Customer Service Representative

About Pacific Blue Cross

Workplace Benefits

• The position offers flexible working hours, paid vacation, benefits, pension contributions, and an education allowance.
• The employer provides access to an onsite gym, cafeteria, and virtual doctors and counsellors.

Work Arrangement

• The position includes four weeks of in-office training at the Burnaby office.
• After training, the position typically alternates one week in the office and one week at home.

Compensation

• The position is paid at hourly rates under the collective agreement.
• Wages start at $4,617 per month and progress up to $5,407 per month.

Position Overview

Customer and Member Service

• Provide inbound and outbound call-centre services to members, administrators, providers, employers, and government agencies.
• Answer questions about enrollment, coverage, eligibility, entitlements, claim submission, claim status, and payments.
• Research and process adjustments on previously examined claims and document client interactions.
• Complete interactions within established service standards and service-level objectives.

Team and Department Support

• Share knowledge with team members about inquiries, escalations, and company software and resources.
• Provide feedback to leadership on customer service issues, concerns, and trends.
• Support new employees by demonstrating tasks and sharing knowledge.
• Monitor calls for potential fraudulent claims and forward suspicious activity for investigation.
• Participate in special projects and provide relief receptionist and administrative support as assigned.

Qualifications

• High school graduation or equivalent.
• Keystroking speed of 6,500 keystrokes per hour and typing speed of 35 words per minute.
• Demonstrated proficiency in basic Word and basic Excel.
• At least 1 year of related customer-service experience or equivalent.