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Représentant, Centre d’appels/ Bilingual Customer Service Representative

Job Information
Author pmnationtalk
Date July 15, 2020
Type Full Time
Company Express Scripts Canada
Location Montreal, QC
Category Customer Service
Client Express Scripts Canada
Contact Information
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Représentant, Centre d’appels/ Bilingual Customer Service Representative

The primary role is to respond to in-coming medical provider inquiries. The Provider Call Centre is the venue for telephone communication related to day-to-day claims adjudication queries. This position is instrumental in meeting contractual objectives and service levels.

Key Responsibilities:

  • Respond to a steady volume of inbound calls from Health Care Providers
  • Respond to inquiries regarding eligibility on multiple benefit types (Dental, Pharmacy, Medical Supplies and Equipment, Extended Health, Vision Care and Mental Health Counselling) and claim inquiries
  • Identify and assess Providers’ needs and achieve first call resolution on every call
  • Provide accurate, valid, and complete information in accordance with applicable call scripts and documented procedure manuals
  • Provide technical support to Providers where required in order for the Provider to submit claims electronically, assist in navigation of public websites, and troubleshoot on claims transmission errors
  • Keep abreast of procedural changes, circulated newsletters and external communications to ensure the most accurate information is communicated to Providers on the call
  • Manage complaints and provide appropriate solutions and follow-up where required to resolve an inquiry. In cases of an escalated nature, the CSR will transfer the live call to a Supervisor for assistance
  • Participate in training and cross training for Pharmacy, Dental, Medical Supplies and Equipment, Vision Care, Mental Health Counselling and Extended Health benefits as required for skill development
  • Attend regular team meetings for procedural updates and team building and coaching sessions as required for quality assurance and performance development


  • Bilingualism fluency in French and English is required
  • One-year experience in a call centre or customer service environment
  • Intermediate skills in MS Office (Word, Excel, Outlook)
  • Strong keyboarding skills
  • Excellent verbal and written communication skills
  • Strong interpersonal skills with the ability to work independently and within a team environment
  • Exceptional problem-solving skills

La responsabilité principale du titulaire du poste est de répondre aux requêtes des fournisseurs. Le personnel du Centre d’appels agit comme intermédiaire entre les fournisseurs et First Canadian Health/ Express Scripts Canada en ce qui concerne les demandes quotidiennes relatives au traitement des demandes de règlement. Le représentant au Centre d’appels reflète l’engagement de Express Scripts Canada d’offrir accessibilité et rapidité de réponse aux fournisseurs. Ce poste est essentiel au maintien des objectifs et du niveau de service contractuels.

Responsabilités principales

  • Offrir des réponses exactes, exhaustives et rapides aux requêtes des fournisseurs, conformément aux processus décrits dans les manuels du Centre d’appels à l’intention des fournisseurs
  • Produire des rapports à la demande du chef d’équipe, au besoin
  • Remplir d’autres tâches qui lui sont assignées


  • Être titulaire d’un diplôme d’études secondaires
  • Être bilingue (français et anglais)
  • Avoir de l’expérience en centre d’appels ou au service à la clientèle
  • Présenter d’excellentes habiletés de communication à l’oral comme à l’écrit
  • Démontrer des aptitudes exceptionnelles en résolution de problèmes
  • Être en mesure de travailler de façon efficace, seul ou en équipe
  • Connaître les applications logicielles (suite Microsoft Office)

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.

When you work with Cigna, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place. What difference will you make?  To see our culture in action, search #TeamCigna on Instagram.


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