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VIEWS: 11 PAGES: 5

									Emergency and                                                       EMPLOYMENT
Health Services                                                        BULLETIN
Commission

EB #                   08:003
Position               Administrator, Client Services
Status                 Regular
Type                   BCGEU
Location               Headquarters – Keating Cross Road
No. of                 One
Positions
Salary Range           $40,145.17 - $45,551.14 annually

A rewarding and challenging opportunity has arrived.

The BC Ambulance Service (BCAS) operates under the Emergency and Health
Services Commission and delivers ground and air ambulance service to all British
Columbians in 167 communities and their surrounding areas, through use of 191
ambulance stations, 485 vehicles and approximately 3,300 employees in 8 regions.

The Client Services unit is responsible for most of the correspondence/calls received by
the Department that occurred as a result of receiving an invoice over a traumatic or
emotional situation. In most cases responders must be walked through the complex
regulations that govern the Province’s ambulance billing practices. The Administrator is
the individual responsible for providing consistent communication to the public in
regards to service and billing enquiries in the Adjudication and Billing Branch.

You will bring to this position Grade 12 plus completion of a diploma in Communications
or the equivalent in related training and experience. Courses in team building,
interpersonal communications and computer systems/applications. Extensive and
recent experience in a responsible supervisory position, including direct supervisory
experience of at least five or more positions, which includes: training development and
delivery, conducting appraisals, managing leave, dealing with human resources issues
within a unionized environment, and dealing with a variety of complex labour relation
issues. Experience in both written and verbal communications.

Submit                 Emergency and Health Services Commission
Applications to:       Vancouver Island Human Resources
                       3300 Douglas Street, Victoria BC V8W 9P1
                       Fax: 250-952-5970
Closing Date           January 18, 2008

For additional         Neil Johnson 953-3661
information on this
opportunity, contact

Job Duties             A detailed list of job duties can be found at the end of this bulletin.
                       An eligibility list may be established.
Administrative Officer N14                Administrator,                                      Page 2 of 5
                                          Client Services


PROGRAM

Ambulance Services are a unique service in each Province in Canada as it is not a service covered under
the Medical Protection Act. As a result each Province has structured its own mechanism for providing
emergency medical transport and the subsequent invoicing of those services. The BC Ambulance
Service (BCAS) operates under the Health Emergency Act and delivers ground and air ambulance
service to all British Columbians in 167 communities and their surrounding areas, through use of 191
ambulance stations, 485 vehicles and approximately 3,300 employees in 8 regions.

The Adjudication and Billing Branch receives over 600K patient care records initiated by paramedics and
determines appropriate adjudication of billable and non-billable services to ensure accurate bills are
issued to the appropriate person or agency. The Branch also addresses any service quality issues
related to the patient care record, generates invoices for services rendered, and ensures timely
processing of payments and reporting and resolves billing discrepancies/disputes as they arise.

The Client Services unit is responsible for most of the correspondence/calls received by the Department
that occurred as a result of receiving an invoice over a traumatic or emotional situation. In most cases
responders must be walked through the complex regulations that govern the Province’s ambulance billing
practices. The Administrator is the individual responsible for providing consistent communication to the
public in regards to service and billing enquiries in the Adjudication and Billing Branch.

PURPOSE OF POSITION

Under the general direction of the Manager and in consultation with the EHSC Communications Branch,
the Administrator is responsible for providing consistent communication to the public in regards to service
and billing enquiries. The position is responsible for analyzing, developing and evaluating work processes
and procedures for the Adjudication and Billing Branch. The position is also responsible for the direct
supervision of 5.5 staff engaged in various activities including preparation of reports, sorting incoming
mail, on-line updates to the billing system, resolving billing and service issues both in writing and on the
phone, and patient care record requests. This position is involved in setting standards, establishing
priorities, providing training, guidance and direction to staff, monitoring and managing staff, and managing
the work flow to ensure production and performance standards are met.

Due to the complexity of the billing issues, the position works closely with the Manager of Financial
Operations and the BCAS Communications area to provide standard wording and advice.

The position is responsible for the development of script and routing of calls through the current IVR
system. This position must manage and schedule the staff in the Client Service Department and the
Finance Department to ensure phone coverage is consistent with phone standards.

NATURE OF WORK, POSTION LINKS AND JOB DUTIES

This position operates in a high volume office environment, supervising 5.5 level positions. The unit
handles calls and correspondence generated from the approximately 600,000 patient care records
processed annually. There are numerous labour relations challenges in the position which are typical of
this type of office environment, with high turnover, high use of STIIP, and numerous WFA placements.

Contacts are:
   • Members of the Public, Hospital Administrators and staff, BCAS Management and Chiefs,
       Ministry of Revenue and Agency Directors (i.e. Department of Indian Affairs, Department of
       Veterans affairs, lawyers and the Insurance Corporation of British Columbia to
       correspond/discuss the complex policies of BC Ambulance Service.
Administrative Officer N14                 Administrator,                                      Page 3 of 5
                                           Client Services


     •   BCAS staff in some 200 locations throughout the province to exchange information, provide
         clarification or interpretation and related direction, resolve problems and take corrective action;
     •   Ministry of Health IT staff to resolve security and access issues;
     •   General Public to resolve issues related to access or denial of the patient care records;
     •   And MLA’s to provide standard wording and advice on our policies and procedures for ministerial
         correspondence.


SPECIFIC ACCOUNTABILITIES / DELIVERABLES

1.       Supervise day-to-day operations of the Unit (5.5 FTES)
     •   assign and monitor work and change assignments as necessary
     •   organize and prioritize work to ensure both the phone coverage and the correspondences
         timelines are met;
     •   resolve problems and develop and implement changes to procedures as required;
     •   as the correspondence specialist, develop and establish Unit operational policies, procedures,
         and work routines, and develop and maintain standard wording for letters and phone calls on
         billing enquiries and the related policy;
     •   provide advice and assistance to the systems co-ordinator on the development and
         implementation of the IVR and billing systems;
     •   interpret policy directives, ensure they are consistent with BCAS objectives, communicate to staff,
         and ensure understanding and compliance;
     •   liaise with BCAS field staff in some 200 locations throughout the province to exchange
         information, provide clarification or interpretation and related direction, resolve problems and take
         corrective action;
     •   as the correspondence specialist, respond to verbal and written requests from MLA’s;
     •   write, maintain and enhance existing training and procedure manuals related to the
         correspondence unit;
     •   deliver initial and ongoing training to the staff;
     •   evaluate training effectiveness, and adjust as required
     •   prepare statistical reports to assist in staff planning;
     •   liaise with the other Administrators in the Branch on a regular basis to discuss and resolve
         issues, provide advice and exchange information.

2.       Supervise and coordinate the work of 5.5 staff engaged in client relations with the public
     •   provide guidance and direction to staff regarding policies;
     •   provide orientation to new bargaining unit staff and conduct exit interviews for departing staff;
     •   foster a team environment by facilitating meetings for resolution of problems;
     •   establish, develop and maintain work processes that address specific administrative needs or
         activities;
     •   monitor, review and evaluate the work priorities, associated timelines and resolve work priority
         conflicts to ensure efficient and effective service delivery for both phone coverage and
         correspondence;
     •   establish and set goals, objectives, priorities and performance standards by monitoring, reviewing
         and evaluating work performance on a regular basis,
     •   conduct formal performance appraisals;
     •   investigate and resolve non-performance issues including dealing with varied and extensive inter
         personal conflicts between subordinate staff;
     •   approve or deny leaves for staff;
     •   identify staffing requirements, participate in the recruitment and selection of staff, and make
         recommendations for staffing; and
     •   identify issues and make recommendations to realize savings.
Administrative Officer N14                 Administrator,                                     Page 4 of 5
                                           Client Services


3.       Ensure security of information and integrity of data
     •   manage data security and information access;
     •   identify issues related to security, confidentially and data integrity and recommend and initiate
         changes/options/alternatives;
     •   provide information for payroll audits, billing audits, and court requirements within FOI and BCAS
         guidelines;
     •   set and maintain all data security & information access with BCAS & Ministry of Health IT
         support/Help Desk

4.       Perform other related duties
     •   Investigate requests for Remissions, receive inquiries and complaints, conduct research,
         determine solutions and recommend to Remissions Committee for approval;
     •   Resolve procedural and processing problems of a unique nature where no policy is available or
         where procedural problems are specific to a program area;
     •   Respond to call transferred from the operators;
     •   Respond to complex correspondence sent to the Adjudication and Billing Branch;
     •   Work as part of the Adjudication and Billing Management team as an expert in providing direction
         in the communications area;
     •   Write and maintain the script for the IVR phone system;

Advisory and back up role for the other Administrator positions.


EXPERIENCE, EDUCATION AND TRAINING REQUIREMENTS
Education:
   • Grade 12 plus completion of a diploma in Communications or the equivalent in related training
       and experience.
   • courses in team building, interpersonal communications, computer systems/applications
Experience:
   • extensive and recent experience in a responsible supervisory position, including direct
       supervisory experience of at least five or more positions, which includes: training development
       and delivery, conducting appraisals, managing leave, dealing with human resources issues within
       a unionized environment, and dealing with a variety of complex labour relation issues;
   • experience in both written and verbal communications;
   • monitoring and managing production and performance goals;
   • monitoring and managing ongoing access and use of a variety of computer systems/applications;
   • experience interpreting and applying regulations, policies and practices and providing expertise
       and guidance; and
   • experience in policy and program research analysis and developing recommendations.

Knowledge:
   • practical knowledge of the principles and practices of effective supervision;
   • theoretical and practical knowledge of the principles and practices of effective business practices
      and workflow design;
   • detailed knowledge of the following acts and regulations: Emergency Health Act, the Freedom of
      Information and Protection of Privacy Act, Hospital Insurance Act, Medicare Protection Act;
      Infants Act; Workers Compensation Act; Coroner’s Act; Financial Administration Act;
   • thorough knowledge of the BCGEU Master and related Component Agreements, and the CUPE
      agreement;
   • in-depth knowledge of BCAS policies, practices and procedures related to invoicing for
      ambulance services;
   • knowledge of BCAS and related computer systems and functions (Ministry of Health, MSP, etc);
   • knowledge of government policies (Core Policy and Procedures Manual);
   • knowledge of related Ministry of Health programs and policies (particularly MSP and Premium
      Assistance eligibility requirements);
   • working knowledge of MS Excel and Word;
Administrative Officer N14                 Administrator,                                      Page 5 of 5
                                           Client Services


    •   knowledge of writing policy and procedure manuals;
    •   knowledge and understanding of good training practices.

Skills and Abilities:
    • demonstrated ability to supervise and manage a work unit engaged in high volume repetitive
        work;
    • ability to schedule work, set standards and prioritise and delegate work to meet deadlines and
        urgencies;
    • demonstrated ability to anticipate and resolve labour relations problems;
    • demonstrated ability to interpret and explain legislation, regulations, policy and procedures;
    • ability to assess effectiveness of training, and to tailor training delivery to meet individual needs
    • ability to investigate, review and analyze unusual situations and determine resolution based on
        independent judgement;
    • ability to interpret and apply Collective Agreements;
    • ability to maintain professionalism while dealing with varied complex issues;
    • ability to analyze policies and/or procedures and recommend and implement improvements in
        both;
    • excellent verbal and written communication skills;
    • ability to identify computerized information and office systems needs,
    • ability to develop clear interpretations of policies based on regulation and precedent;
    • demonstrated ability to apply human resources policies and practices in a government setting;
        and
    • ability to foster team-building, to develop a cohesive, cooperative group.

								
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