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Account Associate

Posting Date: May 3, 2022

Location: Etobicoke, ON, CA, M9C 5P1 ON, 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. As a not-for-profit organization, we proudly invest in communities to help address some of Canada’s most pressing health care challenges. We are one of Canada's Most Admired Corporate Cultures, one of Canada’s Top 100 Employers, Canada’s Life & Health Insurer of the Year for 2021 and an Imagine Canada Caring Company. 
Our 2,400 professionals work across six provinces, united by our shared values of being caring, accountable, responsible, innovative and community-minded. We’re committed to ensuring our employees thrive in our award-winning, collaborative culture focused on ensuring health, wellness, and personal and professional growth through a variety of programs and support across our organization.
Together with Medavie Health Services, we are part of Medavie — a national health solutions partner with over 7,200 employees. Our mission is to improve the wellbeing of Canadians.


Job Title: Account Associate
Department: Ontario Client Services 
Competition: #84340
Internal/External: Internal/External 
Employment Type: Full Time, Permanent
Location: Toronto 
Salary: Comprehensive Compensation
Reports To: Team Leader, Ontario Client Services


The Opportunity


The Account Associate works closely with Account Executives and interacts extensively with other operational areas within Medavie Blue Cross to support the sale and retention of group insurance plans.  As a member of the Client Service Team, the Account Associate is involved in all aspects of the group sales process including plan set up, maintenance, renewal, and ongoing proactive service. The position involves frequent contact with external customers and consultants including face to face, written and verbal communication. Success in this role demands a strong commitment to customer service and building solid business relationships with customers; working collaboratively with numerous internal contacts to maintain service standards; excellent time management and attention to detail.  


Key Responsibilities:

  • Manage multiple inquiries from various levels of authority from both internal and external sources;
  • Handle complex service and benefit inquiries of an urgent nature;
  • Coordinate resolution of escalated and complex issues, often with multiple departments and target dates, and accurately communicate results to the customer;
  • Collaborate with the new business installation team on the set up of new groups. This may include completion of various (online) enrolment and reporting tasks;
  • Plan and execute detailed communication project plans for both new and existing customers. This includes the creation of custom educational documents and co-ordination with internal brand and marketing teams to ensure corporate compliance requirements are met for all materials;
  • Involved in account management at all stages of group cycle: quote, enrolment, amendments, service, education, training and renewal;
  • Required to plan and execute Group Administrator training sessions. This involves in depth understanding of all administrative, system, product, invoicing, and group insurance requirements, processes and guidelines. In addition, this may involve training for Third Party Administrators;
  • Plan, prepare, and execute a proactive service visitation strategy for groups within your block of business.
  • Required to participate in finalist presentations, trade shows, wellness fairs, advisor information meetings, and employee education sessions. This includes understanding customer requirements, creating and delivering meaningful, interesting, and accurate presentations and associated documention;
  • Review ad hoc and customized reporting to ensure accuracy and be able to explain in detail the data within all reports;
  • Review, make decisions on, and track claim exceptions within designated threshold;
  • Identify upsell opportunities for ancilliary and optional benefits or services;
  • Monitor collection and premium aging reports and follow up with customers for outstanding payments;
  • Review and interpret contracts and financial agreements to respond to inquiries and disputes, and/or assist customer with union grievances;
  • Extensive use of Salesforce client retention management system;
  • Ability to travel (sometimes overnight) is a requirement.




  • Education: Completion of post-secondary education in related field or equivalent work experience.
  • Work Experience: Three years of relevant work experience.
  • Computer Skills: Strong computer skills and experience working with the Microsoft Office Suite, Salesforce and Webex.
  • Other Qualifications:
    • An understanding of group health, dental, life and disability benefits
    • Previous experience working in the insurance industry, preferably in group insurance
    • Having or working towards an insurance designation is considered an asset
    • Public speaking or presentation skills
    • Valid driver’s licence
    • Ability to travel (sometimes overnight)
  • Language Skills: Bilingualism (French and English) is considered an asset.




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.

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