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Job Title: NIHB Account Manager

Location: Mississauga, ON / Montreal, QC

Employment Type: Full-time

Work Arrangement: Hybrid

Pay Range: $85,000 to $90,000 annually.

Job Summary

The Account Manager, Non-Insured Health Benefits (NIHB) Program serves as the primary day-to-day contact for the client and is responsible for all operational deliverables for core services, including daily account activity and management of operational needs. The Account Manager ensures that client requests and enquiries regarding eligibility, claims, implementations, participant materials, report requests, and all other general inquiries are handled in accordance with the service level agreements, with utmost quality and service excellence.

Key Responsibilities

- Act as the primary contact for clients, ensuring service and operational deliverables are met, and coordinating with internal teams for quality and excellence.
- Proactively address client requests, inquiries, and complaints, and coordinate solutions as needed.
- Represent the client's interests within Express Scripts Canada to drive service improvement and align with corporate strategies.
- Work with the NIHB Account Executive to align service delivery with client vision and goals.
- Lead and develop the Client Benefit Analysts team, set clear objectives, and foster high performance.
- Oversee workload and priorities, support client initiatives, and monitor service trends for immediate resolution.
- Resolve operational and service issues, escalating when necessary, and manage recovery efforts.
- Partner with internal stakeholders on product development and operational issue resolution.
- Handle escalations for high-priority items to ensure departmental goals are met.
- Support financial and privacy audits as needed.

What We’re Looking For

- Postgraduate education in business or equivalent of 5 years of relevant experience.




- Knowledge of the NIHB Program or Health Care and Group Benefits is an asset.
- 3-5 years of leadership/supervisory experience, ideally in a Customer Services environment.
- Ability to work cross-functionally to proactively communicate and influence key stakeholders at all levels within the organization to resolve issues with the highest sense of urgency.
- Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail in a fast-paced work environment.
- Ability to motivate and influence team members, and create a culture that supports high engagement.
- Embodies a passion for excellence, instilling shared values for team success.
- Demonstrated focus on quality customer service.

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. Candidates applying for positions requiring federal government security clearance 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.

We use AI-powered tools in the recruitment process, but all scores will be reviewed by hiring managers and the Talent team before making a decision.

Equal Prospect Employer

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.

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📌 NIHB Account Manager - Chargé de comptes, Programme des SSNA - Express Scripts Canada (Mississauga)
🏢 Express Scripts Pharmacy Benefit Services
📍 Mississauga