Customer Support Representative- Insurance

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The Ontario Medical Association (OMA) advocates for and supports doctors, seeking to strengthen their leadership role in caring for patients.

We continually seek to be the trusted voice in transforming Ontario’s health-care system by courageously pursuing best practices, new ideas, solutions, and opportunities to improve.

Job summary

This position provides first point of contact for customer service support to members, responding to daily queries and requests, and handle the investigation and resolution of escalations.

How you will make a difference

• Interacting with members to address their service concerns, and needs; listen and gather all relevant information when referring members to an external business partner or the appropriate sales team for an insurance consultation or a more in-depth conversation.
• Providing members with the value of insurance benefits and alternative options to consider before cancelling insurance coverage.
• Assisting members in navigating our OMA Insurance or business partners’ insurance coverage websites and portals.
• Gathering documents and handle member and service related, product, administrative and process matters, complaints, and escalations, and follow up on actions taken to resolve issues;

provide a clear and concise response to member.

• Adhere to agreed-upon Service Level Agreements and ensure information accuracy based on member service requests using proper activity settings.
• Presents as a good brand ambassador of the OMA who displays professionalism, courteousness, patience, and understanding when dealing with our members.

Requirements that are important to us

• Community College Diploma in Business Administration or equivalent.
• 4-5 years of relevant experience
• Solid foundation in life, disability and medical group and individual insurance with customer service experience
• Working knowledge with Salesforce CRM system
• ACS (Associate Customer Service) is an asset.
• ALMI (Associate Life Management Institute) is an asset
• Ability to perform insurance customer service and administration duties
• Working in a fast-paced sales support environment

The OMA has moved to a permanent hybrid work environment. As such, the individual in this position will be required to work a minimum number of days in our Toronto office.

What do we have to offer you?

• A work environment whose values are to be respectful, bold, responsive, and transparent in our work and our behaviours
• A fantastic opportunity to grow with the team and help shape the strategic direction of the OMA, its members and the health-care system
• An organization that is committed to the equity, diversity and inclusion principles of humility, accountability, collaboration, courage and integrity
• A commitment to growth and development through paid professional development and continuous in-house learning
• A friendly and flexible hybrid work environment
• Competitive salary and bonus program
• Exceptional group benefits package, including a spending account and a robust wellness program
• An organization that has been recognized as a for four consecutive years.

As a condition of employment, OMA conducts background checks and reference checks for all open positions.