EMPLOYMENT TYPE:                         
(1) Permanent position (with benefits)
(1) Six month term position (with benefits)
(Monday to Friday with a 35-hour work week; hours range from 8:00 a.m. – 5:00 p.m.)
 
SALARY:                                              
$40,230 to $55,556 with a control point of $47,894
 
 
POSITION SUMMARY:
The Customer Service (Membership) Representative provides knowledgeable and professional customer service assistance to the CMPA’s members and business partners. Reporting to the Supervisor, Policy Team, the Customer Service (Membership) Representative provides high quality customer service in one or more of the following areas: membership policy, extent of assistance, multifaceted membership requests, registration, provincial reimbursement and licensure programs, third party requests, and service improvement initiatives. The Customer Service (Membership) Representative also performs a variety of other departmental tasks, as required.
 
 
RESPONSIBILITIES:
·         Assess, respond to and document member and external stakeholder requests (via telephone, mail, facsimile, e-mail, and in person) that are complex or relate to exceptions and general extent of assistance enquiries;
·         Accept ‘warm handshakes’ (immediate call transfers) from the Call Centre;
·         Analyze requests and prepare detailed summaries, as required;
·         Escalate cases and follow up to completion, as required;
·         Review, assess and process membership applications and reactivations and related payments;
·         Process and respond to claims history requests, and payer group changes that impact a member’s records;
·         Review and investigate requests for incorporation information;
·         Contact members and other parties by telephone, mail or in person to resolve membership matters and/or share information (e.g., obtain additional information required for evaluation of membership or reimbursement and licensure program issues, etc.).
·         Respond to pager notification of walk-in members and process the member's request;
·         Perform data searches, entries and changes in PeopleSoft;
·         Maintain knowledge and understanding of various CMPA and provincial policies;
·         Recommend and develop/update procedures, and participate in initiatives to improve service to members;
·         Participate in team meetings, projects and committees, as required.
 
QUALIFICATIONS:
·         Completion of two-year community college diploma, preferably in Business Administration or a customer service related field.
·         Minimum of 3 – 5 years of customer service work experience (written and verbal interactions with clients) in a professional office environment. 
·         Bilingualism (English/French – written and verbal) is mandatory.
·         Superior written and verbal communication skills (including telephone etiquette).
·         Ability to perform basic mathematical calculations.
·         Demonstrated ability to work independently as well as in a team environment, and to effectively interface with other departments.
·         Ability to prioritize and multi-task.
·         Attention to detail is a must.
·         Ability to exhibit sound judgment skills when interpreting and applying policy, including determining exceptions.
·         Intermediate level computer experience with MS Office Suite, MS Outlook and Internet browser applications.
·         Experience using PeopleSoft, Documentum, RightFax, and CTI telephone system would be an asset.
·         Courses in business writing, report writing and medical terminology would be considered assets.
 
Please Note:
 
•          We wish to thank all applicants for their interest. However, only those selected for further consideration will be contacted.            
•          Fluency in English and French is mandatory for this position. Candidates who do not meet this requirement will not be considered further.

•          Selected candidates will be required to complete a skills assessment. 
•          Successful candidates will be required to provide proof of academic and professional qualifications.
 
The CMPA offices are located in Ottawa, Ontario. We offer a comprehensive compensation and benefits package as well as access to two on-site fitness centres. Please forward your cover letter and resume quoting Posting #07-026uj to: