Document Processing Clerk/Customer Service Representative

Description & Requirements

Maximus Canada is an industry leader in the provisioning of products and services to support the delivery of government services in North America and internationally. With operations across Canada and around the globe, Maximus provides innovative, practical and meaningful solutions to help government programs and services function more effectively and efficiently.

We are constantly assessing new technology, processes and methods of delivering services to the citizens of Canada. With our expertise in program information management, claims processing, contact centre services, document processing and information technology, we are positioned for significant growth.

Maximus Canada offers competitive market-based salaries, comprehensive employer-paid benefits and a Group RSP with employer-matching contributions, for eligible employees. Our people also get some great perks too, such as employee appreciation events throughout the year, along with a supportive results-oriented work environment.

Maximus Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Department Overview

In 2011, the Ontario Ministry of Health and Long-Term Care (MOHLTC) selected Maximus to manage Administrative Services for the Ontario Drug Benefit (ODB) Program. The ODB Program provides prescription drug benefit coverage for participating clients – including those who are most vulnerable and low income, who would otherwise be unable to afford critical and costly medication. Maximus manages more than 2.6 million ODB client accounts for recipients receiving prescription drug benefits coverage for products and services under the ODB Program.

Role Summary

As a Document Processing Clerk, you will be responsible to handle and to prepare incoming and outgoing documentation received from multiple sources for review and adjudication. You will play a key role in the administration of established policies and procedures utilizing multiple systems to ensure documents are validated, processed, and handled appropriately while working in a dynamic fast face environment.

Contact Centre CSR’s spend their day answering calls from people who have questions related to the Ontario Drug Benefit Program. The telephone system queues and monitors thousands of calls per month that are distributed to all of the CSRs based on availability, CSR’s are expected to meet call handling guidelines and performance targets.

CSR’s are required to learn and use a variety of computer applications. They are required to understand all policies relating to the programs that they support so they can explain them accurately.

As the “face” of ODB, CSR’s will handle all calls pleasantly and professionally, even those that are more difficult in nature.

Key Responsibilities

• Input accurate new account information into the client database
• Manage, respond, and execute service requests within the allotted time frame
• Update and print the proper correspondence letters to our clients
• Answer public and provider calls
• Meet and exceed monthly and daily processing targets
• Ability to adapt to changing work targets and processing queues
• Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment.
• Adhere to your work commitment and daily schedule 95% of the time so that MAXIMUS can meet its business goals efficiently and reliably.

Education and Experience

• High school diploma or GED Equivalent, may be subject to standardized testing
• At least one year of experience as a document processor, or in a similar role.
• Proficiency in basic computer software, such as Microsoft Word, Excel and Outlook
• Excellent organizational and communication skills
• A quick learner with the ability to work independently
• Call Centre experience preferred

Knowledge, Skills and Abilities

• Strong verbal and written skills required
• Self-starter who will take the initiative to obtain solutions and are able to stay focused; pay attention to detail and follow established operating procedures
• Comfortable working independently and within a team environment. You have the ability to multitask and embrace change
• Ability to work in a statistically driven environment, measured by quality and productivity goals
• Proven ability to multitask and exhibit excellent attention to detail while consistently following established procedures and processing transactions
• Must be self-motivated, and able to work independently and in a team environment
• Good analytical skills and technical aptitude for using a variety of computer applications
• Able to learn and quickly adapt to changes

EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.