Alberta Blue Cross

• Deliver exceptional Special Authorization service to customers • Assess and render decisions on Special Authorization requests according to established guidelines • Enter information on Alberta Blue Cross® computer systems regarding Special Authorization requests • Prepare correspondence advising prescribers and subscribers of decisions • Handle electronic and telephone inquiries from both internal and external customers • Ability to work occasional weekdays until 5:00 pm, weekends, and statutory holidays on a rotation basis

• Manage enrolments in accordance with established procedures and Group Member Administration standards • Provide superior customer experience to both internal and external clients • Research and compile information from various sources to resolve inquiries and enrolment discrepancies • Collaborate with other group administrators in their absence • Research and reconcile Group Statement of Accounts • Identify enhancements to existing processes

Alberta Blue Cross® is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness. We believe in what we do—and place trust in our employees to deliver our vision. Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions. We value diversity, encourage our team members to maintain a healthy work-life balance and provide opportunities for career growth. OVERVIEW: Alberta Blue Cross® has an immediate opening for a temporary 12-month, full-time AADL Coordinator in our Provider Services department. You will be an ambassador on behalf of Alberta Blue Cross® and will handle incoming provider inquiries from multiple sources along with requests from AADL policy makers. As an AADL coordinator, you will focus on submission troubleshooting and provider education relating to the Alberta Aids to Daily Living program in a contact centre environment. This is an excellent opportunity for individuals to utilize their superior judgment and logical decision-making skills to a set variety of administration tasks. The successful candidate will be highly detail oriented and passionate about providing exceptional customer experience. In this work-from-home position, you will manage inbound and outbound calls. Our contact centre is open from Monday to Friday, 8:30-5:00 pm. WHAT YOU WILL DO: - Respond to telephone and written inquiries from providers, utilizing strong listening and problem-solving skills. - Ensures claims are processed and paid in accordance with Alberta Aids to Daily Living policies - Works independently to assess and determine appropriate system entry and correspondence for select requests. - Identifies and reports any adjudication or system problems to the Management Team - Identifies necessary changes to improve overall operation of adjudication. - Reports any discrepancies or suspect claims that are not in line with contractual agreement. - Assists as liaison between other departments within Alberta Blue Cross, or external partners as required. WHAT YOU WILL HAVE: - Wired internet connection - Experience with benefits administration and coordination would be considered an asset. - Demonstrated excellence in oral communication and listening skills in the delivery of superior service to customers. - Ability to work with minimal supervision and within a team environment. - Demonstrated problem-solving and decision-making capabilities. - Demonstrated excellent organizational skills. - Proficiency with Microsoft Teams, Word, Access, Excel, and PowerPoint. - Familiarity with government and community health programs and services would be beneficial. - Related post-secondary in health administration or insurance would be considered an asset. This position will remain open until a suitable candidate is selected. Alberta Blue Cross® is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our team members by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences. We offer the opportunity to work in an innovative, high-energy team-focused environment. If you have the qualifications we are looking for, apply online at careers.ab.bluecross.ca

• Validate application details to determine eligibility. • Track the progress of all applications and resolve issues timely. • Handle incoming phone inquiries. • Prepare and distribute Agreements and related documentation. • Provide quality customer service on pharmacy provider eligibility issues. • Maintain information related to pharmacy providers and prescribers. • Review and take action on notifications and requests from stakeholders. • Suggest improvements to workflows and processes.

• Assess and render decisions on Special Authorization requests according to established guidelines • Determine appropriate system entry and correspondence information to be recorded • Enter information on Alberta Blue Cross® computer systems regarding Special Authorization requests to facilitate claims adjudication • Prepare correspondence advising prescribers and subscribers of decisions regarding Special Authorization requests • Handle electronic and telephone inquiries from both internal and external customers

Alberta Blue Cross® is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness. We believe in what we do—and place trust in our employees to deliver our vision. Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions. We value diversity, encourage our team members to maintain a healthy work-life balance and provide opportunities for career growth. OVERVIEW: As the Customer Service Specialist, you will be working from home in a call centre environment. A wired network connection is required. Our virtual training and mentoring class start date will be May 11, 2026, for approximately 10 weeks. Paid training will be facilitated virtually from 8:30 am to 5:00 pm Monday to Friday. Candidates can apply for either part-time (10:00 am–2:00 pm or 10:00 am–3:00 pm, Monday to Friday) or full-time (8:30 am–5:00 pm, Monday to Friday) positions. Please note that part-time candidates must be available to complete training from 8:30 am to 5:00 pm for the first three months. You must be able to work the assigned shift of this position once training and mentoring has been completed. WHAT YOU WILL DO: - Responds to telephone inquiries from members with individual and group benefit plans. - Responds to telephone inquiries regarding general information on government-sponsored health programs. - Follows up customer requests to ensure complete handling of the caller’s inquiry. - Makes suggestions for ways of improving workflows and processes. - Records and forwards customer feedback to the appropriate areas. - Educates customers on various aspects of Blue Cross plans, programs and claiming procedures. - Educates customers regarding our online member site and mobile app. - Logs all calls for statistical purposes. WHAT YOU WILL HAVE: - Preference will be given to those with previous call centre experience. - Bilingual fluency in English and French is an asset. - Handles complex inquiries independently, utilizing strong listening and problem-solving skills. - Works effectively with people, maintaining pleasant telephone manner. - Optimistic outlook and positive approach in a busy environment. - Conducts research and analysis to determine the root of problems, and independently makes decisions on how to handle problems or unusual situations. - Adjusts procedures to fit specific circumstances within contract guidelines. - Assumes ownership of the position and accountability for information relayed to customers. - Assesses each customer and addresses the customer’s needs effectively. - Demonstrates advanced customer service skills daily. This position will remain open until suitable candidates are selected. Alberta Blue Cross® is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our team members by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences. We offer the opportunity to work in an innovative, high-energy team-focused environment. If you have the qualifications we are looking for, apply online at careers.ab.bluecross.ca