Health Registries Customer Service Representative Job at eHealth Saskatchewan
Who is eHealth Saskatchewan?
eHealth Saskatchewan is a Treasury Board Crown Corporation with a unique blend of healthcare, information technology, and citizen services. 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 quickly changing as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.
A large and complex organization, eHealth is comprised of 30+ clinical and nonclinical program (service) areas that all work together to support health care providers and teams across the province in delivering the best possible care to patients, providers, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals and diagnostics. Additional programs that also support patient care and information, include Virtual Care, the MySaskHealthRecord, and the Provincial Electronic Health Record. eHealth is also responsible for the administration of various pieces of legislation to manage the registration of/changes to all vital event records (e.g. birth, marriage, death, etc.), registration of legal name changes, registration of adoptions, and for maintaining the provincial health registry for health services eligibility and distribution of health services cards.
The eHealth teams engage directly with health system partners and other stakeholders both provincially and federally to ensure all services are delivered efficiently and effectively.
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.
- 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.
- Dealing with clients who may have language differences or other factors that create a barrier for communicating complex policies and procedures.
- Answering calls that are received through our call center
- Responsible for compilation of data or reports drawing from paper and electronic records to enter and retrieve data from databases.
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.
You will have knowledge of:
- 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.
- Office and/or administrative processes, procedures and protocols.
- 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.
- Money handling processes and procedures.
- Accurately reference, interpret and apply legislation, policies, and procedures.
- 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.
- Independently organize and prioritize your own workload to respond to competing demands, changing priorities and interruptions.
- 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.
- 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.
- Identify issues, concerns or problems, consider various options and determine appropriate course of action in a timely and accurate manner.
- Accurately and promptly enter, edit and retrieve information using applications such as word processing, E-mail, databases and various other software packages.
- 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;
- Patient, honest, discreet, respectful and tactful with clients while working with various types of personal health information;
- Service-oriented, thorough, reliable, disciplined, organized, and strong attention to detail in order to complete tasks for clients and coworkers;
- Creative, logical, and have a strong motivation for continuous improvement and learning; and
- Empathetic, diplomatic and sensitive in order to respond to issues and concerns of others who may be angry or frustrated.
Competencies
- Ability to clearly and accurately explain complex issues, policies, procedures, referencing legislation and other information to clients and co-workers.
- 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 respond accurately, clearly and courteously to inquiries from clients, other agencies and the general public.
- 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 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.
- Ability to collect, record and analyze relevant data to make accurate and timely decisions on a variety of issues.
- 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.
- 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.
- 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.
- 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 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!
Level: PDP05
Anticipated Start Date: June 5, 2023
Location: Regina, Saskatchewan
Positions: 2 Permanent Full Time and 1 Temporary Full Time (up to 1 year)
Please Note :
optimuspartners.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, optimuspartners.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.