Health Registries Customer Service Representative

Who is eHealth Saskatchewan?

We may be biased, but eHealth Saskatchewan is the place to be right now! As the result of a province wide consolidation of IT services in the health care sector, we have seen substantial growth in our organization that is only going to increase as we aim to meet our expanded mandate and the immense need for our support. This gives our people a unique and rare opportunity to truly create, build, improve, and leave their mark on a growing organization.

We are a Treasury Board Crown Corporation that focuses on digital technologies to enable, support, and enhance high quality health services across the entire province. There is no greater job satisfaction than knowing the work you do is directly related to saving a life or bringing a new one into the world. Although we may not be front facing with patient care, we have a huge role in maintaining and improving IT systems and supporting health care providers and teams throughout Saskatchewan in delivering the best possible care to patients, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals and diagnostics. Additional programs and services that support patient care and information include Virtual Care, MySaskHealthRecord, the Provincial Electronic Health Record, Health Registries (eligibility for health services/distribution of health cards) and vital event records.

Our vision is “Connected healthcare, accessible to everyone, everywhere” with a mission to “Collaborate to transform healthcare through the use of information and innovative technology”. It is a complex environment, constantly evolving and quick to change as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.

About The Role

The position will report to the Assistant Manager, Registries. eHealth Registries is seeking a motivated and organized individual to join its client focused team. The successful candidate will reference legislation (i.e. Saskatchewan Medical Care Insurance Act, The Change of Name Act, Vital Statistics Act etc.), policies, procedures, and electronic databases to approve or deny requests regarding vital events and/or requests for health coverage. This position also includes the processing of payments.

Typical Daily Duties

• Dealing with clients who may have language differences or other factors that create a barrier for communicating complex policies and procedures.
• Responsible for compilation of data or reports drawing from paper and electronic records to enter and retrieve data from databases.
• Answering calls that are received through our call center
• Strong communication skills, actively listen, acknowledge concerns, provide explanations, and specific detailed information to resolve difficult situations related to eligibility, both verbally and in writing. These situations may be via phone, email, or online, requiring the ability to compose, edit and format a variety of written correspondence.

What we are looking for?

The successful candidate will have strong interpersonal and excellent communication skills to establish and maintain effective working relationships (customers, government officials, non-government agencies, legal counsel, etc.). Strong computer and typing skills and a minimum typing speed of 40 WPM is required.

Typically the knowledge required for this position is obtained through education in a related field of study (i.e. Health Information Management certificate) and/or working in a related environment, supplemented with data entry experience. An equivalent combination of education and experience may be considered.

You will have knowledge of:

• Time management concepts in order to prioritize and organize your workload and manage multiple tasks in order to meet deadlines.
• Conflict resolution and customer service principles and practices in order to respond appropriately to customers and stakeholders who may be unhappy with the information they are receiving.
• Office and/or administrative processes, procedures and protocols.
• Money handling processes and procedures.
• Legislation (i.e. Saskatchewan Medical Care Insurance Act, HIPA, The Vital Statistics Act, etc.) in order to assess complicated situations regarding eligibility and to ensure all sensitive materials are kept confidential.

You will be:

• Patient, honest, discreet, respectful and tactful with clients while working with various types of personal health information;
• Actively listen and provide clear, concise and accurate information and/or explanations both verbally or in writing.
• Communicate effectively in the English language both verbally and in writing.
• Service-oriented, thorough, reliable, disciplined, organized, and strong attention to detail in order to complete tasks for clients and coworkers;
• Empathetic, diplomatic and sensitive in order to respond to issues and concerns of others who may be angry or frustrated.
• Identify issues, concerns or problems, consider various options and determine appropriate course of action in a timely and accurate manner.
• Accurately reference, interpret and apply legislation, policies, and procedures.
• Accurately and promptly enter, edit and retrieve information using applications such as word processing, E-mail, databases and various other software packages.
• Work independently and cooperatively with others in a team environment to establish, build and maintain positive working relationships and to ensure deadlines and objectives are met.
• Independently organize and prioritize your own workload to respond to competing demands, changing priorities and interruptions.
• Flexible, organized and quick to learn in order to independently prioritize and organize own workload to meet tight deadlines and successfully complete projects in a changing environment;
• Creative, logical, and have a strong motivation for continuous improvement and learning; and
• Identify areas for improvement and recommend and contribute to the development of new ideas and approaches that will streamline work processes and improve client service.

Competencies

Communication

• Ability to actively listen to and calmly and courteously acknowledge the concerns of clients who may be hostile, angry, rude, confused or frustrated to diffuse potentially dangerous or threatening situations.
• Ability to accurately, concisely and in a timely manner compose, record, proofread and/or edit a variety of correspondence [using correct grammar, spelling and punctuation/ for your own and others’ signatures/ in a visually pleasing format].
• Ability to clearly and accurately explain complex issues, policies, procedures, referencing legislation and other information to clients and co-workers.
• Ability to respond accurately, clearly and courteously to inquiries from clients, other agencies and the general public.

Leadership

• Ability to lead, guide, coach, advise and encourage co-workers and/or assigned staff in order to establish and maintain a harmonious and co-operative work environment.
• Ability to clearly and concisely share information with others to enhance their working knowledge on items such as policies, programs, procedures and computer operations.

Problem Solving

• Ability to collect, record and analyze relevant data to make accurate and timely decisions on a variety of issues.

Interpersonal

• Ability to interact empathetically with people who may be angry, confused, rude, upset, difficult, hostile or dangerous to calm them, provide additional information and/or clarify procedures.

Team/Independence

• Ability to work independently and/or as a contributing member of a variety of teams to complete work assignments, achieve common goals and contribute towards a positive work environment.

Organizational

• Ability to independently assess, establish and adjust and accurately complete multiple tasks while taking into consideration task complexity, frequent interruptions, deadlines/quota, available resources and multiple reporting relationships.
• Ability to independently [assess/ establish/ assign/ adjust] your own and other’s workloads taking into consideration changing priorities, tight deadlines, multiple reporting relationships and constant interruptions.

Analytical

• Ability to compile, evaluate and organize relevant information to respond to inquiries, produce in-depth documents or reports and make recommendations and/or decisions.

If you are looking for an opportunity to challenge yourself and showcase your abilities, we would love to hear from you!

Location: This position is required to work on-site at our 2130 11th avenue Regina, SK location. Those who cannot meet this requirement will not be considered. This is not a work around job.

Positions: Multiple positions – There will be at least 2 Permanent Full Time and 1 Temporary Full Time (up to 1 year) positions to fill.

Level: PDP05

Anticipated Start Date: September 2023

Location: Regina, Saskatchewan

Employment Type

Permanent Full-time

Location(s)

SK-Rgna-Regina

Salary Range

$22.257 - $27.891

We are committed to workplace diversity.

Number of Openings

3

Sep 3, 2023, 11:59:00 PM