Health Services NB Hiring for Customer Support Representative (NBHL) at Fredericton, NB Full Time

Competition # PC22013, Full Time Permanent, Zone 3 – Fredericton Region

Closing date: December 7, 2022

JOB SUMMARY

NB Health Link (NBHL) leverages technological solutions and innovative clinical delivery models to provide access to primary care services either virtually or in person based on the unique needs of the patients.

Reporting to the Manager, the Customer Support representative is part of the NB Health Link team. The Customer Support Representative is the first point of contact of the Program and support the onboarding and orientation of new and existing patients of the Program.

ROLES AND RESPONSIBILITIES

The NBHL Customer Support Representative will provide administrative support services to the NBHL program. Duties include but are not limited to:

• Answer incoming calls and web inquiries from new and existing Program patients;
• Validate caller’s eligibility to the Program;
• Provide general program information and answer questions regarding the Program;
• When required, transfer the caller to the Nursing triage team;
• Attend to voice messages;
• Provide patients with information and orientation material by mail or email;
• Schedule medical appointments on behalf of the patient and providers;
• Send and receive information to and from patients and other caregivers;
• Manage the call queue with decision support software and in accordance with established policy;
• Practice within the scope, process and policy framework of the program and the role defined for administrative support.
• Other responsibilities as required by the program.

Any candidate not currently employed in the New Brunswick Public Service will need to provide proof of full vaccination against COVID-19, or a valid medical certificate exempting them from the vaccine. Unvaccinated employees will be required to follow all workplace mitigation measures determined by the Employer, based on Public Heath guidance.

REQUIRED QUALIFICATIONS AND OTHER JOB REQUIREMENTS:

• High school graduation plus an administrative support program of over one year and up to two years or equivalent, which includes medical terminology courses.
• Experience working in a contact center environment and managing shared work queues.
• Minimum three years related experience working in an office environment, preferably with experience in the health care industry.
• Strong computer and telecommunication skills
• Strong computer skills using a variety of Microsoft Office software products as well as the Internet and scheduling software;
• Well organized with the ability to prioritize workload in a fast-paced environment;
• Advanced ability to establish rapport through telephone contact;
• Self-motivated team player and able to work independently;
• Excellent typing and proof-reading skills with high attention to detail;
• Excellent communication skills both oral and written;

• Comfortable working to a schedule with demanding turn-around times;
• Ability to work in a remote working environment;
• Bilingualism is required for this position, speaking and writing.

We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.

EM/ANB Inc. is committed to the principle of equal opportunity in its employment practices and to providing an environment free from discrimination and harassment for all employees.