Client Partner, WSBC Incident Reporting

Salary

The salary range for this position is CAD $ $54.80 / hour
Job Summary

The Client Partner, WSBC Incident Reporting & Claims leads the delivery and continuous improvement of incident and exposure reporting, claims administration, and appeal processes to ensure compliance, accuracy, and positive client outcomes. The role provides operational leadership to Contact Centre teams through workload management, standardized training, and performance improvement initiatives.

Collaboration with internal and external partners supports government-mandated workplace safety initiatives, while contributing to resource planning and quality improvements that drive efficient, client-focused operations.

Key areas of responsibility include:

• Delivers effective WSBC claims management on behalf of the BC Health Authorities through continual development, negotiation and implementation and review cycles to optimize programs.
• Supervises designated Contact Centre staff ensuring the provision of services and compliance with relevant collective agreements. Supports staff through training, orientation, guidance and implementation of effective processes and guidelines.
• Partners with Health Authority Disability Management and external Consultants in the development of effective case strategies for complex WSBC appeals. 
• This includes fact finding/analysis, strategizing on the employer position, preparing appropriate correspondence, and participating in preparatory meetings for case hearings.
• Liases with WorkSafeBC specialized claims areas regarding the application of Law & Policy regarding claims processing for emerging pathogens or sensitive claims issues.
• Coordinates the implementation of quality improvement initiatives, including reviewing, updating, implementing process changes for workflow, policy and processes, staffing levels, and use of technology. 
• Collects and analyzes data and prepares applicable reports and proposals.
• Represents the department on a variety of selected internal and external committees.

Are you passionate about joining our team? We will be looking for you to have:

• Bachelor's degree in Human Resource Management, Disability Management, Occupational Health & Safety or related discipline.
• Three (3) to five (5) years' recent, related experience including one (1) year experience in a supervisory role.
• An equivalent combination of education, training and experience may be acceptable

This Regular Full-Time opportunity is located at Central City in Surrey, BC.

Detailed Overview

Supporting the Vision, Values, Purpose and Commitments of Fraser Health including service delivery that is centered around patients/clients/residents and families:

The Client Partner, WSBC Incident Reporting & Claims is responsible for the workplace incident & exposure reporting, claims management, appeals & review programs through the development, implementation, monitoring and ongoing evaluation of related programs and procedures.  Supervises designated Contact Centre staff including organizing staff workload, developing and maintaining standardized training/orientation programs to identify performance/service gaps and planning corrective steps to reduce or eliminate gaps. Negotiates with internal and external committee's to achieve government mandate on work place incident reporting and tracking initiatives. Participates in department resource planning, recommends, and implements quality improvements that will ensure effective and efficient operations.

Responsibilities

1. 
   
2. Delivers effective WSBC claims management on behalf of the BC Health Authorities through continual development, negotiation and implementation and review cycles to optimize programs.
   
3. Supervises designated Contact Centre staff ensuring the provision of services and compliance with relevant collective agreements. Supports staff through training, orientation, guidance and implementation of effective processes and guidelines.
   
4. Partners with Health Authority Disability Management and external Consultants in the development of effective case strategies for complex WSBC appeals.  This includes fact finding/analysis, strategizing on the employer position, preparing appropriate correspondence, and participating in preparatory meetings for case hearings.
   
5. Liases with WorkSafeBC specialized claims areas regarding the application of Law & Policy regarding claims processing for emerging pathogens or sensitive claims issues.
   
6. Promotes constructive relations with unions and local workplace health & safety staff through respectful communication and interest-based problem-solving.  Liases with provincial union representatives and local workplace health teams to consult on issues and provide/exchange information on claims and reporting matters affecting employees and/or managers. 
   
7. Coordinates the implementation of quality improvement initiatives, including reviewing, updating, implementing process changes for work flow, policy and processes, staffing levels, and use of technology.  Assesses impact of changes on services, staff, and other stakeholders, implements approved changes and guides staff through changes.
   
8. Prepares operational and statistical reports analyzing the speed, level and quality of customer service provided to client organizations and other stakeholders on the processing of WorkSafeBC and other related workplace incident forms; utilizes and optimizes Contact Centre operations and other operational processes, systems and computer applications by managing service functions, developing process improvements, maintaining information and statistics and supporting continuous improvement service delivery.
   
9. Remains current with Occupational Health & Safety Regulations and other related legislation/standards; health care collective agreements and local OH&S practices to ensure program delivery is aligned with local team process and is current and within legislative, regulation and/or collective agreement requirements.
   
10. Provides advice and guidance to Managers, employees and others regarding the interpretation and administration of the Workers Compensation Act in the preparation, filing, review and appeals of WSBC claims.
    
11. Collects and analyzes data and prepares applicable reports and proposals.
    
12. Represents the department on a variety of selected internal and external committees.
    

Qualifications

Education and Experience

Bachelor's degree in Human Resource Management, Disability Management, Occupational Health & Safety or related discipline supplemented with three (3) to five (5) years' recent, related experience including one (1) year experience in a supervisory role or an equivalent combination of education, training and experience.

Competencies

Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring and Courageous and creates the conditions for people to succeed.

Professional/Technical Capabilities:

• Knowledge of contact centre management best practices and operations.
  
• Knowledge of applicable collective agreements and legislation/regulations (e.g. WorkSafe BC) as it applies to workplace health incidents and reporting and claims processes.
  
• Ability to supervise staff
  
• Ability to operate related equipment and applicable software applications.
  
• Physical ability to perform the duties of the position.

About Fraser Health

Fraser Health is the heart of health care for over two million people in Metro Vancouver and the Fraser Valley in British Columbia, Canada, on the traditional, ancestral and unceded lands of the Coast Salish and Nlaka'pamux Nations and is home to 32 First Nations within the Fraser Salish region.
 
People - those we care for and those who care for them - are at the heart of everything we do. Our hospital and community-based services are delivered by a team of 50,000+ staff, medical staff and volunteers.
 
We are committed to planetary health and value diversity in the work force. We strive to maintain an environment of respect, caring and trust. Fraser Health's hiring practices aspire to ensure all individuals are treated in an inclusive, equitable and culturally safe manner.
 
Together, we are the heart of health care.
 
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Please be on alert for recruitment scams. We are aware of several scams targeting individuals by falsely claiming to represent Fraser Health. Always take precautions when sharing personal details with unverified sources. Please note that we will never ask for money or payment, nor ask you to download or install an app at any point during our recruitment process.

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