Job Description

Customer Service Representative, Grid 11

Pharmacare Help Desk, 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

Help Desk CSRs spend their day answering calls from the general public and pharmacists who have questions related to our provincial pharmaceutical system - PharmaCare. Our telephone system queues and monitors thousands of calls per month, therefore CSRs are expected to meet call handling targets.

CSRs 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, CSRs will handle all calls pleasantly and professionally, even those that are more difficult in nature. Depending on the work shift and business need, this position also processes pharmaceutical claims that are mailed in.

Key Responsibilities

• Answer and complete public and provider calls within 2:30 minutes to meet our Average Speed of Answer SLR of less than 1 minute
• Process documents provided by the public and providers, via HIBC forms and correspondence, to meet our SLO of 90 % documents processed within 20 business days
• Understand and comply to 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 95% of the time 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, required, may be subject to standardized testing
• Proficient knowledge of MS Office, Outlook, ability to operate standard office equipment
• Call centre experience preferred
• Must be able to work alone

Understand the Principles of

• Call control and customer situational judgment
• Customer service
• Excellent and professional verbal & written communication skills
• Professional, pro-social inter-relations
• Privacy and security of personal information

Core Competencies

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

MS Office Suite: I MaxPath: B Verint: B Cisco: I MaxImage: I RAPID: I Client Registry: B

1. Answer public and provider calls

• Verify callers and validate the information they provide
• Articulate PharmaCare program policies and procedures clearly, neutrally, and quickly
• Review account information and drug history to determine the correct response to a caller's enquiry
• Calculate deductible amounts
• Update IT systems, as appropriate
• Troubleshoot provider connectivity problems and escalate issues appropriately
• Authorize temporary PharmaCare coverage, benefits and restrictions, after hours
• Assist callers in the use of and in submitting applications/documentation/claims
• Control calls
• Resolve transfers from other departments
• Track completed calls in CCA/ITG
• Perform repetitive tasks and answer repetitive questions
• Use a computer for long periods of time

2. Process documents provided by the public and providers

• Validate information and documentation provided by the public and providers, reject or accept applications and requests, as appropriate
• Apply the HIBC policies that pertain to the form/correspondence you are processing, at the level of work you are assigned, then update our IT systems accordingly
• Release (or not) personal information to 3rd Party Requesters
• Correspond with public/providers to explain policy decisions and to seek or provide information

3. Understand and comply to policies/procedures set by MAXIMUS Canada, 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

4. 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

5. 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 $24.04 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.