Client & Member Operations Coordinator

WHO ARE WE?

GroupHEALTH is transforming the way Canadians experience benefits through offering groundbreaking coverages, plan designs, and administration solutions. In over 40 years, they’ve helped over 4500 Canadian organizations take back control of their benefits plans. GroupHEALTH’s comprehensive coverage features unique health and dental solutions, industry-leading disability management programs, and robust wellness offerings to keep businesses and their employees healthy.

YOUR ROLE

The Client & Member Operations Coordinator will have a hands-on role within the organization to support the overall operations and it’s leaders, with a focus on the Client & Member departmental needs.

YOUR IMPACT

This role is instrumental in providing support with data management/analytics, projects/process improvements as well as background assistance to these departments to ensure the day-to-day administrative tasks run smoothly and efficiently. This role will require the successful candidate to be able to go into either office at least 2 days a week, with the remainder of the days worked from home.

• JIRA coordination, maintaining assignees, dates, recurring items
• Organization and maintenance of digital and physical files (digital and physical)
• SharePoint/Teams/Power Automate creation, maintenance and assistance under direction from department and leadership
• Updates and Maintenance to digital files (SharePoint, Drives, Templates, Forms, Lists etc)
• Scheduling and coordination of training sessions and other adhoc coordination for departments, based on direction
• Maintaining document retention polices through direction from leadership (digital and physical)
• Technical Services

Reporting & Analytics

• Internal/External Client & Member Metrics, maintenance and generation based on current schedules, including departmental KPIs, and vendor reports
• Client and Member technical coordination, based on requests and direction from departments/leadership
• Under the direction of leadership creation of tracking sheets, databasing and dashboards, including renewal tracking each quarter and pended claims tracking
• Internal/External Client & Member Reporting, maintenance and generation based on current schedules

Quality Assurance & Process

• Coordinate the quality assurance program for departments, and leadership based on current practices
• Process Reporting/Analytics, potential for continuous improvement reporting
• Technical writing process documentation, mapping of current processes
• Process development assistance for projects

Miscellaneous activities can also include background support items such as: managing external inboxes, printing OneCards, receiving and distributing mail and eligibility verifications for external vendors.

What To Expect

First 30 Days

• Begin to develop personal organizational tactics with regard to communication, time management, scheduling, and responsibility task management, and be able to present those to the team in scrums
• Performing core responsibilities of the role with support and guidance
• Complete basic training on systems (CRM, WEBS, etc.) and GroupHEALTH benefit and product offering
• Understand the different roles in the departments
• Conduct Meet & Greet sessions with departmental peers and leaders

First 60 Days

• Begin to take ownership of independent assigned tasks, and work with leaders to drive performance toward growth and retention in monthly reviews
• Communicate with direct leadership on identified roadblocks in day-to-day tasks
• Under the direction of leadership begin understanding needs within Client Services and Member experience teams with regards to documentation, forms, Microsoft Suite usage, and ownership etc.
• Complete UKG/training course list provided by leadership
• Develop a working ability in our systems and processes
• Have a working understanding of common request-based software programs (JRIA, Inbox Requests, SharePoint Lists etc)
• Review current operational resources and KPIs

First 90 Days

• Have a firm grasp on responsibilities, and be able to concisely communicate priority shifts, and pivot accordingly when required
• Independent ownership in responsibilities of the role including tracking sheets, reporting, scheduling, inox maintenance, gifting programs, case assignment and miscellaneous background tasks
• Be able to take direction from direct leadership, follow through on tasks, and suggest additions or revisions based on skills learned thus far
• Identifying ways to further support the Client Experience and Operations leaders
• Provide support and feedback based on system learnings on processes, programs, and best practices
• Understanding and delivery of the company’s values and the client service strategic initiatives
• Other duties assigned by Manager
• Use creativity to work with leaders to problem-solve requirements driven by departmental needs
• Have fun and laugh lots

THIS IS YOU

• You have Post-Secondary Education, or relevant hands on experience.
• You have proficiency in office programs required (particularly SharePoint, Power Automate, Excel)
• You have a good understanding of Group Benefits.
• You have 1-3 years' experience in a customer facing environment.
• You are adaptable to change.
• You have strong creative problem-solving and resourcing skills.
• You are detail-oriented.
• Team player mindset that embraces a “no task too small” attitude with a strong sense of business ownership and accountability.
• You have 1-3 years' of office experience

THIS IS NICE

• You have previous experience with JIRA Service Desk.
• You have 1-3 years' experience in SharePoint Online (Site collections, sites, lists, libraries, pages, permissions, etc.), Microsoft Power Apps, Microsoft Power Automate, Microsoft Office Desktop Applications including Microsoft Teams
• You have previous experience with CRM system.
• You have experience in Project Management, Power BI, Content Management.

 what You'll Get

• Learn and grow with us through our employee education program.
• Starting at 3 weeks' vacation, plus flex days to help you achieve that work-life balance.
• Wellness programs to support you in and out of the office.
• Comfortable compensation.
• Comprehensive and competitive benefits package.

WHY YOU WILL LOVE WORKING FOR GroupHEALTH

Professional Development

We are a fast-growing company and as a result, there are ample opportunities for career growth and professional development when you join our team. From a transparent promotion structure and defined career paths to a wide range of learning and development opportunities, we do what it takes to invest in your career and help you hone your skills so you can grow alongside us!

Health & Wellness Benefits

We offer a comprehensive array of health and wellness benefits that provide choices so you can tune your benefits plan to fit your unique needs.

Events and Socials

When you join our team, you’ll enjoy everything from virtual company-wide teaching and training days, industry events, Happy Fridays, team social events and much more!