Team Lead, Fair Pharmacare

6 months ago

Victoria, Canada PBC Solutions Full time

**PBC Solutions is looking for a Team Lead, Fair PharmaCare to join our growing team on a Temporary Assignment at our Greater Victoria office This position is designated as a Hybrid role with sometime in office required, specifically during the training process.**

**Department Overview**

On behalf of the B.C. government, Health Insurance BC (HIBC) administers medical coverage through the Medical Services Plan (MSP) and drug coverage through the PharmaCare and Fair PharmaCare programs. With a staff of ~280 unionized employees and 4 excluded managers, the HIBC Operations department delivers services measured by 20 SLRs and 29 SLOs via four teams:

- Customer Service (Contact Centre, PharmaCare Help Desk, Service Desk, Info Support, and Prosthetics and Orthotics)
- Document Operations (Document Management, Document Processing, Admin Review, and Correspondence Liaison Unit)
- Practitioner and Patient Services (Provider Programs, Benefit Services, Billing Support, and In Province and Out of Country Adjudication)
- Operational Support Services (Medical Services and Pharmaceutical Services Support, Production Control, Support Coordinators)

**Position Summary**

The PharmaCare Help Desk Team Lead will provide support to the Supervisor and Staff, along with performing the functions of a PharmaCare Help Desk Customer Service Representative. In addition, the Team Lead will act in a supporting role for the Customer Service Agents (CSR) and Supervisors which may include acting as a liaison between the Supervisors, CSR’s, Correspondence Liaison Unit (CLU), Quality Assurance (QA), and the Education and Development Training Team (E&DT). They will provide informal coaching, mentoring, and timely feedback to all areas. They will be asked to process PharmaCare escalated issues and be the first line of support for the PharmaCare Help Desk agents. Further, this position will participate with quality and productivity improvement initiatives. This position will spend 80% of their time performing Team Lead duties in addition to taking calls. The duties of the PharmaCare Help Desk Team Lead may be expanded to meet business requirements.

This position is designated as a Grid level 14, with a starting rate of $29.77 per hour following the designated 6 month probationary wage of $28.90.

**Primary Duties**
- Act as a liaison between CSR’s, Supervisors, CLU, QA, E&DT and other departments
- Identify and report gaps in training, processing and following policy
- Provide feedback to CSR’s and other stakeholders
- Provide informal coaching to CSR’s
- Assist in improving processes and policies in support of organizational goals
- Responsibilities include reviewing, researching and processing documents
- Ability to prioritize tasks and is flexible to change
- Must be able to multitask, manage time and duties effectively and efficiently
- Detail-oriented and comfortable working in a fast paced, production and goal driven environment where guidelines and processes are continuously changing
- Advanced written and verbal communication skills
- Intermediate computer skills
- Advanced attention to detail and dependability will be key to the success of this growing organization
- Assist as needed in checking work for training
- Work independently, find answers to questions, which include the ability to search and find the information in the manual
- Processing documents provided by practitioners and providers via HIBC forms and correspondence
- Answer and complete public and third-party calls while achieving our targeted objectives when required
- Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious productive work environment
- Understand and comply with PBC Solutions legislated and client policies and work procedures to provide excellent service

**Required Education and Experience**
- Minimum of 1 year’s Team Lead or Supervisory experience, or equivalent combination of demonstrated activities, tasks or projects where supervisory skills have been applied in a work environment
- 1 or more years’ experience in PharmaCare Help Desk
- Advanced knowledge of PharmaCare and Fair Pharma Care policies required
- Minimum of 2 year’s Team Lead or Supervisory experience, or equivalent combination of demonstrated activities, tasks or projects where supervisory skills have been applied in a work environment
- 2 or more years’ experience in Document Operations
- 1 or more years’ experience in Admin Review
- Advanced knowledge of Fair Pharma Care policies, required
- Proficiency in basic computer skills and ability to operate standard office equipment
- Strong written and verbal communication skills
- Ability to work effectively in a team environment

Understand the principles of:

- Leadership
- Corresponding in all forms and at all levels within PBCS and the client
- Professional, pro-social inter-relations
- Privacy and security of personal informat

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