Client Care Representative

Organization Summary

Founded in 1986, OpenCircle Contractors Association is a member-driven organization that champions open competition, free enterprise, and a merit-based approach within the construction industry. Representing more than 1,500 member companies and 50,000 employees, OpenCircle Contractors Association supports people, strengthen businesses, and advances the industry through advocacy, training and development opportunities, tuition reimbursements, post-secondary scholarships, and an industry-leading benefits plan. Built on a strong foundation and continuously evolving to meet the needs of our members, OpenCircle Contractors Association remains firmly committed to supporting and growing the construction industry across Canada.

Position Overview

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.

Work Requirements

This posting is for one (1) full-time position based in the Edmonton office. The regular hours of work for the position is Monday to Friday, 8:00 a.m. to 4:30 p.m.

Job Responsibilities

• Process enrollments efficiently and accurately.
• Assist plan members throughout the 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, Reformulary, Self Pay, Disability, and Retiree Application processes.
• 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 appropriate claims adjudicator.
• Assist employees, beneficiaries, and executors with support on Life, Accidental Death and Dismemberment and Disability claims.
• Process drug card requests.
  
• Process Optional Benefit applications and maintain files.
• Update Case Management notes after each call, email, and walk-in.
• Maintain member employee and division files when changes are received.
• Demonstrate phone etiquette and best practice for providing exceptional customer service.
  
• Assist the Member Benefit Services department with outreach to member companies, member events, and member visits.
• Assist the Benefit Services department in rate and systems testing and other administrative tasks as assigned.
  

*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 is an asset.
• Experience in benefit administration is considered an asset.
• 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.
• Demonstrated technical proficiency to apply knowledge of grammar, punctuation, structure, spelling, tone, proofreading, clarity, and organization.
• High level of proficiency with Microsoft Office 365.
• Provides and practices sound judgment using independent decision-making.
• Sound analytical thinking, planning, and prioritization skills.
• High level of integrity, confidentiality, and accountability.
• High attention to detail and organizational skills.
• Strong problem identification and resolution skills.
• Creative and innovative thinker.
• Communication skills; both verbal and written.
• Exemplary time management.
• Ability to use tact and diplomacy when handling sensitive information.
• Effective delivery of complex information in clear and concise manner.

Core Competencies

At OpenCircle Contractors Association, we are committed to fostering a workplace culture that reflects and supports the values of our employees. To thrive in this role and contribute positively to our organizational culture, the following core competencies are key:

• Agility
• Result-oriented
• Solution-based thinker
• Creative problem solving
• Self-motivation