Bilingual Membership Administrator

Canadian Medical Protective Association•Ottawa, ON

5d•Hybrid

About The Position

Membership Services provides information, advice and support services to members to enable the management of their CMPA membership and eligibility for medical-legal protection and other CMPA services. The Contact Centre is the entry point for all inquiries to the CMPA, member validation, case creation, and assignment. The division screens phone calls for medical-legal assistance and transfers these calls to facilitate timely and appropriate member support. The Membership Services team handles more than 155,000 inquiries per year. The Membership Administrator provides customer service to the CMPA’s members and business partners in a knowledgeable and professional manner via phone, written correspondence and computer interactions. Reporting to the Supervisor, Membership Services, the Membership Administrator provides high quality customer service in one or more of the following areas: membership standards and procedures, multifaceted membership requests, registration, provincial reimbursement and licensure programs, third party requests, and service improvement initiatives. The Membership Administrator also performs a variety of other departmental tasks as required.

Requirements

Diploma or certificate program (2-3 years)
4-6 years of customer service experience in person or in a contact centre environment
Experience in customer service principles and best practices
Knowledge of software and computer applications: MS Office, and various databases and/or internal software applications
Experience working with program specific systems applications and databases
Bilingualism (French and English) oral and written is mandatory
Customer service, verbal and written communication skills; spelling and grammar skills
Organizational skills; ability to work independently and as part of a team; ability to set priorities in a multi-tasked environment
Ability to interpret and apply policy, using judgement
Ability to perform basic mathematical calculations quickly and accurately
Strong attention to detail

Nice To Haves

Experience with SugarCRM is considered an asset

Responsibilities

Assesses, processes, verifies, and responds to member and external requests. This involves compiling appropriate research and trends information, working with other programs and departments to ensure requests are addressed in the proper manner. Escalates cases as required.
Prepares written documentation and responses to specific inquiries and requests. Ensures appropriate logs, records and systems are maintained.
Provides information, interpretation and feedback on membership information, guidelines and policies.