Facilities Operations Manager

The Provider Call Centre is the main venue for communication between providers and Express Script Canada regarding day-to-day claims adjudication queries. The Customer Service Representatives reflect Express Script Canada’s commitment to accessibility and responsiveness to providers. This position is instrumental in meeting contractual objectives and service levels.

Key Responsibilities:

1. Respond to inbound calls from a variety of Health Care Providers
2. Respond to inquiries regarding eligibility of health care benefits (Dental, Pharmacy, Medical Supplies and Equipment, Extended Health, Vision Care and Mental Health Counselling) and claim inquiries
3. Identify and assess the caller’s needs
4. Provide accurate and complete information in a prompt and professional manner
5. Provide technical support where required to assist providers with electronic claims submissions
6. Collaborate with other internal teams & departments
7. Communicate effectively and efficiently
8. Provide a world-class customer service experience with every interaction
9. Other duties as assigned

Qualifications:

1. Excellent verbal and written communication skills
2. Strong interpersonal skills with the ability to work independently and within a team environment
3. Problem-solving skills
4. Flexibility in working days, evenings, and holidays
5. Skilled in MS Office (Word, Excel, Outlook), along with strong keyboarding skills
6. Proficiency in French and English, due to the nature of the tasks or frequent interactions with various stakeholders outside Quebec.

It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.

We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service, and alignment.

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.

We are committed to creating a working environment that is barrier-free, and we are prepared to provide accommodation for people with disabilities.

If you require accommodation in completing the online application process, please email: [contact information]. Do not email for an update on your application or to provide your resume as you will not receive a response.