Information and Quality Assurance Supervisor

**PBC Solutions is looking for a Supervisor in our Data Management department Please note: This is a full-time regular hybrid position, and requires regular presence at our office located in Saanichton.**

**About PBC Solutions**
PBC Solutions Ltd. was created in 2022 as a wholly owned subsidiary of PBC Health Benefits Society (operating as Pacific Blue Cross), #1 health benefits provider in BC. Our mandate is to design, transform, and deliver the benefits and claims administration services offered by governments and other large organizations along with our consortium partners DXC Advanced Solutions, NTT DATA, and EY.

Since the spring of 2023, PBC Solutions administers and leads the transformation and digitization of Health Insurance BC Services (HIBC) on behalf of the BC Ministry of Health. HIBC Services administers medically-necessary insured doctor and hospital services through the Medical Services Plan (MSP) and drug coverage through the PharmaCare and Fair PharmaCare programs. In the future, the business will expand to additional public and private client work.

**Position Summary**:
The Information and Quality Assurance Unit is a central contact point for legislated processes such as Freedom of Information and Protection of Privacy, disclosures of personal information related to HIBC Services such as court orders and disclosures to Police Services. The Office also receives and processes administration of HIBC service appeals from members of the public or investigations by the Ombudsperson, and manages other sensitive coverage matters. The Unit is responsible for reviewing activities of employees within the Business Operations unit to ensure that employees are following policies and procedures related to privacy, confidentiality, accuracy, and service standards when they use HIBC information and interact with members of the public and practitioners.

The Supervisor works within the Business Operations Department and is responsible for meeting established job duties for Supervisors within the Department as well as leading the Unit and making decisions of significance related to operations of the Unit related to the Freedom of Information and Protection of Privacy, responding to service appeals. The Supervisor must exercise decision-making outside of regular protocols. For example, the Supervisor must ensure the completeness, accuracy, and lawfulness of FOI requests, and make decisions such as approving fee assessments, determining if records are responsive to a request, and determining if release of information would cause harm. The Supervisor also approves requests for disclosures from third parties such as law enforcement services, and Court Orders as well as circumstances when decisions for disclosure must occur without consent.

The Supervisor’s key roles are engaging with their staff, motivating, and mentoring. The position also acts as a point of contact for project related initiatives for the department and plays an active role within meetings and workshops collaboratively with other departments throughout PBC Solutions and the client. Tight deadlines along with complex client policy and procedures require the supervisor to manage several streams of work with agility and confidence, and to utilize a diverse competency profile to motivate employees.

**This position is designated as a Grid level 21, with a range of $38.40 - $43.94 per hour.**

**Primary Duties**:

- Lead the workforce to, to enhance employee engagement and performance, and to execute business goals, all within a high-performance culture.
- Coach, mentor, and develop employees for their growth and effectiveness of the department.
- Lead and promote the PBCS and Department culture including employee satisfaction.
- Customer focus: ensure strong business relationships are built internally and externally while working on daily activities and project-related initiatives.
- Play a key role in change management by encouraging innovation and creativity.
- Implement goals: create individual and team goals, while at the same time advocating employee empowerment and accountabilities.
- Utilizing and updating forecasting tools to assign workflow and oversee departmental activities.
- Identify and in cases lead Continuous Service Improvement (CSI) opportunities.
- Investigate and resolve employee/client escalations regarding business policies or procedures.
- Attend and actively participate in internal and client facing meetings including Program Increment Planning (PI Planning).
- Identifies gaps and opportunities for improvements in processes and services
- Creates briefings, work-flow maps, procedures, summaries, and data analysis of processes and services
- Supports departmental management goals, exercises, and activities
- Identify and triaging incidents serious, concerns, and challenges to leadership of Data Management
- Administrating freedom of information and protection of Freedom of Information and Protection of Privacy requests,