About GroupHEALTHAt GroupHEALTH, we're proud of the work we do – but it's how we do it that truly sets us apart. We're a fast-moving, ever-evolving, secure organization with deep roots and a bold vision: to transform the way Canadians experience benefits. We combine agility with long-term stability to create meaningful impact.Here, you'll find more than just a job. You'll find a purpose-driven, people-first culture where kindness, collaboration, and curiosity thrive. Whether you've been here fifteen years or fifteen days, you'll notice right away – our people are genuinely invested in one another's success and delivering exceptional experiences to our clients and plan members.Bilingual Member Experience RepresentativeTheBilingual Member Experience Representativewill deliver accurate, empathetic, and efficient service in both English and French across phone, chat, and email channels. Reporting to the Supervisor, Member Experience Contact Centre, this role applies critical thinking and strong product knowledge to resolve member, provider, and client inquiries while meeting performance expectations and contributing to an excellent member experience for English and French-speaking members.This is a remote role within Canada. We are open to candidates across the country, however you must work within our core business hours.What To Expect In Your First 3 MonthsFirst 30 Days: Deliver accurate, complete, and empathetic responses in English and French across all supported channels.First 60 Days: Complete full cross-training across benefit types and channels, and meet or progress toward established KPIs (AHT, quality, adherence).First 90 Days: Effectively resolve inquiries at first contact where possible,



and contribute to a consistent and reliable experience for English and French-speaking members.What You'll DoRespond to inbound inquiries in English and French across phone, chat, and email, adapting communication to the channel and audienceApply critical thinking to assess inquiries, identify root causes, and determine appropriate resolutionsUse systems, SOPs, and knowledge resources to provide accurate and consistent responsesDocument interactions clearly, including actions taken and required follow-upsParticipate in cross-training and ongoing learning across benefit types and channelsMaintain performance expectations across AHT, quality, and adherenceEscalate queries appropriately using defined processesIdentify recurring issues and share observations with leadershipPerform other duties as assigned by managementWhat We're Looking ForFluency in English and French, both written and verbal, is requiredHigh school diploma required; post-secondary education in business, healthcare administration, insurance, benefits, or customer service is an asset1 year of customer service experience is preferred; contact centre, benefits, claims, insurance, or healthcare-related experience is an assetCritical CompetenciesYou will succeed in this role if you are:An Effective Communicator – Communicates clearly and respectfully in English and French, and navigates difficult conversations with tact and diplomacy.A Client Centric Professional – Prioritizes the needs of internal and external clients,



takes ownership, and strives to meet or exceed expectations.A Change Embracer – Thrives in a constantly changing environment, stays resilient, and is unafraid to challenge the status quo.A Team Player – Values diverse perspectives and is committed to the team's success and shared objectives.An Organized Planner – Plans and schedules work efficiently, focuses on key priorities, and stays on track to meet deadlines.An Innovator – Seeks new and better ways of doing things and encourages experimentation.A Continuous Learner – Seeks opportunities to learn and grow, and takes ownership of their own development.CompensationAt the time of this posting, the estimated annual base salary for this position is $47,000 - $49,000. Individual compensation within this range is determined by factors such as job-related skills, relevant experience, and education/training. This range reflects the annual base salary only and does not encompass the comprehensive total rewards package that we proudly offer.Why Join UsBeyond salary, we offer generous paid time off, extended health and dental benefits, RRSP matching, and flexible work optionsWellness support, including comprehensive mental health resources, to prioritize your well-being both in and out of the workplaceA supportive culture, with opportunities to grow, and where our team members feel valued and empowered to thrive.Accommodation and InclusionGroupHEALTH is committed to equity, diversity, and inclusion. If you need accommodation during any stage of the hiring process, please let us know! We're here to help.If you're ready to do meaningful work and grow your career with GroupHEALTH, we'd love to hear from you.#J-18808-Ljbffr

📌 Bilingual Member Experience Representative - Remote (Winnipeg)
🏢 GroupHEALTH
📍 Winnipeg