Fulfillment Agent

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:

What can I expect to do in this role?

• review and assess registration applications against eligibility criteria
• research and respond to verbal and written client inquiries
• collaborate and consult with internal/external stakeholders
• receive payments for services and process electronic refunds
• investigate and analyze information to troubleshoot and resolve routine problems
• maintain files and databases

How do I qualify?

Problem Solving, Research and Analytical Skills:

• you have decision making skills to determine validity and completeness of applications, identify missing or unclear information and determine when to escalate issues
• you can review and assess applications against eligibility criteria
• you can investigate and analyze information to troubleshoot and resolve routine problems
• you have an eye for accuracy and attention to detail to identify and correct errors, maintain accurate records, and ensure privacy is not breached

Organizational and Time Management Skills:

• you have organizational and time management skills to coordinate work, set priorities with conflicting demands, manage high work volumes and meet deadlines
• you have knowledge of filing systems and retention schedules to ensure proper retention of data

Communication and Interpersonal Skills:

• you have interpersonal and communication skills to convey information, discuss and resolve issues/complaints and to respond to inquiries in a courteous and professional manner
• you are able to work independently and as part of a team

Computer Skills:

• you have demonstrated experience with databases and information systems to log and track incoming requests/incidents/inquiries and research responses to inquiries
• you are proficient with software applications for word processing, presentations, file sharing, email and computerized tracking and filing systems
• you have the ability to use an Automated Call Distribution (ACD) system to receive fulfillment request via automated routing and queuing processes

Policy and Program Knowledge:

• you can interpret and apply relevant legislation, policy and procedures such as Health Insurance Act, Ontario Drug Benefit Act, Freedom of Information and Protection of Privacy Act, and Personal Health Information Protection Act to prevent privacy breaches and provide explanations/information regarding registration services, processes and payment applications

Additional Information:

• In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.
  Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Corporate Talent Programs Branch, Talent and Leadership Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.
  A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.
• T-HL-211966/24