Bilingual (FR/EN) Customer Service Support| Healthcare

About Sutherland: Sutherland is a premier, internationally recognized digital transformation giant, automated customer experience (CX) trailblazer, and corporate operations innovator operating on an absolute mission to protect, optimize, and scale how the world’s most iconic brands support and serve their global consumer bases. Great Place to Work certified and bringing over 35 years of industry-leading operational excellence to the market, Sutherland manages high-stakes client infrastructure across dozens of sectors, including Banking & Financial Services, Insurance, Communications, Healthcare, and Technology. Driven by a performance-focused corporate philosophy centered around high technical agility, shared accountability, and continuous baseline talent upscaling, the organization provides high-agency customer success professionals with an uncompromised remote canvas to leverage state-of-the-art helpdesk ecosystems, manipulate multi-lingual data flows, and deploy robust provider care solutions safely across Moncton, Canada.

Position Overview

We are seeking a highly motivated, detail-obsessed, and systems-minded Bilingual (FR/EN) Customer Service Support Specialist to join our core centralized Healthcare operations unit in a full-time remote capacity open across Moncton, Canada. Operating at the communication center of our client-facing clinical provider support lines, you will step up to claim true individual strategic and operational accountability for routing inquiries, managing event vendors, and maintaining rigid data compliance defaults. Shifting completely away from routine passive note-taking, basic data entry typing, simple web layout adjustments, or monotone script copy-pasting, you will run an active corporate support laboratory—partnering face-to-face with medical providers, internal care leads, and cross-functional event coordination pods. This position requires an internet-native or digital health customer success veteran who architectures empathetic client resolutions fluidly natively using Customer Support metrics, resolves multi-channel software issues smoothly natively using Technical Support parameters, and commands advanced bilingual English and French workflows confidently under strict daily response SLAs.

Key Responsibilities

• Bilingual Medical Provider Support: Deliver high-signal customer care solutions to healthcare providers and clinical groups across both French and English communication loops, routing phone calls and email inquiries cleanly natively utilizing Customer Support rules.
• End-to-End Event Vendor Governance: Serve as the principal point of contact for the internal event vendor management process, executing the technical onboarding, activation, and registry addition of net-new service partners.
• Meticulous Financial and Payment Issuance: Review and execute accurate, compliant issuance of corporate payments to vendors and contract operators, verifying ledger alignment to eliminate processing drops.
• Compliant Analytical Performance Reporting: Monitor and prepare pre- and post-event data reporting matrices, ensuring all performance dashboards align completely with strict healthcare industry compliance standards.
• Stakeholder Details Training and Enablement: Coach and enable clinical providers and staff by training them on granular event management details, platform features, and event-related operational responsibilities.
• Omni-Channel Helpdesk Triage: Overhaul ticket queues and maintain clear conversation pipelines, tracking provider satisfaction scores smoothly natively using Technical Support infrastructure layouts.
• Cross-Functional Operational Realignment: Collaborate hand-in-hand with distributed content specialists, billing coordinators, and central healthcare managers to eliminate transaction blocks and compound operational speed.

Required Skills & Qualifications

• Demonstrated professional or academic history running introductory digital customer care, multi-lingual customer success, content translation, conversational helpdesk support, or medical reception consulting.
• Mandatory Sourcing Linguistic Mastery: Absolute baseline fluency and business-grade written and verbal communication proficiency in both the **French** and **English** languages to independently support multi-tenant Canadian provider groups.
• Expert-tier capability writing professional client summaries, navigating chat panels, and optimizing call resolutions natively utilizing Customer Support parameters.
• Practical operational familiarity organizing ticket tags, diagnosing platform bugs, and reviewing software configurations natively using Technical Support frameworks (paired with good knowledge of the MS Office ecosystem).
• Strong reporting and organizational attributes, displaying a comfortable capacity to compile statistical data logs and manage multi-task assignments independently.
• Remote Workspace Technical Requirements: Remote-first applicants must independent-source a distraction-free home office environment equipped with a reliable, hard-wired internet connection to support secure medical data routing.
• Location Context: Position open exclusively to qualified bilingual support professionals based permanently and resident within the borders of Moncton, Canada to operate under a 100% remote work-from-home layout.

Preferred Strategic Indicators (Nice to Have)

• Prior commercial customer care history operating explicitly inside high-performance fields such as health insurance clearinghouses, clinical trial coordination hubs, medical device technical desks, or fast-paced digital event agencies.
• Direct professional background serving as a Subject Matter Expert (SME) or providing real-time Floor Support to associate customer care pools.
• An outcome-driven personal philosophy rooted in high operational curiosity, an independent self-managing operator profile that thrives under team metrics, and an intense passion for building communication networks that optimize healthcare experiences.

What We Offer

• Vetted Global Healthcare Remuneration Blueprint: A competitive full-time baseline corporate salary structured transparently at $18.25 per hour, supplemented by paid training pathways and a lucrative corporate employee discount system.
• The exceptional professional canvas to claim absolute execution ownership over the provider channels routing communications for a multi-billion dollar digital transformation leader.
• Profound work-from-home remote parameters offering a 100% remote virtual setting across Moncton, allowing complete balance between work and life via an innovative **Global Flexible Vacation Policy** paired with generous PTO.
• Immediate baseline entry into a comprehensive group health insurance structure, providing medical, dental, and vision coverages for you and your family from day one.
• Access to elite personal wellness infrastructure, including unlimited company-paid entry into employee assistance programs (EAP) and health initiatives complete with a dedicated personal trainer.
• A comprehensive operational support setup, delivering all required computer technology hardware components directly to your home office with zero onboarding friction.
• Uncompromised career advancement opportunities, providing access to internal promotion pathways where **80% of frontline leaders are promoted from within the company**.