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Job Title: Customer Service Representative Location: Toronto Employment Type: Full-time Reason for Vacancy: Replacement Work Arrangement: Hybrid Department Name: Call Center Pay Type: Salaried Pay Range: $42,000.00 - $45,000.00 Please note that this is a general posting range and offer range will be varied based on relevant experience, qualifications, skills required and location for this role. About Us Express Scripts Canada (ESC) is a leading health benefits management company. Serving over 12 million members, we help insurance carriers, third party administrators, and the public sector optimize the value of health benefits by linking the talent and professional expertise of our people with leading edge information management systems and technology. ESC is a wholly owned subsidiary of Express Scripts Inc., one of the largest pharmacy benefit management (PBM) companies in North America, part of The Cigna Group (NYSE: CI), a global health company. Together, we deliver innovative, cost-effective solutions that improve access, affordability, and health outcomes for Canadians. Job Summary: Express Script Canada is looking for a Customer Service Representative to work within our inbound Provider Call Centre. The ideal candidate must be able to work up to 35 hours per week and be flexible working afternoons and evenings, as well as occasional weekends and holidays. The Provider Call Centre is the main venue for communication between providers, clients and members and Express Script Canada regarding day-to-day claims adjudication queries and coverage inquiries. The Customer Service Representatives reflect Express Script Canadas commitment to accessibility and responsiveness to all callers who require support-. This position is instrumental in meeting contractual objectives and service levels. Key Responsibilities: Respond to inbound calls from a variety of Health Care Providers Respond to inquiries regarding eligibility of health care benefits (Dental, Pharmacy, Medical Supplies and Equipment, Extended Health, Vision Care and Mental Health Counselling) and claim inquiries to providers, members and clients Identify and assess the callers needs to provide resolution Provide accurate, and complete information in a prompt and professional manner Provide technical support where required to assist providers with electronic claims submissions Collaborate with other internal teams & departments Communicate effectively and efficiently Provide a world-class customer service experience with every interaction Other duties as assigned Please note this role requires flexible availability and may include weekend shifts. The Call Centre hours are Monday to Friday, 6:30am to midnight and weekends and holidays, 8:00am to midnight. Qualifications: A minimum of 1 year of prior experience in a call center or customer service role Excellent verbal and written communication skills Strong interpersonal skills with the ability to work independently and within a team environment Problem-solving skills Flexibility in working days, evenings and holidays Skilled in MS Office (Word, Excel, Outlook), along with strong keyboarding skills Must be bilingual (English and French) Why Join Us? Competitive compensation, benefits and pension plan Career development and advancement opportunities A culture that celebrates innovation and collaboration Flexible work options and wellness programs Pre-Employment Requirements All offers of employment are conditional upon the successful completion of reference checks and background verification in accordance with company policy . Within ESC, for certain positions, obtaining and maintaining a federal government security clearance is a condition of employment. Candidates applying for such roles must meet all eligibility criteria for the applicable clearance level and consent to the security screening process as mandated by federal regulations. Failure to obtain or maintain the required clearance will result in withdrawal of the offer or termination of employment. Our hiring process includes AI-powered tools to conduct video interviews, take notes and score candidates; however, all scores will be reviewed by hiring managers and our Talent team before making a decision. __________________________________________________________________________________ Poste : Reprsentant bilingue du Centre dappels Lieu de travail : Toronto/Montral Type demploi : Temps plein Raison de lembauche : Remplacement Environnement de travail : Hybride Nom du service : Centre dappels Type de rmunration : Salaire / Horaire chelle salariale : 42 000,00 $ 45 000,00 $. Veuillez noter quil sagit dune chelle salariale gnrale et que loffre variera en fonction de lexprience, des qualifications, des comptences requises et du lieu de travail pour ce poste. propos de nous Express Scripts Canada est le chef de file en matire de gestion de rgimes de soins de sant. Nous offrons des services plus de 12 millions de participants et nous aidons les assureurs, les tiers administrateurs et le secteur public optimiser la valeur des rgimes de soins de sant en utilisant notre expertise professionnelle, nos systmes de pointe en gestion de linformation ainsi que notre technologie. Express Scripts Canada est une filiale en proprit exclusive dExpress Scripts, lun des plus importants gestionnaires de rgime dassurance mdicaments en Amrique du Nord qui fait partie du Cigna Group (NYSE: CI), une socit mondiale de soins de sant. Ensemble, nous offrons des solutions novatrices et efficientes qui amliorent laccs, labordabilit et les rsultats sur le plan de la sant pour les Canadiens. Sommaire de lemploi : Express Scripts Canada est la recherche dun reprsentant bilingue pour son Centre dappels lintention des fournisseurs. La personne recherche doit pouvoir travailler jusqu 35 heures par semaine et tre en mesure de travailler laprs-midi et le soir ainsi quoccasionnellement les fins de semaine ou les jours fris. Le personnel du Centre dappels lintention des fournisseurs agit titre dintermdiaire entre les fournisseurs, les clients, les participants aux rgimes et Express Scripts Canada en ce qui concerne les demandes quotidiennes relatives au traitement des demandes de rglement et les questions relatives aux couvertures. Le reprsentant du Centre dappels doit reflter lengagement dExpress Scripts Canada en matire daccessibilit et de rapidit de rponse aux appelants qui ont besoin daide. Ce poste est essentiel au maintien des niveaux de service et des objectifs contractuels. Responsabilits principales Rpondre aux appels provenant de diffrents professionnels de la sant. Rpondre aux questions sur ladmissibilit aux couvertures (soins dentaires, mdicaments, quipement mdical et fournitures mdicales, soins mdicaux complmentaires, soins de la vue et counseling en sant mentale) ainsi qu des questions des fournisseurs, des participants aux rgimes et des clients relatives aux demandes de rglement. Dterminer les besoins de lappelant et les valuer afin de trouver une solution. Rpondre aux questions de manire exacte et donner des renseignements complets de faon rapide et professionnelle. Offrir du soutien technique, au besoin, afin daider les fournisseurs soumettre leurs demandes de rglement par voie lectronique. Collaborer avec les autres quipes et services de lentreprise. Communiquer de manire efficace. Offrir une exprience client hors pair lors de chaque interaction. Accomplir dautres tches, au besoin. Les horaires associs ce poste sont variables et peuvent comprendre les fins de semaine. Le Centre dappels est ouvert du lundi au vendredi de 6 h 30 minuit, ainsi que les fins de semaine et les jours fris, de 8 h minuit. Ce que nous recherchons : A minimum of 1 year of prior experience in a call center or customer service role Excellent verbal and written communication skills Strong interpersonal skills with the ability to work independently and within a team environment Problem-solving skills Flexibility in working days, evenings and holidays Skilled in MS Office (Word, Excel, Outlook), along with strong keyboarding skills Bilingualism, English and French, is required Pourquoi se joindre notre quipe? Rmunration, avantages sociaux et rgime de retraite concurrentiels Perfectionnement et avancement professionnels Une culture qui clbre linnovation et la collaboration Conditions de travail souples et programmes de mieux-tre Exigences pralables lemploi Toute offre demploi est conditionnelle la vrification des rfrences et des antcdents , conformment la politique de lentreprise. Express Scripts Canada, pour certains postes, lobtention et le maintien dune cote de fiabilit du gouvernement fdral constituent une exigence demploi. Les candidats postulant de tels postes doivent satisfaire tous les critres dadmissibilit pour la cote de fiabilit applicable et consentir au processus de vrification de scurit conformment la rglementation fdrale. Le dfaut dobtention ou de maintien de la cote de scurit requise entranera le retrait de loffre ou le congdiement. Nous utilisons des outils dintelligence artificielle dans le cadre du processus de recrutement, que ce soit pour mener des entretiens vido, prendre des notes et valuer les candidats. Cependant, les valuations seront examines par les gestionnaires responsables de lembauche et notre quipe Acquisition des talents avant toute dcision. Express Scripts Canada is a Cigna company Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products. About Express Scripts Canada Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada''s leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors. It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required. We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment. We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities. If you require accommodation in completing the online application process, please email: Do not email for an update on your application or to provide your resume as you will not receive a response.