Bilingual Customer Service Representative

First Canadian Health

Job Location : Montréal, QC, Canada

Posted on : Mon, 15 Jul 2019 15:33:28 GMT

Job Description :


The primary role is to respond to in-coming medical provider inquiries. The Provider Call 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 is 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.

Key Responsibilities:

  • Respond to a steady volume of inbound call 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 first call resolution on every call
  • Provide accurate, valid, and complete information in accordance with applicable call scripts and documented procedure manuals
  • Provide technical support to Providers where required in order for the Provider to submit claims electronically, assist in navigation of public websites, and troubleshoot on claims transmission errors
  • Keep abreast of procedural changes, circulated newsletters and external communications to ensure the most accurate information is communicated to Providers on the call
  • Manage complaints and provide appropriate solutions and follow-up where required to resolve an inquiry. In cases of an escalated nature, the CSR will transfer the live call 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 skill development
  • Attend regular team meetings for procedural updates and team building and coaching sessions as required for quality assurance and performance development


  • Bilingualism fluency in French and English is required
  • One-year experience in a call centre or customer service environment
  • Intermediate skills in MS Office (Word, Excel, Outlook)
  • Strong keyboarding skills
  • Excellent verbal and written communication skills
  • Strong interpersonal skills with the ability to work independently and within a team environment
  • Exceptional problem-solving skills

Physical Demands/Working Conditions:

  • Job requires precise finger/hand movements while working with a keyboard
  • Need to 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

Job Types: Full-time, Contract

Salary: $18.00 /hour


  • English (Required)
  • French (Required)
Apply Now!

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