Provider Relations Contact Centre Representative - Work from Home positions

Details

Openings 1
Location Name
Alberta Blue Cross - Edmonton
Edmonton, Alberta, CA
Date Posted Nov 20, 2017
Profession Customer Service
Career Level(s) Entry Level
Job Type(s) Permanent, Full Time
Education Level(s) High School
Job ID job-9189

Position Summary

Permanent Full time and Temporary Full Time (January 2018 – March 2019)

At Alberta Blue Cross, we do things a little differently.  Our vision, dedication to exceptional customer experience and community leadership set us apart from the rest.  Working at Alberta Blue Cross means having a career where you’ll be recognized for your contributions.  We provide opportunities for training and career growth.

FUNCTION:

Alberta Blue Cross is currently seeking enthusiastic individuals to join our Provider Relations Contact Centre.  The Contact Centre Representatives address telephone inquiries from a variety of health care providers such as pharmacists, pharmacy technicians, physicians and medical and dental office personnel.  The Contact Centre Representative acts as a direct resource to health care providers regarding customer benefit eligibility, direct bill claims submission process and adjudication outcomes.

The Contact Centre Representative must possess a thorough understanding of individual and employer-sponsored plans, government programs and claims adjudication systems.  As a result, a comprehensive 6 month onsite training program and evaluation period will be completed prior to the work from home opportunity being established. Additional onsite training, with advance notice, will be required to support evolving business needs.

The ability to work scheduled shifts within business hours: Monday to Friday between 8:00 AM to 8:00 PM, weekends and statutory holidays between 9:00 AM to 5:00 PM is required.

DUTIES AND RESPONSIBILITIES:

  • Responds to telephone inquiries from health care providers on customer benefit eligibility, claim inquiries and requirements of prior approvals.
  • Verifies claim submissions and outcomes through online adjudication systems.
  • Educates providers on various aspects of Alberta Blue Cross plans, government-sponsored programs and claiming procedures.
  • Makes suggestions for ways of improving workflows and processes.
  • Records and forwards provider feedback to the Team Manager and/or Manager.
  • Logs details of calls for quality assurance and 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.
  • Excellent communication skills focused on maintaining strong relationships with our health care providers.
  • Demonstrates advanced customer service skills and proven commitment to the delivery of superior customer service.
  • Positive attitude and productive, professional and courteous manner.
  • Demonstrated ability to cope and thrive in a fast paced work environment.
  • Conducts research and analysis to determine the root of problems.
  • 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.

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.
  • Preference will be given to individuals who are bilingual in French.

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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