Member Experience Representative at GroupHEALTH

GroupHEALTH is revolutionizing the way Canadians experience employee benefits. With over 40 years of experience, we have helped more than 4,500 Canadian organizations take control of their benefits plans, offering innovative health and dental coverage, industry-leading disability management programs, and comprehensive wellness solutions. Our mission is to keep businesses and their employees healthy and thriving.

We are looking for a Member Experience Representative to join our remote team. In this role, you will be the first point of contact for Plan Members and their dental and paramedical healthcare providers. You will engage with clients via phone, email, and online chat in a call center environment, assisting with benefits plan inquiries, claims statuses, and ensuring a positive customer experience. This is a part-time, remote position with flexible hours, ideal for individuals who thrive in a fast-paced, customer-centric role. If you’re passionate about delivering excellent service and want to help shape the future of benefits administration, this role is for you.

Responsibilities
As a Member Experience Representative, you will play a crucial role in delivering exceptional service and support to our Plan Members. Your primary duties will include:

1. Customer Service Excellence
   • Provide outstanding support to Plan Members and their healthcare providers through phone, email, and online chat.
   • Address and resolve inquiries about benefits coverage, claim status, and other member-related questions.
   • Ensure a smooth and positive experience for every client interaction.
2. Multi-tasking and Effective Workload Management
   • Handle multiple inquiries simultaneously, ensuring each one is addressed in a timely and efficient manner.
   • Stay organized to manage a high volume of requests, maintaining accuracy and professionalism.
3. Advocate for the Customer
   • Act as a customer advocate, ensuring their needs are met while also representing the company’s values.
   • Offer solutions to resolve member concerns and help them navigate the benefits process.
4. Collaboration and Team Support
   • Work closely with your colleagues to provide elevated support for any complex inquiries.
   • Contribute positively to team dynamics, sharing ideas, and supporting others when needed.
5. Resilience and Professionalism
   • Maintain a positive, professional demeanor even after challenging customer interactions.
   • Keep focused on delivering results while maintaining a calm and engaging environment.
6. Continual Learning
   • Stay up to date on benefits plans and procedures through ongoing training and development.
   • Take ownership of your learning and apply your knowledge to improve member interactions.

Qualifications
To excel in this role, we are looking for candidates who meet the following qualifications:

1. Experience
   • 1+ year of experience in a customer-facing role, preferably within a call center or customer service environment.
   • A background in benefits administration or working with benefits plans is a plus.
2. Communication Skills
   • Excellent communication skills, both written and verbal, with the ability to convey information clearly and professionally.
   • Strong listening skills to understand customer needs and resolve issues effectively.
3. Tech-Savvy
   • Comfortable using designated software tools at an advanced level to manage customer interactions and maintain records.
   • Ability to quickly learn new systems and adapt to changing technologies.
4. Educational Requirements
   • Post-secondary education is preferred, though not required.
   • Any experience participating in an employee benefits plan at a prior employer is an added advantage.
5. Bilingualism (Nice to Have)
   • Fluency in French (written and verbal communication) is a bonus but not mandatory.
6. Personal Attributes
   • Strong organizational and time-management skills to handle multiple tasks efficiently.
   • A team player who is committed to supporting the success of the company and colleagues.
   • Positive attitude and the ability to bounce back after challenging situations.

Benefits
At GroupHEALTH, we believe in rewarding our employees for their hard work and dedication. As a Member Experience Representative, you will enjoy a competitive compensation package and a variety of benefits, including:

1. Competitive Compensation
   • Comfortable pay that reflects your skills and experience, with an estimated hourly pay range of $22-$24.
   • Pay is determined by factors such as job-related skills, experience, and education.
2. Health and Wellness Benefits
   • Comprehensive and competitive benefits package, offering a variety of health and wellness options.
   • Wellness programs designed to support your physical and mental well-being, both in and out of the office.
3. Vacation and Time-Off
   • Starting at 3 weeks of vacation, plus flexible days off, so you can maintain a healthy work-life balance.
4. Employee Education and Development
   • Access to our employee education program to help you grow professionally and gain new skills.
5. Work-Life Balance
   • A part-time, remote position that allows you to work flexible hours, fitting into your lifestyle.
6. Events and Social Activities
   • Participate in virtual company events, team socials, and more. Enjoy a sense of community and camaraderie while working remotely.

Applying Guide
Are you ready to make a difference at GroupHEALTH? Follow these steps to apply for the Member Experience Representative position:

1. Review the Qualifications
   • Ensure you meet the essential qualifications, including customer service experience, strong communication skills, and comfort with technology.
   • If you’re bilingual in French, that’s a plus!
2. Prepare Your Application
   • Submit your resume along with a cover letter outlining your relevant experience and why you’d be a great fit for the role.
   • Highlight any previous experience in customer service, especially if you’ve worked in a call center or with employee benefits.
3. Prepare for the Interview
   • If your application is shortlisted, you’ll be invited to an interview where you can showcase your skills, experiences, and passion for customer service.
   • Be prepared to discuss your problem-solving abilities and how you manage customer interactions.
4. Virtual Training
   • Once hired, you will go through virtual training to ensure you’re equipped with the knowledge and skills to succeed in your role.
5. Join the Team
   • After training, you’ll begin working remotely, contributing to our mission of delivering exceptional benefits experiences to our Plan Members.

At GroupHEALTH, we value diversity and inclusivity. If you need any accommodations during the recruitment process, please let us know. We are committed to creating an accessible hiring experience for all candidates.

We look forward to receiving your application and potentially welcoming you to our team!


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