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Bilingual Support Specialist

Posting Date: Jun 25, 2022

Location: Moncton, New Brunswick, CA, E1C 8L3 Montréal, Quebec, CA, H3A 3A7

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: Bilingual Support Specialist  
Department: Support Services  
Competition: 37010  
Internal/External: Internal/External  
Employment Type: Permanent, Ful Time   
Location: Dartmouth, Etobicoke, Moncton or Montreal  
Salary: Competetive salary and benefits  
Reports To: Team Leader  
Closing Date: July 3rd 2022  

Position Summary

In the role of Support Specialist, you will act as subject matter expert and be responsible for coordinating the Client Solutions operational needs.  You are in charge of troubleshooting day-to-day system and process issues and delivering quality recommendations and solutions. You are part of continuous improvement within Client Solutions and support cross-functional knowledge transfer across the organization.  


Key Responsibilities
•    Reporting and analysis: Create, maintain and analyze (various data reports or business requests); Monitor CSC cases (Client Satisfaction Centre) and effectively and efficiently process assigned escalations; 

•    Support and coordination: Provide expertise and daily guidance to all Client Solutions teams (Install, EEA, Contract, New and Inforce Business). Operational projects and process improvements initiatives prioritized at Calibration forums (build action plans with key deliverables and timelines); 

•    Relationship building & partnerships: Represent Client Solutions within the organization at assigned meetings; 

•    Quality: Apply tools and techniques to ensure the quality at source operational mandate is met (work items are completed within established accuracy, productivity and efficiency performance targets);

•    Continuous improvements:  Actively support continuous improvement initiatives through knowledge transfer facilitation (educational training sessions, meetings, and peer support); work in coordination with the Quality Management Team;

•    Escalation management: Troubleshoot system issues in a timely manner (e.g. submit and manage Cherwell tickets as required);

•    Testing & UAT: Provide input in the creation of test cases used to validate system defect fixes and/or enhancements; Support system release testing activities (UAT); Submit intake items and attend regularly scheduled calibration meetings.

Required Qualifications 
Education:  Project management, Business degree or equivalent experience 
Work Experience:  Minimum of one to three years of work experience within Client Solutions or equivalent experience in the Health and Life insurance industry 
Other Qualifications:  Excellent understanding of the New and Inforce business products and processes, excellent understanding of the impact system maintenance and enhancements has on business processes
Computer Skills:  Proficiency in Microsoft Office Suite (Word and Excel), strong understanding of MAAX and  knowledge of SharePoint and ALM 
Language Skills:  Fluency in both English and French is considered an asset, must have excellent written and spoken communications skills 

Core Competencies
Functional Skills / Technical Skills:    Strong MAAX and Legacy system knowledge, experience with UAT testing,  a  good understanding of query building using various internal database applications (Discoverer, PLSQL, Query Builder)
Analytical Thinking:    Problem solving, strong analytical and research skills with attention to detail.  Asks questions to determine the sources of the problem, discusses possible solutions and makes suggestions.
Informing:    Timely and accurate communication flow between colleagues and the leadership team.
Planning: Understand the business’ big picture and aligns priorities with operational goals and timelines, measures outcomes and adjusts as needed, evaluates alternatives. Has superior time management skills, is highly organized and solutions oriented. 
Negotiating: Negotiates skillfully in tough situations, settles differences with minimum noise, wins concessions without damaging relationships, gains trust quickly of other parties and has a good sense of timing.

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 have implemented a COVID-19 Vaccination Policy as part of our ongoing efforts to protect the health and safety of our employees, partners, plan members and the communities where we live and work. For employees who must work in our offices, we have taken every precaution to ensure health and safety by providing strict protocols and practices to meet legislated client and company needs, as well as modifications to the worksites.

Proof of full vaccination is required for all employees at Medavie Blue Cross.


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

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