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, and making decisions of significance related to sensitive and complex requests to support the Ministry of Health’s legislative requirements 
• Administrating complaints related to HIBC services 
• Administrating requests from the Ministry of Health related to complaints received by the provincial Ombudsman’s Office 
• Liaising with external contacts from provincial and federal government to address sensitive coverage matters for incarcerated individuals and individuals in witness protection  
• Approving disclosures of personal information including disclosures to law enforcement and court-orders  
• Administrating quality improvement processes  

Required Education and Experience:

• Minimum 2 years' experience supervising an operational unit of a least 15 employees, in a corporate or government setting.  
• Minimum 2 years’ experience in business process improvement with demonstrated results`  
• Preferred University degree or post-secondary diploma in a related field including but not limited to, business administration, human relations, or public administration.   
• Experience as a leader in a fast-paced organization leading, supporting, and developing direct reports.  
• Intermediate knowledge of MS Office, Outlook, Excel, PowerPoint, and the ability to operate standard office equipment, with proven example.  
• Experience working in a unionized environment.  
• 2 years' experience in processing access to information and privacy requests with legislation such as BC’s Freedom of Information and Protection of Privacy Act  
• Significant experience handling confidential information 
• Experience preparing formal correspondence  
• Experience leading processes to investigate and resolve incidents and complaints related to legislated processes is an asset 
• Knowledge of application of records management 

Knowledge, Skills, and Abilities

• Strong research skills  
• Excellent attention to detail
• Diplomacy and tact 
• Excellent verbal and written communication skills  
• Strong knowledge and understanding applicable policies and procedures 
• Strong leadership and supervisory skills  
• Ability to cultivate relationships with internal and external stakeholders to ensure a high level of understanding is achieved  

Required Competencies   

• Effective Communication  
• Conflict Management  
• Organizational Savvy 
• Decision Quality  
• Teamwork   
• Ensuring Accountability 
• Feedback 

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 November 21, 2024 by 5:00 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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