforms •Triage, troubleshoot and address escalated issues from customers and ensure that any issues are dealt with in an efficient manner •Recommending process improvements and recognize repeated patterns in support requests, document aforementioned patterns, and make recommendations for enhancements and new features. •Preparing reports, data entry, and billing to support customer requests •Overseeing drug card printing and making sure billing is accurate •Communicating changes such as updates and notifications on the systems that would impact our customers. •Compiling and reporting Stop Loss claims to Stop Loss provider (Empire Life) as they come in from clients •Creating tickets in development ticket tracking software (Jira) for both new features and bug fixes when required; more for software problem, escalation, etc. and look after FreshDesk


You're the missing piece of the puzzle
    •Minimum 3 years of experience in a customer service/support role •2-5 years of experience in a role exposed to benefits administration or a group benefits related industry •Logical way of thinking •Demonstrate problem-solving/troubleshooting skills and judgment in dealing with client requests •Interested in learning new technologies and are proficient in Microsoft (MS) Office: Word, Excel, PowerPoint •Strong attention to detail •Ability to collaborate with a team when needed but also work unsupervised at times •Ability to effectively manage time and problem solve to reach objectives •Strong interpersonal skills, ability to provide exceptional customer service to all clients and make each interaction a positive one •Possess excellent communications skills, both written and verbal in English & French •Ability to effectively juggle and prioritize multiple tasks •Aptitude for technology/computer skills, able to learn applications quickly

    •Previous experience in adjudicating and paying claims on an Administrative Services Only (ASO) basis on behalf of Third-Party Administrators, brokers, and even small to medium sized groups or with a Pharmacy Benefit Management (PBM)

Work Conditions:
    •Conditions and hours typical of an office environment •Some limited weekend work may be required for implementations •Complete benefit package (health & pension), variable compensation, paid vacation time and employee share purchase plan

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?

At TELUS, you create future friendly ® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

Posted: September 21, 2018
Closes: November 20, 2018
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Company Info
10,000+ employees

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About Telus

TELUS (TSX: T, NYSE: TU) is Canada’s fastest-growing national telecommunications company, with $12.3 billion of annual revenue and 13.9 million customer connections, including 8.4 million wireless ...