Pacific Blue Cross

Pacific Blue Cross has been British Columbia’s leading benefits provider for 80 years. We are an independent, not-for-profit society with strong roots in BC’s health care system. Together with our subsidiary BC Life, we provide health, dental, life, disability and travel coverage to 1 in 3 British Columbians through employee group plans and individual plans.

We are fueled by a commitment to keep health care sustainable for all British Columbians. Through our Pacific Blue Cross Health Foundation, we also provide funding to community organizations with a focus on alleviating mental illness and chronic disease. We’re interested in finding people who want to make a difference and who will take advantage of every opportunity to build a career with us.

Pacific Blue Cross offers an attractive compensation and benefits package, fitness programs, and an onsite gym and cafeteria. Our workplace culture values health and wellness, continuing education, environmental sustainability and giving back to the community.

We are currently recruiting for a permanent Receptionist to join our Customer Experience team. This role will require working onsite at our head office in Burnaby.

Job Summary

Under the general supervision of the Assistant Manager, Customer Experience, oversees the reception area of Pacific Blue Cross (PBC); operates a multi-line telephone network system to receive, screen and redirect incoming calls; meets directly with walk-in clients and responds to a wide range of client, provider or general inquiries including those of a confidential or sensitive nature; and provides a variety of administrative services to support general office operation including mail and sorting duties.

Job Duties

Customer, Client and Member Service

Oversees the reception area of PBC, meets directly with walk-in clients and responds to a wide range of general inquiries including those of a confidential or sensitive nature by:

receiving, screening and redirecting incoming phone calls or visitors via a multi-line telephone network system;

applying a variety of customer service tools and techniques to clarify caller or visitor issues, diffuse hostility, ensure open communication, and promote caller/visitor well-being;

accessing a variety of internal information resources and online systems to determine appropriate response, action, escalation, or referral;

accessing the automated customer relationship management system to obtain basic client information;

receiving visitors, determining purpose of the visit, answering basic inquiries, providing claim forms and notifying the appropriate department or staff member if the visitor requires an escalated level of service;

documenting client interactions for future reference;

maintains the reception area in clean and orderly condition; and

ensuring all interactions are completed within established standards of service delivery and service level objectives to facilitate the achievement of customer satisfaction, productivity, and efficiency.

General Team and Department Support

Monitors individual performance statistics and documents events which may have influenced performance such as participation in special projects, department meetings, or learning activities.

On a one-to-one basis, supports new employees by demonstrating the execution of specific tasks and duties, and sharing knowledge and experience on request.

Performs other assigned duties related to the provision of reception, administrative and/or clerical support which do not affect the rating of the job.

High school graduation or equivalent

A minimum of six months previous related experience in a customer service-oriented position, dealing with general inquiries over the phone and in person

Ability to effectively communicate both verbally and in writing

Demonstrated proficiency with basic Excel

We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of race, ethnicity, gender, sexual orientation, religion, ability, education level, parental status, or socioeconomic status.

PBC is an equal opportunity employer and welcomes applications from all qualified candidates. To request an accommodation in completing this application, pre-employment testing, interviewing or otherwise participating in the employee selection process, please direct your inquiries to [email protected]

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