Customer Service Representative

Overview

Accerta Claim Servicorp Inc. (ACSI) and its subsidiary, Accerta Services Inc. (ASI), both known as Accerta, which is a is a social enterprise, that manages dental, vision, drug, and healthcare benefits programs exclusively for government and social services agencies in Canada. Our targeted experience and innovative technology provide reliable service, process continuity, cost savings, as well as accurate and insightful data that enables governments to make informed strategic decisions, reducing stress on the healthcare system through streamlined administration.

Accerta is a Certified B Corporation which is a testament to the values on which we’ve built our business: serving our customers, caring for our employees, and supporting our community and the environment. Being part of the B Corp movement means we’re committed to continual improvement and making business a force for good. Thank you to our team and stakeholders who have helped us achieve this significant milestone!

JOB TITLE: Customer Service Representative

EMPLOYMENT TYPE: Fixed Term for 3 months, Hybrid, Shift 9:30 am – 5:30 pm

• Be the first point of contact to our provincial and municipal clients who require assistance related to our social programs, products and services.
• Answers inbound calls, emails and chats in a fast-paced high volume contact centre environment.
• Manages outbound calls and follows up with clients.
• Processes claims, corrections and maintains eligibility data where necessary.
• Tracks and documents details of customer interactions.
• Achieves established KPI’s based on call volumes, call turnaround and claims processing.
• Maintains and protects the confidentiality and privacy of all information including following all regulatory requirements such as PHIPA – Personal Health Information Protection Act.
• Other duties as assigned.

Knowledge and

Experience:

• Minimum 1 year as a certified dental assistant, dental receptionist, or benefit experience required.
• Knowledge of dental procedure codes.
• Ability to remain calm and professional when handling challenging or sensitive customer interactions.
• Ability to handle constant customer contact/forced workflow distribution
• Interpersonal and communications skills to work effectively with all levels of staff.

Education:

• Secondary Diploma or equivalent required.

Technical Skills & Abilities:

• Strong computer skills and proficiency with Microsoft Office programs (Word, Excel, PowerPoint) or equivalent required.
• Accurate data processing ability; 10,000 to 12,000 keystrokes per hour an asset
• Familiarity with computers and knowledge of dental procedures code

Annual Salary: $46,395 to $54,000

• Group Benefits
  :
  Contract employee benefit plan coverage begins on the employee’s first day.
• Growth Opportunities: in a company that promotes from within.
• Hybrid Work Environment
  : working environment with a laptop and two monitors.
• Employee Referral Reward: Employees can earn a $1,500 reward for successful referrals of other employees.

Employees are expected to work on-site at least once per month at our Toronto office (777 Bay St., Toronto, ON), with additional in-office days as required based on business needs. Hybrid schedules are determined collaboratively between employees, managers, and teams.

We accept applications submitted via our Dayforce Portal – Click this link to apply. Please note that we use AI tools to support and enhance our recruitment process. Artificial intelligence (AI), however, is not used to screen candidates.

Rest assured that your application will be reviewed thoroughly by our hiring team.

Accerta is an equal opportunity employer and committed to fostering diversity and inclusion in the workplace. We are committed to fair employment practices, and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required throughout the recruitment process. Reasonable accommodation is also available on request for candidates taking part in all aspects of the selection process.

We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

Final candidates for this position may be required to undergo a security screening, including criminal records check, judicial matters check, vulnerable sector screening and employment reference check.