Job Description

Employment Type

Expression of Interest for SGEU Term less than 9 months

Location(s)

SK-Rgna-Regina

Salary Range

$28.001 - $35.091 Hourly

Salary Supplement

included in hourly salary range (in-scope)

About eHealth

As leaders in digital health innovation, we transform health care through connected health systems and advancing technology. With over 800 employees across 20 communities, we support IT infrastructure in 433 healthcare locations, ensuring seamless information-sharing and timely, effective patient care. We value a culture of strategic collaborating, trust and open dialogue. Our goal is to make Saskatchewan a leader and catalyst in digital health transformation, reshaping health care for the future. Help us put Saskatchewan at the forefront of digital health innovation.

About the Role

The Registries Quality Assurance Representative is a pivotal role in driving service excellence within the Registries and Vital Statistics division. As a subject matter expert in PHRS and Vitalware, this position ensures the highest standards of accuracy and quality across all customer interactions and completed work items within the call centre. Responsibilities include monitoring and providing constructive feedback on incoming and outgoing calls, as well as reviewing key processes such as Change of Information forms, Extended Absence forms, Immigration forms, and various online transactions.


The successful candidate will champion compliance with legislation, internal policies, and standard work procedures--empowering staff to deliver exceptional service with precision and professionalism. This role is not just about oversight; it's about elevating performance and fostering a culture of excellence.

What You'll Do

Reporting to the Assistant Manager, Registries, you will:

Monitor in-person and remote customer interactions; evaluate service quality and accuracy of information entered. Review and audit completed work to ensure compliance with policies, procedures, and applicable legislation. Deliver constructive feedback and coaching to representatives and follow up on corrections as needed. Identify training needs through regular monitoring and support the development of customized training solutions. Develop and maintain reports to track quality metrics, trends, and training effectiveness. Engage directly with clients to collect feedback and resolve outstanding service issues when necessary. Ensure internal policies and procedures are up-to-date; suggest changes where improvements are identified. Escalate recurring issues or policy breaches to management for appropriate action. Assist representatives with complex client scenarios, ensuring consistent application of legislation and high service standards. Provide operational support by answering incoming calls or completing paper and online work items as required.

What You'll Bring to the Team

.Completion of a two-year post-secondary certificate or diploma in Business Administration, Health Information Management (HIM), Education, or Office Administration; an equivalent combination of education and related experience may be considered. Minimum of one year of experience working with PHRS and Vitalware, or experience performing duties within Registries, call centre operations, or a customer service environment. Proficiency with Microsoft Office 365, including Excel, Word, and Outlook. Familiarity with call centre tools such as Finesse. General knowledge of IT systems, registries processes, and business tools. Strong analytical and communication skills, with proven ability to coach and guide staff. Ability to interpret complex legislative, regulatory, and procedural information for both staff and the public. Demonstrated collaboration skills, with strengths in facilitation, organization, and team support. Experience providing performance feedback, coaching, or quality assurance; training experience is considered a strong asset. Expert understanding of relevant legislation, including:

1. Vital Statistics Act & Regulations

2. Legal Change of Name Act & Regulations

3. Freedom of Information and Protection of Privacy Act & Regulations

4. Health Information Protection Act & Regulations

5. Medical Care Insurance Beneficiary & Administration Regulations

Competencies

Attention to Detail:

Ability to thoroughly review work and interactions to ensure accuracy and compliance with policies, procedures, and legislation

Legislative and Policy Knowledge:

Understanding and consistent application of relevant legislation (e.g., Vital Statistics Act, HIPA, FOIP) and internal policies in daily work.

Quality Monitoring and Evaluation:

Skill in observing and assessing customer service interactions and completed work to identify strengths, gaps, and areas for improvement.

Coaching and Feedback:

Ability to deliver constructive and supportive feedback to representatives, fostering continuous improvement and high service standards.

Customer Service Excellence:

Commitment to ensuring positive client experiences through direct support, issue resolution, and guidance to representatives.

Problem Solving:

Capacity to assist with complex client scenarios and escalate recurring issues appropriately, ensuring consistent and fair outcomes.

Communication:

Clear and professional communication with team members and clients, both verbally and in writing, to convey expectations, feedback, and solutions.

Technical:

Proficiency in PHRS and Vitalware systems, ensuring accurate data entry and system use in accordance with standard, proficiency on Microsoft Word, Excel, and email.

As one of Saskatchewan's Top Employers this is Why You'll Love Working Here

Career paths and opportunity for advancement Health, dental, and pension benefits Maternity and parental leave top-up payments Earned days off Annual pay increases Work that truly matters to the people of Saskatchewan


Ready to make a real impact in healthcare technology? Join us and help shape the future of care--apply today!
We value diversity of all kinds and encourage applications from people of all backgrounds, identities, and experiences. Even if you don't meet every single requirement, we'd still love to hear from you.

Grade:

PDP07

Anticipated Start Date:

December 2025

Location:

Regina, Saskatchewan (On-site)



We are committed to workplace diversity.

Number of Openings

2

Closing Date

: Dec 16, 2025, 11:59:00 PMContact Us

recruitment@eHealthSask.ca