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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.

2 Jobs Found

Service Desk Analyst Full-time Job

Express Scripts Canada

Administrative Jobs   Mississauga
Job Details

Express Scripts Canada is actively looking for a motivated Service Desk Analyst. The successful candidate shall possess a strong client-centric focus with a keen eye for problem solving and time management skills. This candidate must have a willingness to work a flexible schedule to accommodate deadlines, with on-call duties, as required.

 

 

ESSENTIAL FUCTIONS:

  • Maintain a Product Care Centre processes that meets ITIL standards

  • Monitor, investigate, answer and log internal application issues and service requests

  • Impart business knowledge to assist and support Express Scripts Canada’s internal customers on day-to-day system issues

  • Maintain incident management ticket queues and adhere to SLA’s by setting priorities and resolving technical issues

  • Work with internal service providers to identify and resolve system-related issues

  • Triage end user support issues and actively work with other teams within the Information Systems to resolve in a timely manner

  • Develop and maintain documentation relating to the support process and procedures within the Business Resiliency Product Care Centre team

  • Record, update and track all User ID setup requests for internal software application: modifications, terminations, password resets, including QA and external customer requests

  • Review and update process documents and User templates on a regular basis to reflect current information and processes

  • Answer support calls and participate in an afterhours on-call rotation schedule

  • Provide remote assistance to all Express Scripts Canada locations

  • Develop and maintain good working relationships with user community with a focus on providing best-in-class support services

  • Assist with internal communications regarding system-related issues

  • Liaise with other internal departments as required

  • Meet all SLAs for both internal and external clients

  • Other projects as assigned by Management

 

 

QUALIFICATIONS:

  • Post-secondary degree with related job experience in insurance, customer service or computer science.

  • Experience in a technology/service desk role with a focus on providing superior customer service based on ITIL standards

  • ITIL 4 certification would be an asset

  • Knowledge of FTP, TCP/IP and its relationship to feed transmission and receipt is an asset.

  • Bilingualism in French & English both written and verbal

  • Excellent problem solving skills to assist users in resolving issues and setting customer expectations

  • Excellent time management skills to be able to handle multiple job functions and tickets each day

  • Good working knowledge of Express Scripts Canada operations and systems

  • Ideal candidate has excellent analytical and documentation skills, is proactive, energetic and a team-player

  • A strategic thinker that can think outside the box and take the Product Care Centre to the next level

  • Ability to work effectively with internal customers and other team members

  • Flexible and adaptable to working additional hours and/or overtime

  • Job requires precise finger/hand movements while working with a keyboard

 

NOTE: Internal candidates should apply before March 18, 2024.

Service Desk Analyst

Express Scripts Canada
Mississauga
  Administrative Jobs Full-time
Express Scripts Canada is actively looking for a motivated Service Desk Analyst. The successful candidate shall possess a strong client-centric focus with a keen eye for problem so...
Learn More
Mar 13th, 2024 at 17:03

Customer Service Representative Contract Job

Express Scripts Canada

Customer Service   Toronto
Job Details

We are looking for a Customer Service Representative to work within our inbound Provider Call Centre. If afternoon and evening work shifts fit better with your lifestyle than this job is for you! The ideal candidate must be able to work up to 35 hours per week in a hybrid environment 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 and Express Script Canada regarding day-to-day claims adjudication queries. The Customer Service Representatives reflect Express Script Canada’s commitment to accessibility and responsiveness to providers.  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

  • Identify and assess the caller’s needs

  • 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 is a 12-month contract position with possible extension. 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:

 

 

 

 

 

 

  • Excellent verbal and written communication skills

  • Strong interpersonal skills and passionate about customer service

  • 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

  • Bilingual (English and French) is considered an as

Customer Service Representative

Express Scripts Canada
Toronto
  Customer Service Contract
We are looking for a Customer Service Representative to work within our inbound Provider Call Centre. If afternoon and evening work shifts fit better with your lifestyle than this...
Learn More
Mar 13th, 2024 at 17:00