The Customer Service Specialist is accountable to the Manager, Service & Operations for providing customer service and product information to members of the OMA, NLMA, MSPEI, NBMS and DNS, and their families on OMA insurance programs. Major duties include responding to members’ enquiries; sharing member feedback on the performance of external administrators and insurers; participating in business initiatives; and providing support to the Department’s group plan administrator.
RESPONSIBILITIES AND DUTIES
first point of contact for member’s calls, emails, faxes, correspondence, survey to facilitate resolution of member complaints, administrative, underwriting and claims issues to full resolution
communicate detailed information on
OMA Insurance plan provisions, eligibility, underwriting requirements
application and claims processes
in-force coverage to members and other stakeholders
consequences of requested changes to insurance coverage
perform appropriate follow-ups and audits to resolve member inquiries and validate business partner performance; escalate issues to administrator and/or management as appropriate; coordinate with and assist business partners for appropriate resolution of customer and administrative issues; make appropriate referrals to OMAI advisors and/or other business partners;
collect and document member feedback of satisfaction with OMA insurance products, processes and services; document and track complaints, actions taken, underlying issue and final resolution for member as well as corrective action(s) taken by administrator or business partner; maintain applicable reports as required;
contribute to or actively participate in internal and external business initiatives (such as contractual offers, annual renewal, annual premium refund), product implementations and changes; provide input and participate with stakeholders in developing or enhancing administrative forms, marketing material, communications and processes for OMA Insurance programs; contribute to the development of internal tools;
participate on and contribute to developing and/or enhancing internal Service & Operations team processes and/or department systems, and documenting and/or updating procedures as required;
present ideas for discussion, providing feedback based on insight gained from contact with members; recommend new practices and procedures that will contribute to a positive member experience and overall efficiency.
Education: Required – Community College Diploma in Business Administration, or equivalent; or Commerce. Preferred – LOMA ACS designation or equivalent insurance courses.
Experience: 2-5 years administrative experience in life and health insurance.
Resumes, including salary expectations, should be forwarded by to firstname.lastname@example.org by July 29, 2017.
We regret that only those selected for an interview will be contacted.
Ontario Medical Association is an equal opportunity employer. We will accommodate your needs under the Ontario Human Rights Code.
OMA Insurance offers a complete portfolio of insurance solutions designed to meet the unique needs of physicians and their families. Our vision is to be the number-one trusted insurance provider of exclusive, competitive and integrated advice, service and solutions tailored to meet the unique protection needs of physicians and their families, while providing unparalleled member experience. Strictly not for profit, the non-commissioned team can focus exclusively on objective advice and service, using the group buying power of well over half of Ontario physicians to provide medical professionals with the right insurance coverage at every stage of their career.