Client Care Representative

Organization Summary

Building on nearly 40 years of experience as Merit Contractors Association, OpenCircle elevates employers and employees by supporting well-being in work, life, and the spaces in between. As a membership association supporting construction and industry partners across Canada, OpenCircle supports their client companies and their employees with sustainability and growth. As changes occur globally and at home in Canada, they shine the spotlight on the employer-employee relationship, encouraging diverse thinking on how to best support employees and their families.

What will you do?

Reporting to the Supervisor, Client Care, the Client Care Representative is responsible for administering the OpenCircle Benefit Plan offerings and providing benefit plan information, assistance and support to members, employees, and their families in the understanding and utilization of the benefits plans offered. 

*Please note that this is a temporary position for a period of 24 months*

Job Responsibilities

Process enrollments efficiently and accurately.

Assist plan members in single sign on registration process.

Provide service to member companies and their employees and dependents via phone, email or in person to discuss coverage, plan changes and eligibility.

Provide general assistance for inquiries surrounding Prior Authorization, Self Pay, Disability, and Retiree Application Process.

Provide accurate responses to inquiries pertaining to the Hour Bank Plan, Office Supervisory Plan, and Retiree Benefit Plan.

Assist in the resolution of extended health and dental claim issues by acting as a liaison between employees on the Hour Bank and Office Supervisory Plans and the claim adjudicator.

Assist employees/beneficiaries/executors with support on Life, Accidental Death and Dismemberment and Disability Claims. Maintain iBenefits to indicate current status.

Process drug card requests.

Process Optional Benefit applications and maintain files.

Update Case Management notes after each call, email, and/or walk-in.

Maintenance of employee or division files when changes are received.

Demonstrate phone etiquette and best practice for providing exceptional customer service

Effective coordination of inquiries between OpenCircle Benefits and OpenCircle Association.

Assist the Member Benefit Services team in reaching out to member companies, member events, and member visits.

Assist the Benefit Development team in rate and systems testing and other administrative tasks.

Other duties as assigned from time to time to meet the ongoing need of the organization.

*Please note that as part of our recruitment process, we require each shortlisted candidate to participate in a criminal record check*

Qualifications

High school diploma; post-secondary education an asset.

Ability to effectively deal with all clients in a manner that shows sensitivity, tact, and professionalism.

Good judgement, decision-making, and problem-solving skills.

Strong written and oral communication skills.

Strong interpersonal skills.

Initiative in identifying and dealing with situations proactively and persistently.

Great attention to detail.

Exemplary customer service skills.

Demonstrate time management and organizational skills with the ability to meet projected timelines.

Proficiency in computer software packages including Microsoft Word, Excel, Outlook. Excellent computer skills are essential in this role.

Core Competencies

At OpenCircle we strive to provide a workplace culture that aligns with our employees’ personal values. Core competencies for this role, to align well with our workplace culture, are:

Agility

Result-oriented

Solution-based thinker

Creative problem solving

Self-motivation