Bilingual Customer Service Analyst

Position Type:

Permanent

If you’re looking for a fulfilling career that can make a real difference in your life, and the lives of others, you’ve come to the right place.

As a national health solutions partner, we put people first in everything we do — and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest — and it’s reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.

Your everyday with us:

The Medical Authorization Centre (MAC) within Federal Administered Programs is a center of expertise specializing in the authorization and reimbursement of health benefits. 

As a Medical Authorization Centre Analyst, you are on the front line receiving health related incoming calls, faxes, mail and web based requests from health care professionals.  In this role, you will ensure all necessary information is obtained to process the authorization requests and resolve issues.

The Medical Authorization Centre offers a consistent schedule with a shift between the hours of 12:00 pm and 8:30 pm Atlantic Time, no weekends!

We also offer:

• Comprehensive health and dental plan that is 100% employer paid effective on your first day
• Permanent full-time position with opportunity to grow in a well-established organization.
• 100% employer-matched Defined Contribution Pension Plan
• Annual Incentive Bonus which recognizes your contribution to our success. 
• In addition to paid vacation, we offer a gifted week of vacation in your first year and an optional Vacation Purchase Program. 
• Monday to Friday shifts and no weekends
• We offer an extensive virtual paid training program, ensuring you are prepared for your new career
• Opportunities for career development and advancement
• Emphasis on work life balance, providing a personal wellness account, health resources and fitness center discounts
• Currently our analysts are working from home; we will be providing the necessary equipment you will need to get started
• A diverse team of colleagues with multiple fields of expertise

Superstars on our team:

• Respond to requests related to health care benefits, program eligibility, and other general  inquiries
• Are committed to excellence in customer service; providing the highest level of dedication in all service areas
• Liaise directly with medical consultant(s) and health care professionals for clarifications on requests

What you need to succeed:

• The ability to review, analyze and process requests from health care professionals as per established criteria
• You are a good communicator – through email and phone, you are clear, concise and friendly
• The ability to organize work and information to ensure requests are processed accurately and efficiently
• Strong technical aptitude – you can multitask and navigate between multiple software applications simultaneously
• The ability to correspond with clients, medical consultants, health care professional and stakeholders, through various means of communication
• The ability to work quickly and accurately under pressure of time restraints
• You are able to concentrate and have high attention to detail while using a computer for prolonged periods of time
• The ability to work on your own and as a team member
• Those who have earned a post-secondary diploma or degree and/or relevant working experience in customer service or office administration have proven to be very successful in our environment
• You can handle the good and challenging calls/cases
• You are a problem solving master with strong critical thinking skills, you understand client needs and learn quickly how to get the best results in any environment
• Must be fluently Bilingual (English and French) both written and verbal in-order to provide services to our customers and communicate with internal stakeholders in both official languages.

Security Clearance:  

• In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B). This includes Fingerprinting, Criminal Record Check, Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status. 

Working Conditions and Work from Home requirements: 

• Employee may be subject to internal physical site inspections
• Private working area that has a locked door, secure locked perimeter doors (patio doors require a locking bar or pin), an approved locking file cabinet and a locked office space in a controllable environment
• Employees must connect to an approved home network (we would either provide or specify the acceptable routers/connectivity equipment)
• No default passwords if using a home router etc. and the password must be compliant with our security policies
• Work area must be private and free of household noise
• Location of the work area mitigates risks to privacy; for example, that information on the monitor can only be viewed by the employee. The use of privacy screens is required if the home is shared with others.
• E-work space must be secured before walking away
• Headset is mandatory i.e. no speaker phone so family or roommates cannot hear others on the call

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This posting is for an existing vacancy within our organization / Ce poste est actuellement vacant au sein de notre organisation.

Pay Range:

46,292 - 52,078 CAD

The Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge, skills, qualifications, experience and education/training. In addition to Base Pay, eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.  

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs.  We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

While Medavie may use automated tools, including AI, to support application screening, candidates are expected to complete all recruitment interactions independently—without AI assistance—to ensure a fair and equitable process.

If you experience any technical issues throughout the application process, please email: [email protected].