Share this Job

Bilingual Customer Service Analyst - Medical Authorization

Posting Date: Sep 9, 2022

Location: CA

Company: Medavie Blue Cross

For over 75 years, Medavie Blue Cross has been a leading health and wellness partner for individuals, employers and governments across Canada. We are proud to be a not-for-profit organization dedicated to giving back to the communities where we live and work, and to ensuring our employees thrive in our award-winning, collaborative culture. We are one of Canada’s Most Admired Corporate Cultures and are recognized as a Caring Company, a designation for national leaders in community investment and social responsibility.


Our team of 2,100 professionals work across six provinces. We excel by living our shared values of being caring, accountable, responsible, innovative and community-minded. We’re committed to ensuring the health and wellness of our employees and their families, along with personal and professional growth, through a variety of programs and support at all levels of our organization.


Along with Medavie Health Services, we are part of Medavie — a national health organization with over 6,400 employees. Together, our mission is to improve the wellbeing of Canadians. 



Job Title: Bilingual Customer Service Analyst – Medical Authorization
Department: Medical Authorization Centre, Federal Programs 
Competition: 40547
Internal/External: Internal/External 
Employment Type: Full-Time Permanent 
Location: Remote, Canada
Salary: $39,800 (Bilingual)
Reports To: Team Leader


Your everyday with us:


The Medical Authorization Centre (MAC) within Federal Administered Programs is a centre of expertise specializing in the authorization and reimbursement of health benefits. As a Bilingual Customer Service Analyst – Medical Authorization, you are on the front line receiving health related incoming calls, faxes, mail and web based requests from health care professionals. In this role, you will ensure all necessary information is obtained to process the authorization requests and resolve issues. This role is approximately 50% phone work, and 50% administrative work and It is not within our regular Customer Service Department.
The Medical Authorization Centre offers a consistent schedule with a shift between the hours of 12:00 pm and 8:30 pm Atlantic Time, no weekends!

You will also have potential opportunity to work remotely, if remote work requirements are met anywhere within Canada. 
We also offer:


  • Comprehensive health and dental plan that is 100% employer paid effective on your first day
  • Monday to Friday shifts and no weekends
  • We offer an extensive virtual paid training program, ensuring you are prepared for your new career
  • Paid vacation and personal days
  • Opportunities for career development and advancement
  • Emphasis on work life balance, providing a personal wellness account, health resources and fitness center discounts
  • Currently our analysts are working from home; we will be providing the necessary equipment you will need to get started
  • Base salary of $39,800 (blingual) plus a variable pay program which is based on your performance
  • A diverse team of colleagues with multiple fields of expertise


Superstars on our team:


  • Respond to requests related to health care benefits, program eligibility, and other general  inquiries
  • Are committed to excellence in customer service; providing the highest level of dedication in all service areas
  • Liaise directly with medical consultant(s) and health care professionals for clarifications on requests


What you need to succeed:


  • The ability to review, analyze and process requests from health care professionals as per established criteria
  • You are a good communicator – through email and phone, you are clear, concise and friendly
  • The ability to organize work and information to ensure requests are processed accurately and efficiently
  • Strong technical aptitude – you can multitask and navigate between multiple software applications simultaneously
  • The ability to correspond with clients, medical consultants, health care professional and stakeholders, through various means of communication
  • The ability to work quickly and accurately under pressure of time restraints
  • You are able to concentrate and have high attention to detail while using a computer for prolonged periods of time
  • The ability to work on your own and as a team member
  • Those who have earned a post-secondary diploma or degree and/or relevant working experience in customer service or office administration. Medical Administration diploma and/or work experience has proven to be very successful in our environment
  • You can handle the good and challenging calls/cases
  • You are a problem solving master with strong critical thinking skills, you understand client needs and learn quickly how to get the best results in any environment


Language SkillsBilingualism in English and French is required for this position.


Security Clearance:  In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B) through the Public Works and Government Services Canada Department prior to your first day.  This includes; Fingerprinting, Criminal Record Check and Credit Check.


Working Conditions and Work from Home requirements: 


  • Employee may be subject to internal physical site inspections
  • Private working area that has a locked door, secure locked perimeter doors (patio doors require a locking bar or pin), an approved locking file cabinet and a locked office space in a controllable environment
  • Employees must connect to an approved home network (we would either provide or specify the acceptable routers/connectivity equipment)
  • No default passwords if using a home router etc. and the password must be compliant with our security policies
  • Work area must be private and free of household noise
  • Location of the work area mitigates risks to privacy; for example, that information on the monitor can only be viewed by the employee. The use of privacy screens is required if the home is shared with others.
  • E-work space must be secured before walking away
  • Headset is mandatory i.e. no speaker phone so family or roommates cannot hear others on the call


We are an Equal Opportunity Employer.


Medavie Blue Cross strives to foster a culture where everyone is enabled to achieve their full potential — a culture of diversity, equity and inclusion (DEI) where we live our values every day in the way we treat each other, our members and the communities we serve.  Accessibility is a top priority.


For applicants with disabilities, we provide accommodations throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Medavie Blue Cross Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act.


We would like to thank all candidates for expressing interest.  Please note only those selected for interviews will be contacted.

Job Segment: Healthcare Administration, Healthcare Consultant, Claims, Equity, Healthcare, Customer Service, Finance, Insurance