MSP Document Processing Clerk Level 2

1 month ago

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

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 SummaryThis position processes applications and forms that are related to Medical Services Plan and Fair PharmaCare enrolment that requires intermediate knowledge of MSP processes and policies, while dealing with high volumes during peak periods. This involves validating the information provided through imaging software and other resources, entering it into our enrolment system, as deemed appropriate by policies and procedures. Employees may be required to handle out-bound beneficiary calls.  

This position is hybrid and designated as a Grid level 11, with a range of $28.68 - $32.58 per hour.  
Primary Duties1. Process, complex higher-residency level documents provided by the public.
  • Validate information and documentation provided by the public, reject, or accept applications and requests, as appropriate
  • Apply the MSP/PharmaCare procedures and policies that pertain to the form/correspondence you are processing, at the level of work you are assigned, then update our enrolment systems accordingly
  • 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 minimal intervention
  • Learn new policies, procedures, and computer applications within designated timelines
  • 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 minimal 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
  • High school diploma or GED equivalent, required, may be subject to standardized testing 
  • 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. 
 
PBC Solutions is an equal opportunity employer and welcomes applications from all qualified candidates.  

To request an accommodation in completing this application, pre-employment testing, interviewing or otherwise participating in the employee selection process, please direct your inquiries to hr@pbcsolutions.ca 

Does this opportunity resonate with you?   
Are you seeking a work environment that will challenge you, provide stretch opportunities, and support your success and growth? Then you've found your ideal work environment - Apply today please We'd love to talk with you to explore this opportunity further with you. 

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

We sincerely thank all candidates for their interest, however only those selected to continue in the recruitment process will be contacted. 
 
Please apply by October 22, 2024 by 4:00 PM PST. An eligibility list may be established for this position. 

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.  

Reciprocity - We will strive for fair and balanced exchanges leveraging our unique strengths and resources, recognizing this requires an ongoing give and take.  We will win and lose as one.    

Autonomy – We respect and acknowledge the interests of each party.  We trust each other to make decisions and act based on our diverse strengths to achieve our mutually desired outcomes.    

Loyalty – We will be bold, brave, and committed to our relationship.  As partners, we will advocate for one another, celebrate our successes, and have each other’s back through our challenges.    

Equity – We commit to a balanced partnership.  We will make decisions and act based on a fair assessment of capabilities, risks, constraints, and opportunities to achieve mutual success.    

Our Intended Behaviours 

Communication – We actively communicate in a timely, open, respectful, and responsive manner with the intent to gain understanding and find solutions.   

Flexibility – We will be agile, adaptable, and creative to enable responsive service delivery and embrace challenges and change with an open-minded and positive attitude. 

Perspective – We seek to understand interests, assumptions, actions, and diverse backgrounds by actively sharing and exploring all points of view. 

Focus – We will use our Shared Vision as our North Star to evaluate, prioritize, and deliver successful results. 

Trust & Confidence – We lead with trust.  We consistently behave in ways that earn and inspire confidence by being credible, reliable, and transparent even when vulnerable.   

Feedback – No surprises.  We will maintain a strong relationship through timely, purposeful feedback in a safe, respectful, and collaborative environment.   

Solution-oriented – We see possibilities rather than limitations.  We use our diverse capabilities to develop options to resolve our challenges. 

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