Senior Customer Service Representative - medical sector

About the position This role is for a Senior Customer Service Representative in the medical sector. The representative will act as a trusted voice in sensitive medical contexts, supporting clients with clarity, empathy, and accuracy in a bilingual (French and English) environment. The position requires the ability to understand medical contexts, ask pertinent questions, and analyze complex situations to provide tailored support. The ideal candidate is a good listener with strong analytical skills and finds meaning in helping others navigate difficult situations. The work arrangement is hybrid, with occasional in-office presence (approximately once per month). The role involves completing insurance and medical questionnaires, handling client calls about insurance claims, collecting information for analysis, assessing needs, and addressing requests professionally. Continuous improvement is encouraged by raising and vetting ideas and trends. Maintaining up-to-date knowledge of products and services and attending development courses is also required. Responsibilities • Complete insurance and medical questionnaires with clients so their insurability can be assessed • Handle client calls about insurance claims • Collect the information needed to analyze requests • Assess needs and addressing each request in a professional, friendly and timely manner • Raise and vet ideas and trends to promote continuous improvement • Maintain up to date knowledge products and services and attend appropriate development courses on an ongoing basis Requirements • Minimum of 2 years’ experience in customer service or within the medical sector • Exceptional active listening skills and excellent verbal and written communication abilities • Fluency in both French and English to communicate with clients across Canada • Basic understanding of medical terminology (e.g. CLSC, medical secretary, patient care attendant, pharmacy staff, etc.) • Ability to assess the importance and urgency of information received from clients • Strong organisational skills with keen attention to detail • Positive attitude and commitment to service quality • Ability to remain calm under pressure • Team player with a proven ability to collaborate effectively Benefits • Flexible work arrangements with monthly financial allocations to support your work-life balance • Generous starting paid vacation time, plus additional vacation days for every year of service • Paid volunteer day • Paid personal and wellness days • Educational assistance of up to \$3,500 a year (with approval from your manager) • Flexible health and wellness account (in addition to comprehensive drug and dental coverage) • Up to 14% of combined contributions to the RRSP matching program • Family-friendly maternity/parental leave

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