Customer Experience Specialist

ABOUT THIS ROLE

Our Bilingual Customer Experience Specialist within the Diabetes Express department will support patients by providing an ultimate customer experience. This fast paced and rewarding role is ideal for self-motivated individuals who want to expand their experience in the health care industry. Our mission is to go above and beyond with each interaction with our customers.

DAY IN THE LIFE:

• Managing inbound and outbound communication from customers, program stakeholders and peers in a professional and friendly telephone manner in both English and French.

• Accurately processing orders from customers, stakeholders via phone, online portals, and live chat.

• Managing requests for information and follow up on submissions pertaining to coverage through private and provincial drug plans in a timely manner.

• Gather all pertinent and appropriate information from the customers to complete the necessary forms (private and/or provincial insurance) in a concise, organized, and professional manner.

• Assists the pharmacist in acquiring all required information from the customer for prescriptions to be adjudicated.

• Keeping detailed notes in the patient’s profile.

• Proactively offer financial assistance for patients when available.

• Communicates with patients regarding their account status and resolving billing issues.

• Perform basic customer account maintenance activities.

• Communicating with other departments as needed.

• Act as a resource for program stakeholders, which include physicians, customers, and vendor partners.

• Assist with data integrity and administrative duties as required.

• Participate in ongoing internal and/or external continuing education activities.

• Adhere to Bayshore Policies and Procedures.

• Participate in quality activities and continuous improvement initiatives in keeping with the departments Quality Management System.

• Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns. Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident.

• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.

• Complete other tasks as requested.

WHAT YOU BRING TO THE TEAM

• Excellent written and verbal communication skills.

• Friendly and professional communication etiquette.

• Fully bilingual in both English and French (must be able to speak, read and write in both languages fluently).

• Minimum 2 years of Canadian public and private reimbursement navigation within a patient program environment, ideally within chronic diseases or similar experience.

• Understanding of provincial and private coverage criteria.

• Strong computer and software skills: Excel, Word, Outlook, Adobe Acrobat, VOIP telephony, web portals, teleconferences and web-based meetings.

• Minimum of 35 WPM typing speed.

• Ease with working independently, “playing detective,” making decisions using sound judgment, and meeting deadlines.

• Ease with working in a paperless environment.

• Be flexible to work between the hours of 8am – 8pm Monday to Friday (EST).

• Be available to work on Saturdays on a rotational basis.

• Are reliable and must have outstanding attendance/punctuality.

• Have excellent multi-tasking, organizational, and time management skills, including attention to detail and the ability to set priorities.

• Can work independently and within a team setting with highly developed interpersonal skills.

• Enjoy and thrive in fast-paced environments.

• Can learn and adapt quickly to new processes and requests.

• Familiarity with PIPEDA and how it applies in a confidential patient environment.