WHO WE ARE
When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a non-profit with a mission to support better health for all Canadians.
We aren’t just a health and benefits company. We’re the only non-profit social enterprise that brings worlds of coverage and care together, all in one place.
We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.
Our mission is to create better health for all Canadians, and we know that starts with our employees.
THE ROLE IN A NUTSHELL
Base Salary: CAD $51,383.00 - 79,261.00
Reporting to the Supervisor, Customer Service
Operations, The Customer Experience Management Specialist serves as the primary
point of contact for complex member concerns requiring specialized support
beyond the frontline Contact Centre. Taking full ownership of each case from
initial contact through resolution, this role is responsible for delivering
exceptional service while ensuring members receive timely, accurate, and
compassionate support.
In addition to managing live transfers, the Customer
Experience Management Specialist proactively contacts members who provide
feedback through post-interaction surveys to better understand their
experience, resolve outstanding concerns, and build confidence in GreenShield's
service.
Working within established policies,
procedures, and service standards, the Customer Experience Management
Specialist collaborates with internal business partners—including Claims, Drug
Authorization, Contact Centre Operations, and other operational teams—to
investigate issues, coordinate solutions, and communicate outcomes to members.
This role also plays a critical part in
supporting organizational improvement by ensuring every member interaction is
accurately documented and categorized. Through consistent, high-quality data
capture including escalation drivers, root causes, avoidable versus unavoidable
issues, and resolution outcomes— The
Customer Experience Management Specialist provides the information needed to
identify trends and support business decisions.
The Customer Experience Management Specialist
works closely with Supervisor, Customer Service Operations by maintaining
accurate case records, identifying recurring member concerns, and contributing
insights that support coaching, process improvements, and initiatives designed
to enhance the overall member experience.
WHO WE'RE LOOKING FOR
WHAT WE ARE LOOKING FOR
NICE TO HAVE
THE CULTURE
We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded.
Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.
We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a
difference together.
Here’s to Better Health for All!
A FEW MORE DETAILS
Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.
GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through requestforaccommodation@greenshield.ca. Information received relating to accommodation will be addressed confidentially.
Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).
AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.
As Canada’s only national non-profit health and benefits company, GreenShield believes health care is a right, not a privilege. We’re dedicated to improving health outcomes, driving systemic change, and building a future where every Canadian can reach their full health and well-being potential.
We are revolutionizing the health and benefits experience with coverage and care in one place. Through our unique integrated ‘payer-provider (‘payvider’) model, offering insurance, administering benefits and paying claims as a ‘payer’ while offering health services such as mental health, pharmacy, telemedicine and chronic disease management as a ‘provider’.
We champion Better Health for All. As a non-profit social enterprise, we reinvest our excess earnings to directly support underserved communities through scalable GreenShield Cares initiatives that deliver real change. Through GreenShield Cares, we've committed $75 million to improve the health of over one million Canadians by the end of 2025.
GreenShield is proud to be recognized as one of Canada's Most Admired Corporate Cultures, a leading Imagine Canada Caring Company, and named on Fortune’s Change the World list.
