Medavie Health Services is a national health solutions partner that prioritizes people in all aspects of their operations. The Customer Service Representative will handle high volumes of calls, providing excellent customer service and resolving inquiries related to program eligibility and services offered.
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 guidelines following proper procedures
- Process documentation related to the various provincial programs as required
Skills
- 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
- High school diploma, post secondary education is an asset
- Customer Service experience would be an asset
- Experience working in a PC setting with multiple software applications including experience navigating between applications and the internet
- Strong keyboarding skills and the ability to enter data with speed and precision
- Bilingualism in English and French considered an asset
- In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B). This includes Fingerprinting, Criminal Record Check, Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status
Benefits
- Flexible work options
- Opportunities for personal and professional growth
- Meaningful experiences
- Supportive leadership
Company Overview
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