Senior Vital Statistics Customer Service Representative

Employment Type: Permanent Full-time

Location(s): SK-Rgna-Regina

Salary Range: $ $32.493 Hourly

Salary Supplement: included in hourly salary range (in-scope)

About eHealth

As leaders in digital health innovation, we transform health care through connected health systems and advancing technology. With over 800 employees across 20 communities, we support IT infrastructure in 433 healthcare locations, ensuring seamless information-sharing and timely, effective patient care. We value a culture of strategic collaborating, trust and open dialogue. Our goal is to make Saskatchewan a leader and catalyst in digital health transformation, reshaping health care for the future. Help us put Saskatchewan at the forefront of digital health innovation.

About the Role

Reporting to the Team Lead, Vital Statistics, we are seeking a detail-oriented individual to manage complex and escalated client cases. This senior-level role involves independently investigating non-standard situations, applying legislation, and communicating clear decisions to clients and internal teams. The position also supports the resolution of complex issues such as eligibility, system issues and employee concerns.

This role involves supporting general registry functions (e.g., birth/marriage/death registrations), conducting spot checks for quality assurance, and processing complex requests. The role requires sound judgement, strong communication skills, and the ability to work both independently and collaboratively in a fast-paced environment

What You'll Do

Reporting to the Team Lead, Vital Statistics, you will:

• Handle escalated and complex/non-standard case work across all service channels including in person, by phone, and through written correspondence by reviewing and applying legislation, investigating intricate client circumstances, and using independent judgment to make decisions or prepare case reviews for Team lead and Assistant Manager.
• Independently manage escalated client situations by gathering and clarifying information, determining appropriate responses, and clearly explaining the rationale behind decisions.
• Communicate technical information, legislative and policy requirements, and procedural steps clearly and accurately both verbally and in writing to vital statistics staff and other internal or external stakeholders.
• Perform complex tasks beyond the scope of Customer Service Representatives, such as determining system issues occurring in EDRN (Electronic Death Registration) and collaborate with internal and external partners to resolve complex issues.
• Conduct detailed investigations into sensitive situations involving vital statistics legislation, including adoption records, ambiguous court orders, Power of Attorney and custody documents. Investigate home birth requests to determine if they meet policy requirements
• Assess operational challenges within the team to identify opportunities for process improvement, enhanced reporting or tracking, and potential system enhancements.
• Identify training needs, recommend the development of new standard work, and escalate cases requiring legal or management review to the appropriate authority.
• Serve as the subject matter expert on eligibility requirements for vital statistics certificates, guiding staff on when requests should be declined, identifying certificate stock issues, and supporting staff in resolving stock-related problems.
• Handle NSF (non-sufficient funds) payments and Chase chargebacks as required, ensuring appropriate follow-up and resolution.

What You'll Bring to the Team

• Post-secondary education in a relevant field such as business or education, or an equivalent combination of education, training, and related experience.
• Expert-level knowledge of key legislation, including the Vital Statistics Act and Regulations, the Legal Change of Name Act and Regulations, the Medical Care Insurance Beneficiary and Administration Regulations, and HIPA, with the ability to interpret and apply legislation in complex and non-standard situations.
• Advanced understanding of Vitalware and EDRN systems, including related work processes, policies, standards, and operational procedures.
• Strong knowledge of the services and roles of external partners and agencies, such as Social Services, the Ministry of Health, Medical Services Coverage, medical informants, funeral homes, Coroners, Physicians and federal and provincial government offices.
• Familiarity with Registries business tools and services.
• Solid understanding of both the health care sector and the vital statistics sector.
• General knowledge of IT systems, including expert-level proficiency with online systems, web viewers, and nomination platforms.
• Knowledge of cash-handling principles, confidentiality requirements, and audit practices related to system overrides.
• Knowledge of financial management practices, including proper handling of NSF payments, chargebacks, and audit controls.
• Training in conflict management, conflict resolution, and de-escalation techniques.
• Understanding of vulnerable populations such as refugees, First Nations groups, and transient individuals with the ability to appropriately assess vital-statistics-related matters.
• Awareness of government and community resources commonly needed to support vulnerable clients (e.g., Social Assistance, Pro Bono Law Society, agency-based benefits).
• Experience providing constructive feedback to staff and ensuring critical staffing information is passed to Management team.

Competencies

Problem Solving: Ability to identify and analyze root causes of complex client issues such as fraudulent documents, unfamiliar custody cases, and immigration challenges, applying relevant legislation to determine effective solutions and skilled in independently researching official sources, evaluating alternatives, and coordinating with internal teams and partner agencies to resolve escalated situations.

Independent Decision-Making: Authorized to exercise discretion and make independent decisions several times per month outside of existing policies, determining the best approach to resolve client concerns with appropriate rationale, makes independent decisions within established policies without prior review, including when to seek additional information, legal advice, or court orders, ensuring effective client guidance and procedural adjustments as needed and responsible for corrective decisions to prevent financial loss to the government by ensuring individuals are eligible for certificates; makes daily decisions to avoid improper issuing of documents and monthly decisions to verify documentation for complex cases impacting client well-being.

Interpersonal Skills: Responsible for calming irate customers by handling escalated situations and complaints, especially when clients cannot obtain the information, they seek due to eligibility restrictions or legislative limits and skilled at explaining complex regulations, such as the need for court orders or additional documentation and providing clear communication about eligibility for certificates and corrections on health coverage and vital statistics.

Communication Skills: Requires verbal, written, and listening skills to comprehend and communicate complex legislation, eligibility rules, complex policies and often communicates information that is typically challenged by the recipient, requiring clarity and patience.

Responsibility for the Work of Others: Shared responsibility for organizing portions of another employee's work to ensure tasks are efficiently managed, verifies the accuracy of work completed by others and follows up to ensure any errors are corrected and document all coaching interactions with team members.

Technical: Proficiency in EDRN and Vitalware systems, ensuring accurate data entry and system use in accordance with standard, proficiency on Microsoft Word, Excel, and email.

As one of Saskatchewan's Top Employers this is Why You'll Love Working Here

• Career paths and opportunity for advancement
• Health, dental, and pension benefits
• Maternity and parental leave top-up payments
• Earned days off
• Annual pay increases
• Work that truly matters to the people of Saskatchewan

Ready to make a real impact in healthcare technology? Join us and help shape the future of care—apply today

We value diversity of all kinds and encourage applications from people of all backgrounds, identities, and experiences. Even if you don't meet every single requirement, we'd still love to hear from you.

Level: PDP06

Anticipated Start Date: December 2025

Location: Regina, Saskatchewan

We are committed to workplace diversity.

Number of Openings: 1

Closing Date: Nov 28, 2025, 11:59:00 PM

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