Salary Range: $57,347-$75,268/year. The starting salary for this position would be determined with consideration of the successful candidate’s relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.
Job Summary:
In accordance with the Purpose, Vision, Values and Coast Salish Teachings, and strategic directions of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.
Reporting to the Manager, Employee Records and Benefits (ERB), and under the work direction of the Team Coordinator, the Customer Service Representative (CSR) provides customer service support to internal and external customers through phone, fax, email and the internal ticketing application within the Customer Contact Centre team. Liaises with employees, managers, HR, Recruitment, Payroll, Scheduling/Timekeeping to process, document, and record employee data. Provides explanation and benefit interpretations to employees and/or other partners. Liaises with benefit carriers, other employers, and governmental agencies, such as the Pension Corporation, regulatory bodies, and professional associations to obtain information, clarify discrepancies, resolve problems and deal with employee concerns. Interprets and applies collective agreements and relevant policies.
Duties/Accountabilities:
• Processes accurate employee records related to new hires, transfers, terminations, leaves, status/salary changes, seniority, and other relevant information.
• Processes accurate employee benefits information, including enrolments, terminations and status changes that reflect employees request and/or contractual and carrier requirements.
• Processes database queries/audits to ensure accuracy of employee records and benefits. Identifies audit discrepancies and provides quality improvement recommendations to the Manager.
• Responds to internal and external customer inquiries, investigating/analyzing problems and making necessary adjustments by liaising with Payroll, Recruitment, HR and other employers or governmental agencies.
• Prepares a variety of correspondence to employees, including transfer, termination and leave letters, information related to benefit coverage, and self-pay benefit purchase.
Qualifications:
A level of education, training, and experience equivalent to a Diploma in Human Resources Management or a related discipline, plus two (2) to three (3) years recent related health care experience.
• Excellent interpersonal and analytical skills and effective verbal and written communicate skills.
• Skilled in the use of computer applications such as MS Office.