Job Description

PBC Solutions is looking for a Auxiliary PharmaCare Help Desk Customer Service Representative to join our growing team at our Greater Victoria office! This position is designated as a hybrid position with a minimum of 2 days per month in our office required.

Position Summary

The Health Insurance BC PharmaCare Help Desk is a 24-hour call center for pharmacists and medical practitioners 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.

CSRs will handle all calls pleasantly and professionally, even those that are more difficult in nature. The CSRs are also responsible for processing a variety of documents, such as Palliative Care applications, Plan G applications, etc.

This position designated at a Grid 11 pay level will have a starting salary of $27.31 per hour following the designated probationary period of $26.52.

Primary Duties

Answer and complete 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 PBCS applicable legislation and client policies and work procedures. CSRs will 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 PBCS 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

Required 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 center experience preferred

Must be able to work alone

Knowledge of PharmaCare preferred

Required Competencies

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

Managing Diverse Relationships

Customer focus

Managing diversity

Peer relationships

Understanding others

Organization Skills (Oral and Written)

Personal Flexibility

Personal learning

Self-development

Self-knowledge

Conflict Management

Approachability

Interpersonal savvy

Ability to hold flexible working hours to meet auxiliary classification needs

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 January 11th.
An eligibility list may be established for this position.

How we work

Our Guiding Principles

Honesty \xe2\x80\x93 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 \xe2\x80\x93 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 \xe2\x80\x93 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 \xe2\x80\x93 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\xe2\x80\x99s back through our challenges.

Equity \xe2\x80\x93 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 \xe2\x80\x93 We actively communicate in a timely, open, respectful, and responsive manner with the intent to gain understanding and find solutions.

Flexibility \xe2\x80\x93 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 \xe2\x80\x93 We seek to understand interests, assumptions, actions, and diverse backgrounds by actively sharing and exploring all points of view.

Focus \xe2\x80\x93 We will use our Shared Vision as our North Star to evaluate, prioritize, and deliver successful results.

Trust & Confidence \xe2\x80\x93 We lead with trust. We consistently behave in ways that earn and inspire confidence by being credible, reliable, and transparent even when vulnerable.

Feedback \xe2\x80\x93 No surprises. We will maintain a strong relationship through timely, purposeful feedback in a safe, respectful, and collaborative environment.

Solution-oriented \xe2\x80\x93 We see possibilities rather than limitations. We use our diverse capabilities to develop options to resolve our challenges.

PBC Solutions