Travel Solutions Specialist

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 not-for-profit with a mission to support better health for all Canadians.

We aren’t just a health and benefits company. We’re the only not-for-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

The Travel Solutions Specialist plays a key role in managing escalations and complex client issues within the travel health insurance sector. Acting as the primary point of contact, this role ensures timely resolution by coordinating with Account Managers, Client Service Representatives, and external partners. Industry expertise is essential for conducting research and producing reports on a variety of travel-related topics. The Specialist also provides backup support to the Travel Solutions Program Manager, maintaining operational continuity during absences. Additionally, the role supports continuous improvement efforts, enhances team performance, and maintains up-to-date process documentation and training resources.

Escalations and Complaints Resolution

• Serve as the primary point of contact for investigating escalated issues and complaints
• Act as a liaison between internal and external partners to ensure timely and effective resolution within established timeframes
• Perform written case reviews via an audit lens for legal and media related issues

Travel Team Support

• Ensure Claims Supervisor and Travel Team members are provided timely and accurate support for the completion of their daily tasks
• Liaise with GS reinsurers and clients to coordinate and complete audits
• Support the monthly claims file process

Technical Issue Investigation

• Address technical issues related to partner accounts
• Investigate plan parameters to ensure adherence to policies
• Resolve enrolment issues with our travel individual sales partners
• Solutioning for web enhancements on GS and partner platforms for a better experience

Travel Solutions Program Manager Support

• Serve as the designated backup to the Travel Solutions Program Manager, ensuring continuity of service and operational leadership during their absence
• Assist with presentations as necessary
• Participate in ad-hoc meetings supporting our clients and partners

Continuous Improvement Initiatives

• Develop and implement process enhancements to optimize efficiency, reduce risk, effectiveness of communication, and
• overall performance within the operations team
• Investigate potential improvements within inter-departmental process

Process and Resource Management

• Maintain and enhance team process documentation
• Assist with development and maintenance of the operations team training course
• Collaborate with internal and stakeholders to assess and update resource requirements, including Knowledge Management materials

WHO WE'RE LOOKING FOR

We’re not looking for just anyone. We're looking for a sharp, detail-oriented problem solver who thrives on cracking tricky issues, deciphering policy language, and tackling new challenges every day. If you can manage expectations, hold people accountable, and get excited about medical jargon, then this role is your perfect match. Bonus points if you love diving into the nitty-gritty of complex cases and turning confusion into clarity!

Education & Experience

• Minimum post-secondary education at an accredited college or university, or degree or diploma in business or health related field preferred
• Minimum 2-year diploma or certificate, with 2 years’ experience in travel insurance; or 3-year diploma or degree with 2 years' travel insurance management experience preferred
• Expertise with navigating GS systems and platforms is preferred

Skills & Competencies

• Excellent communication and collaboration skills, with the ability to work across diverse teams and stakeholders
• Strong business acumen and experience in discerning priorities and critical accountabilities
• Highly developed planning, and organizational skills; can manage multiple tasks, meet deadlines and respond to changing priorities
• Excellent verbal and written communication/presentation skills; confident, credible and personable; bilingualism is an asset
• Professional with a strong and responsive service orientation
• Strong personal integrity and work ethic; takes responsibility; likes to be held accountable for results
• Ability to comprehend and interpret travel-related terminology and plan language
• Basic understanding of medical terminology is beneficial
• Empathetic, disciplined, and calm with strong interpersonal skills
• Strong problem-solving abilities with a proactive approach
• Ability to anticipate and address needs of all stakeholders with minimal supervision
• Strong business acumen
• Proficient in Excel, Microsoft suite of products
• Experience with Business Objects reporting
• Analysis of information for risk determinants
• After hours availability and occasional travel when required

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 [email protected]. 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).