---

---

Location

Victoria, BC | Canada

---

Job description

PBC Solutions is looking for a Full-time Regular Document Processing Support Clerk to join our growing team at our Greater Victoria office! This position is designated as a Hybrid role with sometime in office required, specifically during the training process.

Position Summary 
All MSP beneficiaries have a unique Personal Health Number (PHN), but occasionally the numbers are duplicated or assigned incorrectly. The Document Processing Support Clerk determines how the error was made, verifies the correct personal health number for the account, separates or merges accounts, then ensures that associated data is attributed to the correct individual. In addition to maintaining the data integrity of PHNs, the Support Clerk will also be responsible for processing and completing all Group work pertaining to Medical Services Plan, including, but not limited to: the interprovincial, RSBC, permanent move, overage, FNHA, group address update, address exception, ground patient transfer, public guardian and trustee, RV, BCSC address corrections, and non-photo card lists. The Support Clerk will perform the functions of the Document Processing Customer Service Representative (CSR) and may be required to participate in additional projects and initiatives assigned to Document Operations.

This position is designated as a Grid level 11, with a starting rate of $27.31 per hour following the designated 6 month probationary wage of $26.52.

Primary Duties

• Process exception reports in accordance with contractual and company objectives
• Understand and comply with, legislated and client policies and work procedures accurately, 98% of the time to meet our Quality obligations and to provide excellent customer service.
• Update accounts to ensure that all MSP beneficiaries have a unique identifier and that their account/medical data is attributed correctly.
• Validate information and documentation provided in the request
• Investigate the root cause of the issue, then determine an appropriate solution
• Apply the HIBC policies that pertain to the update requested, at the level of work you are assigned.
• Investigating and analyzing problems pertaining to PHN data integrity as PHNs are occasionally duplicated or assigned incorrectly. Examine pertinent data, provide a suggestion to resolve problems and ensure all aspects of the problem and solution have been identified and the appropriate areas notified if extra clean up required.
• Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment.
• Comply to HIBC workplace behavior policy and procedures.
• De-escalate emotionally charged situations/calls
• Utilize pro-social skills (using manners, negotiation, problem solving, smiling, etc.)
• Participate in meetings and collaborations with good intent
• Provide intermittent peer to peer mentorship/training as required

Required Education and Experience:

• High school diploma or GED equivalent, required, may be subject to standardized testing
• Proficiency in basic computer skills in a Windows environment including MS office Suite and ability to operate standard office equipment.
• Advanced knowledge (two to three years' experience) of Medical Services Plan policies.
• 40 wpm with a 98% accuracy

Knowledge, Skills and Abilities

• Advanced attention to detail and dependability will be key to the success in this growing organization
• Ability to work effectively in a team environment
• Analytical and diagnostic skills for problem identification and resolution
• Ability to provide effective support, projecting a positive, concerned, professional image of HIBC
• Ability to work under tight time constraints and meet critical deadlines
• Ability to work independently with minimal supervision as well as in small team settings
• Ability to perform with a high degree of accuracy
• Excellent communication skills
• Strong organizational skills

Required Competencies 

• Managing Diverse Relationships  

• Customer focus   

• Managing diversity   

• Peer relationships   

• Understanding others   

• Organization Skills (Oral and Written)  

• Personal Flexibility  

• Personal learning   

• Self-development   

• Self-knowledge   

• Conflict Management  

• Approachability   

• Interpersonal savvy   

• Good Judgement and Decision Making   

 

-- 
What's in it for you 

We offer a robust health & dental benefits plan, with flexible options that will meet you and your family's needs. We also offer a Defined Benefit Pension Plan (PSPP), for all eligible employees. 

We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of race, ethnicity, gender or gender identity, sexual orientation, religion, ability, education level, parental status, or socioeconomic status. 

PBC Solutions is an equal opportunity employer and welcomes applications from all qualified candidates.

To request an accommodation in completing this application, pre-employment testing, interviewing or otherwise participating in the employee selection process, please direct your inquiries to [email protected]  

Does this opportunity resonate with you?

Are you seeking a work environment that will challenge you, provide stretch opportunities, and support your success and growth? Then you've found your ideal work environment - Apply today please! We'd love to talk with you to explore this opportunity further with you. 

Please note, if selected for this opportunity, you will be required to undergo a background check in accordance with PBC Solutions policies. 

We sincerely thank all candidates for their interest, however only those selected to continue in the recruitment process will be contacted. 

Please apply by March 13, 2024

An eligibility list may be established for this position.

How we work 

Our Guiding Principles

Honesty – We will be truthful. We will create a safe environment to communicate proactively, openly and with respect. We will be transparent and genuine with our interests.

Integrity – We will act consistently to do the right thing and ensure our words and actions align. Embracing opportunities and challenges, we will live our shared values and vision.

Reciprocity - We will strive for fair and balanced exchanges leveraging our unique strengths and resources, recognizing this requires an ongoing give and take. We will win and lose as one.

Autonomy – We respect and acknowledge the interests of each party. We trust each other to make decisions and act based on our diverse strengths to achieve our mutually desired outcomes.

Loyalty – We will be bold, brave, and committed to our relationship. As partners, we will advocate for one another, celebrate our successes, and have each other’s back through our challenges.

Equity – We commit to a balanced partnership. We will make decisions and act based on a fair assessment of capabilities, risks, constraints, and opportunities to achieve mutual success.

 
Our Intended Behaviours

Communication – We actively communicate in a timely, open, respectful, and responsive manner with the intent to gain understanding and find solutions.

Flexibility – We will be agile, adaptable, and creative to enable responsive service delivery and embrace challenges and change with an open-minded and positive attitude.

Perspective – We seek to understand interests, assumptions, actions, and diverse backgrounds by actively sharing and exploring all points of view.

Focus – We will use our Shared Vision as our North Star to evaluate, prioritize, and deliver successful results.

Trust & Confidence – We lead with trust. We consistently behave in ways that earn and inspire confidence by being credible, reliable, and transparent even when vulnerable.

Feedback – No surprises. We will maintain a strong relationship through timely, purposeful feedback in a safe, respectful, and collaborative environment.

Solution-oriented – We see possibilities rather than limitations. We use our diverse capabilities to develop options to resolve our challenges. 

 

---

Job tags

---

---

Salary

$27.31 per hour