Job Description

Employment Type

:

SGEU Term 9 months or more

Location(s)

:

SK-Rgna-Regina

Salary Range

:

$28.001 - $35.091 Hourly

Salary Supplement

:

included in hourly salary range (in-scope)

Why eHealth?

We may be biased, but eHealth Saskatchewan is the place to be right now! We are a Treasury Board Crown Corporation that focuses on digital technologies to enable, support, and enhance high quality health services across the entire province. There is no greater job satisfaction than knowing the work you do is directly related to saving a life or bringing a new one into the world. Although we may not be front facing with patient care, we have a huge role in maintaining and improving IT systems and supporting health care providers and teams throughout Saskatchewan in delivering the best possible care to patients, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals and diagnostics. Additional programs and services that support patient care and information include Virtual Care, MySaskHealthRecord, the Provincial Electronic Health Record, Health Registries (eligibility for health services/distribution of health cards) and vital event records.


Our vision is "Connected healthcare, accessible to everyone, everywhere" with a mission to "Collaborate to transform healthcare through the use of information and innovative technology". It is a complex environment, constantly evolving and quick to change as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.

About the role

Reporting to the Assistant Manager, Registries, we are seeking a detail-oriented individual to manage complex and escalated client cases. This senior-level role involves independently investigating non-standard situations, applying legislation, and communicating clear decisions to clients and internal teams. The position also supports the resolution of complex issues such as health card applications, immigration or residency changes, and acute admission cases.


This role involves supporting general registry functions (e.g., health cards, birth/marriage/death registrations), conducting spot checks for quality assurance, and processing complex requests. The role requires sound judgement, strong communication skills, and the ability to work both independently and collaboratively in a fast-paced environment.

Typical daily duties

The responsibilities of this position include, but are not limited to, the following key duties:

Monitor and evaluate customer interactions to ensure service excellence and compliance. Handle escalated and complex/non-standard cases across all channels (in person, phone, written), applying legislation and independent judgment to investigate and resolve issues. Independently manage escalated client interactions (email, phone, in person) to gather/clarify information and determine appropriate responses. Communicate technical, legislative, and procedural information clearly and accurately to registry analysts or other groups, both orally and in writing. Perform specialized tasks not handled by Customer Service Representatives (e.g. SINP requests, Ministerial inquiries, Ombudsman inquiries, special cases for escalation of requests.) Conduct complex immigration or residency audits and verifications to resolve client coverage or eligibility issues. Coordinate and adjust team members' responsibilities in alignment with call volume trends and priority work items to ensure operational efficiency. Assist in taking calls when the call center is short staffed.

What we are looking for?

The knowledge and competencies required for this position are typically acquired through the completion of post-secondary education, preferably in disciplines such as business or education. Alternatively, an equivalent combination of formal training and relevant experience may be considered. A minimum of six months of supervisory experience in a call center environment is also required. The successful candidate will have in-depth knowledge of applicable legislation, including the Vital Statistics Act and Regulations, Legal Change of Name Act and Regulations, Medical Care Insurance Beneficiary and Administration Regulations, and HIPA, along with the ability to apply this knowledge effectively in a variety of complex situations.


Additional required knowledge and skills include:

Familiarity with Registries business tools and services Understanding of the health care and vital statistics sectors General knowledge of IT systems Proven experience in conflict management, resolution, and de-escalation Knowledge of federal immigration processes, permit types, and programs Understanding of vulnerable populations (e.g., refugees, First Nations groups, transient individuals) Ability to assess health coverage requests and vital statistics changes appropriately Knowledge of financial management practices, including cash handling and audit principles

Competencies

Problem Solving:

Ability to identify and analyze root causes of complex client issues such as fraudulent documents, unfamiliar custody cases, and immigration challenges, applying relevant legislation to determine effective solutions. Skilled in independently researching official sources, evaluating alternatives, and coordinating with internal teams and partner agencies to resolve escalated situations.

Independent Decision-Making

Authorized to exercise discretion and make independent decisions several times per month outside of existing policies, determining the best approach to resolve client concerns with appropriate rationale. Makes independent decisions within established policies without prior review, including when to seek additional information, legal advice, or court orders, ensuring effective client guidance and procedural adjustments as needed. Responsible for corrective decisions to prevent financial loss to the government by ensuring individuals are eligible for health coverage; makes daily decisions to avoid improper benefits and monthly decisions to verify documentation for complex cases impacting client well-being.

Interpersonal Skills

Responsible for calming irate customers by handling escalated situations and complaints, especially when clients cannot obtain the information, they seek due to eligibility restrictions or legislative limits. Skilled at explaining complex regulations, such as the need for court orders or additional documentation and providing clear communication about eligibility for health coverage and vital statistics.

Communication Skills

Requires verbal, written, and listening skills to comprehend and communicate complex legislation, eligibility rules, immigration processes/permits required for health coverage, and complex policies. Often communicates information that is typically challenged by the recipient, requiring clarity and patience..

Responsibility for the Work of Others

Organizes portions of another employee's work to ensure tasks are efficiently managed. Verifies the accuracy of work completed by others and follows up to ensure any errors are corrected. Document all coaching interactions with team members.

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.
If you are looking for an opportunity to challenge yourself and showcase your abilities, we would love to hear from you!

Grade:

PDP07

Anticipated Start Date

: October 2025

Location:

Regina, Saskatchewan (On Site)



We are committed to workplace diversity.

Number of Openings

:

1

Closing Date

: Sep 22, 2025, 12:59:00 AMContact Us

recruitment@eHealthSask.ca