Call Centre Representative – Provider Relations Contact Centre

Details

Openings 1
Location Name
Alberta Blue Cross - Edmonton
Edmonton, Alberta, CA
Date Posted Jul 19, 2017
Profession Customer Service
Career Level(s) Entry Level
Job Type(s) Permanent, Full Time
Education Level(s) Certificate, Diploma
Job ID job-9132

Position Summary

FUNCTION: 

Alberta Blue Cross is currently seeking an enthusiastic individual to join our growing Provider Relations Call Centre.  The representative position responds to telephone inquiries from a variety of health care providers, such as pharmacists, pharmacy technicians, physicians and medical and dental office personnel , regarding benefit eligibility and direct bill claims submission and outcomes.

The ability to work nights, weekends, and statutory holidays on a rotation basis is required. There is future opportunity for this to become a work from home position.

DUTIES AND RESPONSIBILITIES: 

  • Responds to telephone inquiries from providers on subscriber verification, benefit eligibility, plan maximums, requirement of prior approvals and claim inquiries.
  • Verifies claims through online adjudication systems.
  • Makes suggestions for ways of improving workflows and processes.
  • Records and forwards pharmacy provider feedback to the appropriate Team Manager and/or Manager.
  • Supports various projects and analyses using Excel, Word, Access, and other computer software.
  • Logs details of calls for statistical purposes.
  • Assists with other duties as required.

COMPETENCIES: 

  • Handles complex inquiries independently, utilizing strong listening and problem solving skills.
  • Works effectively with people, maintaining pleasant telephone manner.
  • Thrives in a busy environment.
  • Conducts research and analysis to determine the root of problems.
  • Adjusts procedures to fit specific circumstances within contract guidelines.
  • Strong attention to detail, organizational skills, and the desire for continuous learning is needed to meet the expectations of this role.
  • Assumes ownership of the position and accountability for information relayed to providers.
  • Demonstrates advanced customer service skills on a daily basis.

SKILLS AND KNOWLEDGE: 

  • Computer proficiency, particularly with Microsoft Office (i.e. Word and Excel, and preferably Access) is required.
  • A medical, dental or pharmacy background and familiarity with drug names and/or dental procedures is an asset.
  • Preference will be given to individuals with proven customer service experience with either in person or over the phone contact. A true commitment to a career as a call centre representative is an absolute must.

Alberta Blue Cross offers a competitive salary and benefits package and the opportunity to work in a challenging team-oriented environment. This position will remain open until a suitable candidate is selected. If you have the qualifications we are looking for, apply online at www.ab.bluecross.ca.


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