Job Customer Relations in Regina
Who is eHealth Saskatchewan?
eHealth Saskatchewan is a Treasury Board Crown Corporation with a unique blend of healthcare and information technology services. Our vision is “Connected healthcare, accessible to everyone, everywhere.” Our mission is “We collaborate to transform healthcare through the use of information and innovative technology.” eHealth is a dynamic and 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 non-clinical 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.
The Registries branch is responsible for determining eligibility for health coverage, registration of/changes to records of vital events such as birth, marriage, death, as well as processing the registration of legal name changes. 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
eHealth Registries is seeking motivated and organized individuals to join its client focused team. Reporting to the Assistant Manager, Registries the Registries Customer Service Representative will reference legislation, 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 enable you to actively listen, acknowledge concerns, and provide explanations (via phone, email, online and in-person) to resolve difficult situations as well as compose, edit and format a variety of written correspondence.
- Answering calls for our call center
- Verbal and written communications, 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 and public 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 and/or working in a customer service or related environment, supplemented with data entry experience.
- confidentiality policies and practices 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;
- tactful and discreet in dealing with confidential client information;
- focused, motivated, and service oriented in order to meet client needs through timely and conscientious service delivery;
- thorough and attentive to detail in order to ensure quality work; and
- flexible and adaptable in order to respond to changing priorities and deadlines.
Competencies
Communication - Ability to clearly and accurately explain complex issues, policies, procedures, referencing legislation and other information to clients and co-workers.
Oral Communication Skills - Ability to listen, accurately comprehend and orally respond to inquiries from clients, other agencies or the general public and/or relay information, directions or questions in person or over the phone in an accurate, clear, concise and courteous manner.
Leadership - 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 identify, clarify and analyze relevant issues, concerns or problems in order to provide options/recommendations and/or to implement solutions in a timely fashion.
Interpersonal - Ability to liaise with other agencies, staff, ministries, and the public to obtain, exchange, coordinate or confirm information while maintaining confidentiality and staying within policies and 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 accurately compile, sort, and distribute high volumes of incoming and outgoing mail in a timely manner.
If you are looking for an opportunity to challenge yourself and showcase your abilities, we would love to hear from you.
Additional Information
Employment Type: x3 Permanent and x2 Temporary Full Time for greater than 9 months (Approx. 2 year).
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.
PLEASE NOTE: there will be a pre-screening question in the application asking if you are applying to the Permanent Full Time, Temporary Full Time, or both. Those who indicate applying only to the Permanent Full Time will not be considered for the Temporary Full Time and vice versa. If you wish to be considered for both positions please selected "Both".
Expected core work hours: Monday to Friday 8:00 am - 5:00 pm.
Level: PDP04
Anticipated Start Date: May 29, 2023
Location: Regina, Saskatchewan
About ehealth Saskatchewan
CEO: Susan Antosh
Revenue: Unknown / Non-Applicable
Size: 51 to 200 Employees
Type: Government
Website: www.ehealthsask.ca\
