Job Description

Customer Service Representative, Grid 9

HIBC Contact Centre, Maximus Canada

Worker Category: Auxiliary

Location: Victoria, BC

In & Out of Service

Company Profile

Maximus Canada is an industry leader in the provisioning of products and services to support the delivery of government services in North America and internationally. With operations across Canada and around the globe, Maximus provides innovative, practical and meaningful solutions to help government programs and services function more effectively and efficiently.

We are constantly assessing new technology, processes and methods of delivering services to the citizens of Canada. With our expertise in program information management, claims processing, contact centre services, document processing and information technology, we are positioned for significant growth.

Maximus Canada offers competitive market-based salaries, comprehensive employer-paid benefits and a defined-benefit pension plan or a Group RSP with employer-matching contributions, for eligible employees. Our people also get some great perks too, such as employee appreciation events throughout the year, along with a supportive results-oriented work environment.

Join us here in beautiful Victoria, British Columbia to experience the best of the West Coast lifestyle. You will work in an environment that will challenge you and reward your achievements. Your downtime can be spent exploring all the West Coast has to offer - scenic beauty, culinary experiences, cultural events and outdoor activities. We have it all! Located in the heart of downtown, our location offers easy access to every amenity.

Maximus Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Core Values

At Maximus Canada, we believe that our culture strengthens our commitment to Helping Government Serve the People. We foster a culture that respects and values individual contributions and differences. At Maximus Canada we believe in the following four core values:

Customer Focus

Our customers' business needs inform everything we do. We start by developing relationships built on trust and respect. We listen, and incorporate their diverse experience into our services and solutions, and we show our understanding with clear communication.

Disciplined Approach

With decades of experience delivering government programs, we balance tried and tested processes with a desire for continuous improvement. We take the time to plan and benchmark our performance - it's the path to success.

Results and Delivery

Great results depend on setting high, measurable standards of excellence and achieving the numbers. We challenge each other and hold one another accountable to our commitments.

A Great Place to Work

Maximus Canada promotes a challenging work environment, empowering our employees to get the job done. If you want to work in an environment that recognizes and rewards accomplishments while caring about each other and the communities we serve, this could be the place for you.

Department Overview

On behalf of the B.C. government, Health Insurance BC (HIBC) administers medical coverage through the Medical Services Plan (MSP) and drug coverage through the PharmaCare and Fair PharmaCare programs. With a staff of ~280 unionized employees and 4 excluded managers, the HIBC Operations department delivers services measured by 20 SLRs and 29 SLOs via four teams:

• Customer Service (Contact Centre, PharmaCare Help Desk, Service Desk, Info Support, and Prosthetics and Orthotics)

• Document Operations (Document Management, Document Processing, Admin Review, and Correspondence Liaison Unit)

• Practitioner and Patient Services (Provider Programs, Benefit Services, Billing Support, and In Province and Out of Country Adjudication)

• Operational Support Services (Medical Services and Pharmaceutical Services Support, Production Control, Support Coordinators)

Role Summary

Contact Centre Customer Service Representatives (CSR) spend their days answering calls from people who have questions related to our provincial health care system - HIBC. Our telephone system queues and monitors thousands of calls per day, therefore, CSR's are expected to meet call handling targets.

CSR's are required to learn and use a variety of computer applications. They are also required to understand a large volume of policies, to explain them accurately, and to comply with them.

As the "face" of HIBC, CSR's will handle all calls pleasantly and professionally, even those that are more difficult in nature.

Key Responsibilities

• Answer and complete public and provider calls with targeted handle time
• Understand and comply with MAXIMUS Canada, legislated and client policies and work procedures accurately, 98% of the time to meet our Quality SLR and to provide excellent customer service.
• Adhere to your work commitment and daily schedule so that MAXIMUS Canada can meet its business goals efficiently and reliably.
• Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment.

Education and Experience

• High school diploma or GED Equivalent, including a 65% grade in Grade 12 English and Math, may be subject to standardized testing
• Proficiency in basic computer skills, ability to operate standard office equipment
• Call Centre experience preferred

Understands the Principles of:

• Call control and customer situational judgment
• Customer service
• Plain language communication
• Professional, pro-social inter-relations
• Privacy and security of personal information

Core Competencies

Systems Use (B=basic A=advanced, E=expert)

MS Word: B Outlook: B B CCA: B MaxImage: B Reg Desk: B

Answer public and provider calls

• Verify callers and validate the information they provide
• Articulate client policies clearly, neutrally, and quickly
  1. For 'Foreign Language' CSR's: articulate fluently in a designated language
• Assist callers in the use of on-line forms and in submitting applications and documentation
• Assist with creation and maintenance of keywords for electronic health records
• Confirm patient eligibility for MSP
• Control calls
• Escalate system issues
• Track completed calls in CCA
• Compose emails, call tickets, etc. that are clear, informative and to the point
• Perform repetitive tasks and answer repetitive questions
• Use a computer for long periods of time
• Enter data at a speed of at least 40 wpm with a 98% accuracy

Understand and comply to policies/procedures set by MAXIMUS, legislation and our clients

• 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

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

Manage your interactions with callers, clients and colleagues

• Articulate concerns, ideas and opinions in a professional manner
• De-escalate emotionally charged situations/calls
• Utilize pro-social skills (using manners, negotiation, problem solving, smiling, etc.)
• Participate in meetings and collaborations with good intent

Competency Profile

This Profile includes all the Core Technical and Knowledge competencies listed above, and the following:

Application Information

We will be accepting applications until 9:00 pm (PST) on Tuesday December 29, 2020.

This is an auxiliary position working as and when required. New hires will start at a probationary rate of $22.72 up to 913 hours worked.

An eligibility list may be established for this role.

Please note that while all applications are appreciated, only those candidates selected for interview will be contacted.