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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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