Pharmacare Customer Service Representative- (3 month term)

Class starting Jan 2025

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 8,250 employees. Our mission is to improve the wellbeing of Canadians.

The Role: 

 Working in a team environment, the Customer Service Representative will communicate with key customers by telephone in a knowledgeable and professional manner. The position is in a contact center environment with high call volumes. The CSR (Customer Service Representative) will need to ensure dedicated focus on each call to enhance customer experience. This role will require wearing a headset for prolonged periods of time. The goal of the Customer Service Representative is to provide consistent, positive customer service experience. Hours of operation are 8:00 am to 5:00 pm (Monday-Friday).  We do offer flexible working arrangements (onsite at the Dartmouth office, hybrid, remote). 

Key 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.  

Required Qualifications:  

• 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 realign  

Education: High school diploma; Enrollment in post-secondary education       

Work Experience: Customer Service experience would be an asset            

Computer Skills: 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.     

Language Skills: Bilingualism in English and French considered an asset.      

Security Clearance: 

• 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. 

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs.  We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.