Bilingual CSR/ Contracts Specialist

Responsibilities

The Client Support Specialist, Pricing & Contracts is responsible for executing day-to-day Contract and Pricing activities for the full portfolio of customer accounts, including manufacturers, hospitals and health care partners.
This role supports the Director of Customer Service by executing contract implementation activities, managing credits/debits, providing contract and pricing training, completing contract and pricing mapping/updates and delivering exceptional customer service that contributes to departmental performance objectives and supports organizational and patient care priorities.

Key Responsibilities

• Manage contract and provincial pricing activities for the full client portfolio of manufacturers.
• Execute contract implementation activities and manage all contracts changes and amendments to ensure pricing accuracy.
• Manage and monitor new contracts and amendments for manufacturers, provincial pricing and hospital contract changes.
• Proactively address and resolve any pricing discrepancies and ensure all applicable credits and debits are completed.
• Escalate concerns and issues to the Director Customer Service and/or Financial Services Manager, as appropriate.
• Serve as the primary Contract Specialist for assigned customers, providing responsive, professional, and solution-oriented service.
• Communicate clearly regarding account status, contract issues, and resolution time lines.
• Build positive customer relationships while supporting hospital operations and patient care priorities.
• Maintain positive customer relationships through proactive communication and timely issue resolution.
• Provide bilingual (English/French) customer support, as required.
• Contribute to the Customer Service Excellence mandate
• Contract and Pricing Discrepancies & Cross-Functional Collaboration
• Investigate and resolve contract discrepancies, including pricing and billing issues.
• Collaborate with Customer Service, Financial Services, and other internal and external stakeholders to resolve issues efficiently and accurately.
• Coordinate timely dispute resolution with internal stakeholders and escalate recurring or complex issues to support departmental performance objectives.
• Perform contract implementations and pricing updates in accordance with established policies and procedures.
• Contract and pricing specialist supporting cross-functional departments including attending manufacturer and hospital meetings as the Contract SME
• Contribute to Customer Service performance targets, including all strategic initiatives related to contracts, pricing and Customer Service Excellence.
• Maintain accurate customer account records, contract files, and dispute documentation.
• Ensure data integrity within ERP systems and support Contract reporting requirements.
• Provide timely updates on contract trends, issues to support departmental reporting and decision-making.
• Utilize ERP systems to manage contracts, pricing changes, and customer account activities.
• Adhere to established service levels, internal controls, and standardized processes.
• Identify opportunities for process improvements and support departmental automation and continuous improvement initiatives