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Bilingual Customer Service Representative - Express Scripts Canada
Job Title: Customer Service Representative Location: Toronto/Montreal Employment Type: Full-time Reason for Vacancy: Replacement Work Arrangement: Hybrid Department Name: Call Center Pay Type: Salaried Pay Range: $42,000.00 - $45,000.00 Please note that this is a general posting range and offer range will be varied based on relevant experience, qualifications, skills required and location for this role. About Us Express Scripts Canada (ESC) is a leading health benefits management company. Serving over 12 million members, we help insurance carriers, third party administrators, and the public sector optimize the value of health benefits by linking the talent and professional expertise of our people with leading edge information management systems and technology. ESC is a wholly owned subsidiary of Express Scripts Inc., one of the largest pharmacy benefit management (PBM) companies in North America, part of The Cigna Group (NYSE: CI), a global health company. Together, we deliver innovative, cost-effective solutions that improve access, affordability, and health outcomes for Canadians. Job Summary: Express Script Canada is looking for a Customer Service Representative to work within our inbound Provider Call Centre. The ideal candidate must be able to work up to 35 hours per week and be flexible working afternoons and evenings, as well as occasional weekends and holidays. The Provider Call Centre is the main venue for communication between providers, clients and members and Express Script Canada regarding day-to-day claims adjudication queries and coverage inquiries. The Customer Service Representatives reflect Express Script Canada’s commitment to accessibility and responsiveness to all callers who require support-. This position is instrumental in meeting contractual objectives and service levels. Key Responsibilities: Respond to inbound calls from a variety of Health Care Providers Respond to inquiries regarding eligibility of health care benefits (Dental, Pharmacy, Medical Supplies and Equipment, Extended Health, Vision Care and Mental Health Counselling) and claim inquiries to providers, members and clients Identify and assess the caller’s needs to provide resolution Provide accurate, and complete information in a prompt and professional manner Provide technical support where required to assist providers with electronic claims submissions Collaborate with other internal teams & departments Communicate effectively and efficiently Provide a world-class customer service experience with every interaction Other duties as assigned Please note this role requires flexible availability and may include weekend shifts. The Call Centre hours are Monday to Friday, 6:30am to midnight and weekends and holidays, 8:00am to midnight. Qualifications: A minimum of 1 year of prior experience in a call center or customer service role Excellent verbal and written communication skills Strong interpersonal skills with the ability to work independently and within a team environment Problem-solving skills Flexibility in working days, evenings and holidays Skilled in MS Office (Word, Excel, Outlook), along with strong keyboarding skills Must be bilingual (English and French) Why Join Us? Competitive compensation, benefits and pension plan Career development and advancement opportunities A culture that celebrates innovation and collaboration Flexible work options and wellness programs Pre-Employment Requirements All offers of employment are conditional upon the successful completion of reference checks and background verification in accordance with company policy. Within ESC, for certain positions, obtaining and maintaining a federal government security clearance is a condition of employment. Candidates applying for such roles must meet all eligibility criteria for the applicable clearance level and consent to the security screening process as mandated by federal regulations. Failure to obtain or maintain the required clearance will result in withdrawal of the offer or termination of employment. Our hiring process includes AI-powered tools to conduct video interviews, take notes and score candidates; however, all scores will be reviewed by hiring managers and our Talent team before making a decision. INTERNAL APPLICATION DEADLINE - FEBRUARY 25, 2026 ______________________________________________________________________________ Poste : Représentant bilingue du Centre d’appels Lieu de travail : Toronto/Montréal Type d’emploi : Temps plein Raison de l’embauche : Remplacement Environnement de travail : Hybride Nom du service : Centre d’appels Type de rémunération : Salaire / Horaire Échelle salariale : 42 000,00 $ à 45 000,00 $. Veuillez noter qu’il s’agit d’une échelle salariale générale et que l’offre variera en fonction de l’expérience, des qualifications, des compétences requises et du lieu de travail pour ce poste. À propos de nous Express Scripts Canada est le chef de file en matière de gestion de régimes de soins de santé. Nous offrons des services à plus de 12 millions de participants et nous aidons les assureurs, les tiers administrateurs et le secteur public à optimiser la valeur des régimes de soins de santé en utilisant notre expertise professionnelle, nos systèmes de pointe en gestion de l’information ainsi que notre technologie. Express Scripts Canada est une filiale en propriété exclusive d’Express Scripts, l’un des plus importants gestionnaires de régime d’assurance médicaments en Amérique du Nord qui fait partie du Cigna Group (NYSE: CI), une société mondiale de soins de santé. Ensemble, nous offrons des solutions novatrices et efficientes qui améliorent l’accès, l’abordabilité et les résultats sur le plan de la santé pour les Canadiens. Sommaire de l’emploi : Express Scripts Canada est à la recherche d’un représentant bilingue pour son Centre d’appels à l’intention des fournisseurs. La personne recherchée doit pouvoir travailler jusqu’à 35 heures par semaine et être en mesure de travailler l’après-midi et le soir ainsi qu’occasionnellement les fins de semaine ou les jours fériés. Le personnel du Centre d’appels à l’intention des fournisseurs agit à titre d’intermédiaire entre les fournisseurs, les clients, les participants aux régimes et Express Scripts Canada en ce qui concerne les demandes quotidiennes relatives au traitement des demandes de règlement et les questions relatives aux couvertures. Le représentant du Centre d’appels doit refléter l’engagement d’Express Scripts Canada en matière d’accessibilité et de rapidité de réponse aux appelants qui ont besoin d’aide. Ce poste est essentiel au maintien des niveaux de service et des objectifs contractuels. Responsabilités principales Répondre aux appels provenant de différents professionnels de la santé. Répondre aux questions sur l’admissibilité aux couvertures (soins dentaires, médicaments, équipement médical et fournitures médicales, soins médicaux complémentaires, soins de la vue et counseling en santé mentale) ainsi qu’à des questions des fournisseurs, des participants aux régimes et des clients relatives aux demandes de règlement. Déterminer les besoins de l’appelant et les évaluer afin de trouver une solution. Répondre aux questions de manière exacte et donner des renseignements complets de façon rapide et professionnelle. Offrir du soutien technique, au besoin, afin d’aider les fournisseurs à soumettre leurs demandes de règlement par voie électronique. Collaborer avec les autres équipes et services de l’entreprise. Communiquer de manière efficace. Offrir une expérience client hors pair lors de chaque interaction. Accomplir d’autres tâches, au besoin. Les horaires associés à ce poste sont variables et peuvent comprendre les fins de semaine. Le Centre d’appels est ouvert du lundi au vendredi de 6 h 30 à minuit, ainsi que les fins de semaine et les jours fériés, de 8 h à minuit. Ce que nous recherchons : A minimum of 1 year of prior experience in a call center or customer service role Excellent verbal and written communication skills Strong interpersonal skills with the ability to work independently and within a team environment Problem-solving skills Flexibility in working days, evenings and holidays Skilled in MS Office (Word, Excel, Outlook), along with strong keyboarding skills Bilingualism, English and French, is required Pourquoi se joindre à notre équipe? Rémunération, avantages sociaux et régime de retraite concurrentiels Perfectionnement et avancement professionnels Une culture qui célèbre l’innovation et la collaboration Conditions de travail souples et programmes de mieux-être Exigences préalables à l’emploi Toute offre d’emploi est conditionnelle à la vérification des références et des antécédents, conformément à la politique de l’entreprise. À Express Scripts Canada, pour certains postes, l’obtention et le maintien d’une cote de fiabilité du gouvernement fédéral constituent une exigence d’emploi. Les candidats postulant à de tels postes doivent satisfaire à tous les critères d’admissibilité pour la cote de fiabilité applicable et consentir au processus de vérification de sécurité conformément à la réglementation fédérale. Le défaut d’obtention ou de maintien de la cote de sécurité requise entraînera le retrait de l’offre ou le congédiement. Nous utilisons des outils d’intelligence artificielle dans le cadre du processus de recrutement, que ce soit pour mener des entretiens vidéo, prendre des notes et évaluer les candidats. Cependant, les évaluations seront examinées par les gestionnaires responsables de l’embauche et notre équipe Acquisition des talents avant toute décision. INTERNAL APPLICATION DEADLINE - FEBRUARY 25, 2026 Express Scripts Canada is a Cigna company Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products. About Express Scripts Canada Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy™ services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors. It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required. We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment. We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities. If you require accommodation in completing the online application process, please email: eschr2@express-scripts.com Do not email eschr2@express-scripts.com for an update on your application or to provide your resume as you will not receive a response. Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.
