Support Specialist (Term 12-Months)

For over 75 years, Medavie Blue Cross has been a leading health and wellness partner for individuals, employers and governments across Canada. As a not-for-profit organization, we proudly invest in communities to help address some of Canada’s most pressing health care challenges. We are one of Canada's Most Admired Corporate Cultures, one of Canada’s Top 100 Employers, Canada’s Life & Health Insurer of the Year for 2021 and an Imagine Canada Caring Company.

Our 2,400 professionals work across six provinces, united by our shared values of being caring, accountable, responsible, innovative and community-minded. We’re committed to ensuring our employees thrive in our award-winning, collaborative culture focused on ensuring health, wellness, and personal and professional growth through a variety of programs and support across our organization.

Together with Medavie Health Services, we are part of Medavie — a national health solutions partner with over 7,700 employees. Our mission is to improve the wellbeing of Canadians.

In the role of Support Specialist, you are both subject matter expert and a key player in supporting continuous improvement initiatives. Working alongside different teams and stakeholders, you are responsible for coordinating the operational needs of Client Solutions. As a Support Specialist, you get to wear many hats and are often called to flex your agility, analytical, influencer and responsive muscles in an ever evolving and fast paced environment. You are in charge of troubleshooting day-to-day system and process issues and delivering quality recommendations and solutions. You support cross-functional knowledge transfer across Client Solutions and support operational and corporate projects. You are a change advocate and innovator who can make sense of trends and provide strategic peer support.

Key Responsibilities

• Submit intake items and attend regularly scheduled calibration meetings
• Promote “quality at source” in the ways of working.
• Troubleshoot system issues and escalations and submit and manage Cherwell tickets as required
• Create and maintain reports needed to analyze and update system data entries
• Provide expertise and daily guidance to all Client Solutions teams including knowledge transfer educational sessions
• Complete work items within established accuracy, productivity and efficiency performance targets
• Support system release testing activities (UAT)
• Represent Client Solutions at assigned business meetings while building and maintaining relationships within the department and across other units in the organization
• Complete assigned project deliverables as defined in the action plan and within timelines
• Monitor CSC cases (Client Satisfaction Centre) and effectively and efficiently manage assigned escalations
• Support continuous improvement initiatives through knowledge transfer facilitation
• Provide input in the creation of test cases needed to validate system defect fixes and/or enhancements

Required Qualifications

• Excellent understanding of the New and Inforce business products and processes, excellent understanding of the impact system maintenance and enhancements has on business processes
• Project management, Business degree or equivalent experience
• Proficiency in Microsoft Office Suite (Word and Excel), knowledge of SharePoint and ALM
• Minimum of one to three years of work experience within Client Solutions or equivalent experience in the Health and Life insurance industry
• Fluency in both English and French is considered an asset, must have excellent written and spoken communications skills
• Problem solving, strong analytical and research skills with attention to detail. Asks questions to determine the sources of the problem, discusses possible solutions and makes suggestions.

We are an Equal Opportunity Employer.

Medavie Blue Cross strives to foster a culture where everyone is enabled to achieve their full potential - a culture of diversity, equity and inclusion (DEI) where we live our values every day in the way we treat each other, our members and the communities we serve. Accessibility is a top priority.

For applicants with disabilities, we provide accommodations throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Medavie Blue Cross Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act.

We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.

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