Service Centre Representative - Member Services (Thompson, MB) - Manitoba Blue Cross

About the Role

The Service Centre Representative provides administrative and customer direction for the centre’s counselling services. Duties include in-person customer engagement and counsellor support, processing diverse claims, managing administrative tasks, forwarding leads for new business, and delivering exceptional customer service.

DUTIES AND RESPONSIBILITIES

• Greets, identifies and directs clients to designated counselling rooms.

• Performs administrative and clerical duties, which include answering the phone, photocopying, filing, claims related storage, and clerical work.

• Responds to customer inquiries relating to eligibility, coverage information, claims procedures and payments, new business and interest in Manitoba Blue Cross products, and general inquiries, in person, via email, and by phone.

• Monitors client appointments for the counselling centre. Greets and directs clients to designating counselling rooms, protects and respects client rights and confidentiality.

• Responsible for the screening and organization of all received claims mail and correspondences.

• Adjudicates and processes claims for prescription drugs, vision, dental, extended health, ambulance and hospital, EAP, and health spending accounts.

• Communicates with members and providers during the claims assessment process, returning claims for completeness of information, and following up for additional information as necessary.

• Assembles clinical form packages for counsellor use, answers inquiries, and provides support as necessary.

• Promotes and sells travel health products.

• Acts as a liaison between clients and all internal departments.

• Inspects and cleans counselling rooms after each use, as well as common areas (kitchen, boardroom, etc). Ensures counselling rooms have required inventory of EAP forms and other supplies.

• Maintains office supplies.

• Performs other duties as assigned.

QUALIFICATIONS AND SKILLS

• Dedicated to the principles of exceptional service; committed to responding to, anticipating, and addressing customer needs, for both internal and external customers.

• Minimum Grade 12 education. Preference given to applicants who have completed post-secondary education, or an equivalent combination of education and experience in a related field.

• Ability to obtain a Provincial Accident and Sickness Insurance Agent License is required.

• Strong interpersonal skills, with the ability to adjust personal style to different personalities and situations. Able to demonstrate strong verbal and written communication skills. Exercises sound judgement, tact, and discretion.

• Excellent organizational skills with the ability to manage and prioritize several activities on an ongoing basis. Self-directed, reliable, punctual, and able to work with minimum supervision.

• Skilled at using business tools including MS Word, Excel, and Outlook. Ability to learn and use Manitoba Blue Cross applications.

• Previous experience in a customer service role.

• Knowledge of Provincial and clinical privacy and confidentiality regulations.

• Understanding of the sales process.

• Knowledge of Employee Assistance Programs or clinical practices is an asset.

SPECIAL CONDITIONS

• May be required to work overtime on evenings and weekends.

Ready to Apply? We are excited to meet you!

If you would like to join our team, you are invited to apply by submitting your resume and cover letter by clicking the "Apply" button below by May 20, 2025

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