Products / Services
Competition Number:
Competition Dates - From: 
Friday, July 11, 2014
Tuesday, September 30, 2014
Client Support Analyst
Employment Type:
Full-Time, 12 Month Term and Permanent
$27,516 - $34,395

Recognized as one of Canada’s 10 Most Admired Corporate Cultures, Medavie Blue Cross understands each one of its 1,900 employees plays a key role in building a strong and successful organization. Throughout the six provinces in which we operate, we know our people make a difference in our customers’ lives each day. We encourage our employees to be involved and to support activities that allow for personal and professional growth and development. As a not-for-profit organization, we also place a high priority on giving back to the communities in which we live. 

If you are looking for an opportunity in a challenging, fast-paced and team-oriented work environment with a leading local organization, the career you’ve been looking for may be waiting for you at Medavie Blue Cross.

Role Summary:  

Working in a team environment, the Client Support Analyst will respond to Client inquiries, received by telephone, email and /or in writing. These inquiries will be associated with the status of their submitted or paid claims for benefit programs. As a member of the Federal Administered Programs (FAP) team at our 12 Millennium Drive office, you will develop a high level of knowledge of the programs we administer to our Federal Customers. In this fast paced, automated environment, you will be expected to deal with high volume calls and data while at the same time meeting high performance standards and adhering to our guidelines relating to privacy and security. The goal of this centre of excellence is to ensure that the Client receives the highest level of customer service possible.

There are various shifts during the hours of operations of the Client Support Centre, which are from 7:45 am - 8:30 pm, Monday to Friday (with eventual extended hours to 10:00 pm).

As a Client Support Analyst, your key responsibilities will include:
  • To serve as the initial contact resolution for incoming telephone, email and /or written inquiries from Clients regarding their reimbursement  from several different benefit programs;
  • Updating several difficult applications with accurate reflection of Client inquiries, decisions, escalations relating to Client interaction;
  • Preparing Client letters and other correspondence; and
  • Be committed to excellence in customer service; providing the highest level of dedication in all expected service areas.

As the ideal candidate, you possess the following qualifications:

Education: One year post-secondary diploma or equivalent.

Work Experience: One to two years experience directly related to customer service and/or contact centre. 

Other Qualifications: Due to contractual obligations, the incumbent must be a Canadian citizen and receive enhanced reliability security clearance; possess highly effective listening skills to ascertain clients’ needs, and determine appropriate action required for resolution; have excellent verbal skills for explaining potentially complex issues to clients. 

Computer Skills: Experience in all MS office suite programs; ability to navigate between various applications; strong keyboarding skills and the ability to enter data with speed and precision; working knowledge of FHCPS (Federal Health Claims Processing System) would be considered an asset.

Language Skills: Proficient in French and English both spoken and written is required for this position. 

You also demonstrate the following Core Competencies:

Knowledge: Demonstrates knowledge of customer needs and various processes and procedures in own work area as well as a general understanding of processes in related work areas.  
Analytical Thinking: Uses business knowledge and experience to solve routine problems.  Asks questions to determine the sources of the problem; discusses possible solutions and makes suggestions.  Comfortable with interacting with technology, navigating, updating and data entry.
Communication Skills: Communicates clearly and confidently verbally and in writing to a variety of audiences. Demonstrates the ability to tailor information and delivery to suit the nature of the material, audience and situation.
Customer Orientation: Regularly handles routine customer questions and problems independently and proactively manages and monitors customer satisfaction while providing friendly and courteous customer service.
Execution and Organizational Skills: Organizes work and information in a well thought out manner to deliver on specific tasks and milestones to meet deadlines. Exhibits high levels of energy and perseverance on the pursuit of established goals.
Team Work Skills: Demonstrates an understanding of how the job contributes to the overall work unit and helps others with problem situations without being asked.

If you are interested in working with a team of professionals in a challenging role and you possess the necessary qualifications please follow the instructions for applying on-line via the Medavie Blue Cross Corporate web site by clicking on the link below.


Apply Now

We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted. No phone calls please.

Citizenship - Useful Information

Please indicate in your application the reason you are entitled to work in Canada: Canadian citizenship, permanent resident status or work permit.

Reliability screening will be required.

Medavie Blue Cross is an equal opportunity employer.