Customer Service Representative – First Canadian Health Management Corporation
First Canadian Health Management Corporation (FCH) is a 100% Indigenous owned and operated company. We provide health services to First Nations and Inuit People. In collaboration with Express Scripts Canada (ESC), FCH staff support a nation-wide medical, dental, and pharmaceutical claims processing service, for the Non-Insured Health Benefits (NIHB) Program of Health Canada. It allows FCH the opportunity to ensure that the financial benefits of this contract flow back to First Nations communities and that our hiring practices reflect the same. We are looking to hire and train Indigenous people as Customer Service Representatives in a call centre environment. We are hiring in both Montreal and Toronto.
Please see below the job description. If you would like to learn and grow your career with us, please feel free to send your resume and cover letter to: firstname.lastname@example.org.
The primary role of a Customer Service Representative is to respond to in-coming health provider inquiries. The Provider Contact Centre is the venue for telephone communication related to day-to-day claims adjudication queries. This position is instrumental in meeting contractual objectives and service levels.
Preferential hiring will be given to candidates of Indigenous ancestry, including status and non-status First Nations, Metis and Inuit. We encourage applicants to include this information in their cover letter when applying.
Respond to a steady volume of inbound calls from Health Care Providers
Respond to inquiries regarding eligibility on multiple benefit types (Dental, Pharmacy, Medical Supplies and Equipment, Extended Health, Vision Care and Mental Health Counselling) and claim inquiries
Identify and assess Providers’ needs and achieve call resolution
Provide accurate, valid, and complete information in accordance with applicable call scripts and documented procedure manuals
Provide technical support to Providers where required, assist in the process to submit claims electronically, help them navigate the public websites, and troubleshoot claims transmission errors
Key Responsibilities (cont.):
Keep abreast of procedural changes, circulated newsletters and external communications to ensure the most accurate information is communicated to Providers
Manage complaints, provide solutions and follow-up where required to resolve an inquiry.
When escalation is required, transfer calls to a Supervisor for assistance
Participate in training and cross-training for Pharmacy, Dental, Medical Supplies and Equipment, Vision Care, Mental Health Counselling and Extended Health benefits as required for continued and enhanced skill development
Attend regular team meetings for procedural updates and team-building and coaching sessions as needed for quality assurance and performance development
Bilingual fluency in French and English is an asset
Experience in a customer service environment is an asset
Experience working with MS Office (Word, Excel, Outlook)
Verbal and written communication skills
Interpersonal skills with the ability to work independently and within a team environment
Physical Demands/Working Conditions:
The job requires coordination of finger/hand movements while working with a keyboard
Remain at workstation for lengthy periods
Must be flexible to work shifts; including days, afternoons, evenings – 6:30 a.m. to midnight, weekends and holidays 8:00 a.m. to midnight
Benefits of Working with FCH:
Pension and Group Benefits start on first day of employment
Salary range starts at $33,000 per year
We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.
For more information about First Canadian Health, and our parent company, Tribal Councils Investment Group, please visit: