Maximus Hiring for Customer Service Representative, PharmaCare Help Desk at Victoria, BC Full Time

Company Profile:
Maximus Canada is an industry leader in the provisioning of products and services to support the delivery of government services in North America and internationally. With operations across Canada and around the globe, Maximus provides innovative, practical and meaningful solutions to help government programs and services function more effectively and efficiently.

We are constantly assessing new technology, processes and methods of delivering services to the citizens of Canada. With our expertise in program information management, claims processing, contact centre services, document processing and information technology, we are positioned for significant growth.

Maximus Canada offers competitive market-based salaries, comprehensive employer-paid benefits and a defined-benefit pension plan or a Group RSP with employer-matching contributions, for eligible employees. Our people also get some great perks too, such as employee appreciation events throughout the year, along with a supportive results-oriented work environment.

Maximus Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Job Description:
Department Summary

Service BC is a citizen centric front-line support service administered by MAXIMUS Canada to assist residents and visitors to the province with information on the hundreds of programs and services the government offers.

The strategic focus of Service BC is continual modernization and channel and service expansion to ensure citizens are able to access services from a single source in the format they choose.

Service BC has leveraged industry best practices and introduced leading edge technology to become a leader in its sector. A recent recipient of the Benchmark Portal Centre of Excellence designation and winner of the 2019 Service to the Citizen Award in the international category, through the US Service to the Citizen Awards program that recognizes excellence in public service delivery.

Key Responsibilities

Pharmacare Help Desk CSRs spend their day answering calls from the general public who have questions related to our provincial pharmaceutical system – PharmaCare. Our telephone system queues and monitors thousands of calls per month, therefore CSRs are expected to meet call handling targets.

CSRs are required to learn and use a variety of computer applications. They are also required to understand a large volume of policies, to explain them accurately, and to comply with them.

As the “face” of Service BC, CSRs will handle all calls pleasantly and professionally, even those that are more difficult in nature. Depending on the work shift and business need, this position also processes pharmaceutical claims that are mailed in.

Answer and complete public and provider calls within 2:25 minutes to meet our Average Speed of less than 2 minutes

Understand and comply to MAXIMUS Canada, legislated and client policies and work procedures accurately, 95% of the time to meet our Quality SLR and to provide excellent customer service

Adhere to your work commitment and daily schedule 95% of the time so that MAXIMUS Canada can meet its business goals efficiently and reliably

Manage your interactions with callers and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment

Education and Experience

High school diploma or GED equivalent, required, may be subject to standardized testing

Proficient knowledge of MS Office, Outlook, ability to operate standard office equipment

Call centre experience preferred

Must be able to work alone

Pharmacare Registration Desk experience preferred

Understand the Principles of

Call control and customer situational judgment

Customer service

Excellent and professional verbal & written communication skills

Professional, pro-social inter-relations

Privacy and security of personal information

Knowledge, Skills and Abilities

Systems Use (B=basic I=intermediate A=advanced, E=expert)

MS Office Suite: I

MaxPath: B

Verint: B

Cisco: I

MaxImage: I

RAPID: I

Client Registry: B

Answer public calls

Verify callers and validate the information they provide

Articulate PharmaCare program policies and procedures clearly, neutrally, and quickly

Review account information and drug history to determine the correct response to a caller’s enquiry

Calculate deductible amounts

Assist callers in the use of and in submitting applications/documentation/claims

Control calls

Resolve transfers from other departments

Track completed calls in CCA

Perform repetitive tasks and answer repetitive questions

Use a computer for long periods of time

Process documents provided by the public and providers

Validate information and documentation provided by the public and providers, reject or accept applications and requests, as appropriate

Apply the HIBC policies that pertain to the form/correspondence you are processing, at the level of work you are assigned, then update our IT systems accordingly

Release (or not) personal information to 3rd Party Requesters

Correspond with public/providers to explain policy decisions and to seek or provide information

Understand and comply to policies/procedures set by MAXIMUS Canada, legislation and our clients

Comply to all regulations, policies and procedures, with minimal intervention

Learn new policies, procedures and computer applications within designated timelines

Escalate work or issues that are beyond the level you are assigned

Report non-compliance of policies and procedures, regardless of the cause

Adhere to your work commitment and daily schedule

Manage personal time with minimal impact to work time

Track, update and adhere to schedules

Request changes to your schedule as soon as you are aware of them, and with consideration of our planning needs

Perform the work you are assigned within the designated targets and/or deadlines

Report your time accurately, in the appropriate system, within deadlines

Manage your interactions with callers, clients and colleagues

Articulate concerns, ideas and opinions in a professional manner

De-escalate emotionally charged situations/calls

Utilize pro-social skills (using manners, negotiation, problem solving, smiling, etc.)

Participate in meetings and collaborations with good intent

This Profile includes all the Core Technical and Knowledge competencies listed above, and the following:

Interpersonal Competencies

Relating Skills

approachability

interpersonal savvy

Managing Diverse Relationships

boss relationships

customer focus

peer relationships

Being Open and Receptive

composure

listening

patience

Demonstrating Personal Flexibility

self-development

self-knowledge

Keeping On Point

timely decision making

priority setting

Business Competencies

Getting Organized

organizing

time management

Communicating Effectively

written communications

Additional Information:
In & Out of Service

We will be accepting applications until 11:59pm (PST) on July 29, 2022.

New hires will start at a probationary rate of $24.52 up to 913 hours worked.

An eligibility list may be established for this role.

This is an auxiliary position working as and when required.

Please note this position is headquartered in Victoria British Columbia and is restricted to the geographic location within the 32-kilometer radius of the GVRD or CRD. This position is currently being performed remotely on an interim bases due to COVID-19. Please take this into consideration when accepting this position.

Please note that while all applications are appreciated, only those candidates selected for interview will be contacted.