PBC Solutions is looking for Document Processing Clerks to join our team! This position requires in-office training for a 4 week period. Following the successful completion of this training there is an opportunity for this position to be a hybrid role and occasional presence at the office will be required

Position Summary
This position processes applications and forms of mid-range complexity related to Medical Services Plan and Fair PharmaCare. This involves validating the information provided through our imaging system and other resources, and entering it into our enrolment system, as deemed appropriate by policies and procedures. Employees may be required to handle beneficiary calls.
This position is designated as a Grid level 9, with a starting rate of $25.79 per hour following the designated probationary period with a wage of $25.06.

Primary Duties

• 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

• 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 need
• 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
• Escalate system issues

Required Education and Experience

• High school diploma or GED equivalent, required, may be subject to standardized testing
• Proficiency in basic computer skills in a Windows environment including MS Office Suite and ability to operate standard office equipment
• One year experience in a data entry environment preferred
• Proven experience analyzing and processing data utilizing a high-level of attention to detail
• Intermediate knowledge of Medical Services Plan policies and procedures, preferred

Knowledge, Skills and Abilities

• customer service
• plain language communication
• call control and customer situational judgment
• professional, pro-social inter-relations
• privacy and security of personal information
• time management to effectively maintain a balanced workload.
• enter data at a speed of at least 40 wpm with a 98% accuracy
• perform repetitive tasks
• use a computer for prolonged periods of time

• Managing diverse relationships
• Conflict management
• Demonstrating personal flexibility
• Being open and receptive
• Communication
• Organization
• Time management

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 March 8. An eligibility list will be established for this position (for up to 12 months).

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.