Msp Document Processing Clerk Level 2

**PBC Solutions is looking for Regular Full-time Document Processing Clerk Level 2 to join our growing team at our Greater Victoria office**
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**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.

**P**osition Summary**

This position is hybrid and designated as a Grid level 11, with a range of $28.68 - $32.58 per hour.

**Primary Duties**

1. Process, complex higher-residency level documents provided by the public.- Release (or not) personal information to 3rd Party Requesters- Meet our KPI’s (Key Performance Indicators) to provide excellent customer service.- Correspond with the public to explain policy decisions and to seek or provide information- Resolve escalations from other departments (Call Tickets)- Participate in additional projects and initiatives assigned to Document Operations- Provide intermittent peer to peer mentorship/training as required- Work independently and find answers to questions independently, prioritize, flexible to change.- Detail-oriented and comfortable working in a fast paced, production and goal driven environment

2. Understand and comply with policies/procedures set by PBC Solutions, legislation, and our client.- Comply to all regulations, policies, and procedures, with mínimal intervention-
- Escalate work or issues that are beyond the level you are assigned- Report non-compliance of policies and procedures, regardless of the cause

3. Adhere to your work commitment and daily schedule- Manage personal time with mínimal impact to work time- Track, update, and adhere to schedules- Request changes to your schedule as soon as you are aware of them, and with consideration of our planning needs- Perform the work you are assigned within the designated targets and/or deadlines- Report your time accurately, in the appropriate system, within deadlines

4. Manage your interactions with callers, clients, and colleagues.- Follow verification protocol and procedures- Articulate client policies clearly, neutrally, and quickly- Update enrolment systems, as appropriate- Call control; de-escalate emotionally charged situations/call

**Required Education and Experience**-
- Minimum of one years’ experience in a data entry environment- Proficiency in basic computer skills in a Windows environment including MS office Suite and ability to operate standard office equipment.- Preferred intermediate knowledge of Medical Services Plan policies and procedures- Preferred Certification in Level 1 Document Processing

**Knowledge, Skills & Abilities**- Ability to effectively communicate both verbal and written- Knowledge of principles related to privacy and security of personal information- Ability to analyze call controls and customer situational judgment- Effective time management skills to effectively maintain a balanced workload.- Ability to perform repetitive tasks- Ability to use a computer for prolonged periods of time

**Required Competencies**- Effective Communication- Feedback- Ensuring Accountability- Problem solving- Multiple Demands and Time Management- Decision Quality- Teamwork- Innovation

**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.

**Does this opportunity resonate with you?**

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

**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.

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