Bilingual Member Experience Representative

Bilingual Member Experience Representative   Job Category  :  Contact Centre

Requisition Number  :  BILIN
004866
Posted :
October 6, 2026
Full-Time
Remote
Locations  Showing 1 location
Remote
Description   Bilingual Member Experience Representative
About GroupHEALTH
At GroupHEALTH, we're proud of the work we do – but it's how we do it that truly sets us apart. We're a fast-moving, ever-evolving, stable organization with deep roots and a bold vision: to transform the way Canadians experience benefits. We combine agility with long-term stability to create meaningful impact.
Here, you'll find more than just a job. You'll find a purpose-driven, people-first culture where kindness, collaboration, and curiosity thrive. Whether you've been here fifteen years or fifteen days, you'll notice right away – our people are genuinely invested in one another's success and delivering exceptional experiences to our clients and plan members.
About the Role
The  Bilingual Member Experience Representative  will deliver accurate, empathetic, and efficient service in both English and French across phone, chat, and email channels. Reporting to the Supervisor, Member Experience Contact Centre, this role applies critical thinking and strong product knowledge to resolve member, provider, and client inquiries while meeting performance expectations and contributing to an excellent member experience for English and French-speaking members.
This is a remote role within Canada. We are open to candidates across the country, however you must work within our core business hours.
What to Expect in Your First 3 Months
First 30 Days:
Deliver accurate, complete, and empathetic responses in English and French across all supported channels.
First 60 Days:
Complete full cross-training across benefit types and channels, and meet or progress toward established KPIs (AHT, quality, adherence).
First 90 Days:
Effectively resolve inquiries at first contact where possible, and contribute to a consistent and reliable experience for English and French-speaking members.
What You'll Do
Respond to inbound inquiries in English and French across phone, chat, and email, adapting communication to the channel and audience
Apply critical thinking to assess inquiries, identify root causes, and determine appropriate resolutions
Use systems, SOPs, and knowledge resources to provide accurate and consistent responses
Document interactions clearly, including actions taken and required follow-ups
Participate in cross-training and ongoing learning across benefit types and channels
Maintain performance expectations across AHT, quality, and adherence
Escalate queries appropriately using defined processes
Identify recurring issues and share observations with leadership
Perform other duties as assigned by management
What We're Looking For
Fluency in English and French, both written and verbal, is required
High school diploma required; post-secondary education in business, healthcare administration, insurance, benefits, or customer service is an asset
1 year of customer service experience is preferred; contact centre, benefits, claims, insurance, or healthcare-related experience is an asset
You will succeed in this role if you are:
An Effective Communicator – Communicates clearly and respectfully in English and French, and navigates difficult conversations with tact and diplomacy.
A Client Centric Professional – Prioritizes the needs of internal and external clients, takes ownership, and strives to meet or exceed expectations.
A Change Embracer – Thrives in a constantly changing environment, stays resilient, and is unafraid to challenge the status quo.
A Team Player – Values diverse perspectives and is committed to the team's success and shared objectives.
An Organized Planner – Plans and…