Health Registries Customer Service Representative

7 months ago

Regina, Canada eHealth Saskatchewan Full time

**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**

**Typical Daily Duties**
- 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?**
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**:

- 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.

**You will be**:

- 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.
- 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**

**Communication**
- 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

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