Please note: This position requires fluency in both English and Spanish. Candidates who do not meet this bilingual requirement will not be considered.

About the Role

We're looking for a client-focused professional who thrives in a fast-paced environment and is passionate about delivering exceptional service. In this high-volume, client-facing role, you will be responsible for managing inbound calls, responding to inquiries, and guiding clients through their requests with clarity and care. You'll coordinate, investigate, and follow up on each interaction to ensure timely resolution and case closure.

Success in this role relies on proactive communication, attention to detail, and a strong commitment to enhancing the client experience. Every interaction should reflect professionalism, accuracy, and empathy.

In This Role, You Will:

• Serve as the first point of contact for clients, managing a high volume of inbound calls and delivering timely, knowledgeable assistance to insured members and providers.
• Respond professionally to email inquiries from insured members, providers, and internal teams, ensuring clear and accurate communication.
• Investigate complex or sensitive inquiries via phone or email and provide well-informed, timely responses.
• Collaborate with Case Coordination Specialists and Case Management Supervisors to effectively resolve sensitive or escalated issues.
• Track rejected payments and lost cheques, following up with internal departments to ensure timely processing.
• Manage and follow up on requests such as payment reissuance and case closures to ensure all issues are resolved efficiently.
• Stay up to date with procedural changes through ongoing training to maintain response accuracy and service consistency.
• Utilize internal tools such as the Follow-up of Payments, Case Management Tool, Request for Negative Claims Tool, and MSH COMMUNITY Tool for effective case tracking and resolution.
• Support Case Managers and Case Management Specialists as needed in processing and resolving claims.
• Act as à backup to the Senior Administrative Officer by assisting with administrative tasks, including claim uploads, mail sorting, data entry, and other duties as assigned.

What You Bring:

• High School Diploma or equivalent experience.
• Previous experience in à call center or customer service environment.
• Experience in the insurance or healthcare industry is an asset.
• Strong oral and written communication skills in English and Spanish
• Intermediate proficiency in computer applications.
• Keen attention to detail and the ability to retain specific information across various insurance plans.
• Strong organizational and multi-tasking skills with the ability to prioritize effectively.
• Excellent interpersonal skills with a focus on customer service, including active listening, diplomacy, and professionalism.
• Team-oriented mindset with the ability to collaborate effectively.
• Ability to remain calm under pressure and manage challenging client interactions with professionalism.

Preferred Qualifications:

• Knowledge of medical or dental terminology is an asset.
• Familiarity with benefits administration is a plus.

What's in it for you:

• Hybrid work environment
• Excellent health benefits
• Employee assistance program
• Wellness account
• RRSP matching
• Minimum 3 weeks' vacation
• Generous amount of sick and flex days
• Tuition reimbursement program
• Opportunities to learn new skills, grow, and move into different roles
• A work environment that embraces diversity and promotes inclusivity.
• Supportive leadership prioritizes your success and cares about your well-being.
• A growth trajectory designed to expand vertically and horizontally, providing opportunities to pursue your passions and acquire new skills.

If you don't meet every qualification listed, we encourage you to apply. At MSH Americas, we value diverse backgrounds, perspectives, and experiences. We are proud to be an equal opportunity employer committed to fostering an inclusive and supportive environment. If you require reasonable accommodations at any stage of the application process, our Human Resources team is here to support you.