MSP Document Processing Clerk Level 1
MSP Document Processing Clerk Level 1
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Job Description
About PBC Solutions:
PBC Solutions has been recognized as one of British Columbias Top Employers for 2025!
PBC Solutions Ltd. was created in 2022 as a wholly owned subsidiary of PBC Health Benefits Society (operating as Pacific Blue Cross) #1 health benefits provider in BC. Our mandate is to design transform and deliver the benefits and claims administration services offered by governments and other large organizations along with our consortium partners DXC Advanced Solutions NTT DATA and EY.
Since the spring of 2023 PBC Solutions administers and leads the transformation and digitization of Health Insurance BC Services (HIBC) on behalf of the BC Ministry of Health. HIBC Services administers medicallynecessary insured doctor and hospital services through the Medical Services Plan (MSP) and drug coverage through the PharmaCare and Fair PharmaCare programs. In the future the business will expand to additional public and private client work.
Position Summary:
This position processes applications and forms that are related to MSP enrolment that require basic knowledge of MSP processes and policies while dealing with high volumes during peak periods. This involves validating the information provided through imaging software and other resources entering it into our enrolment system as deemed appropriate by policies and procedures. Employees may be required to handle outgoing beneficiary calls.
This position is designated as a Grid 9 with an hourly range of $27.89 to $31.67.
Primary Duties
1. Process documents provided by the public.
- Validate information and documentation provided by the public reject or accept applications and requests as appropriate
- Apply the MSP/PharmaCare procedures and policies that pertain to the form/correspondence you are processing at the level of work you are assigned then update our enrolment systems accordingly
- Release (or not) personal information to 3rd Party Requesters
- Meet our KPIs(Key Performance Indicators) to provide excellent customer service.
- Correspond with the public to explain policy decisions and to seek or provide information
- Resolve escalations from other departments (Call Tickets)
- Participate in additional projects and initiatives assigned to Document Operations
- Provide intermittent peer to peer mentorship/training as required
- Work independently and find answers to questions independently prioritize flexible to change.
- Detailoriented and comfortable working in a fast paced production and goal driven environment
- 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 noncompliance of policies and procedures regardless of the cause
- 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 need
- Perform the work you are assigned within the designated targets and/or deadlines
- Report your time accurately in the appropriate system within deadlines
- Follow verification protocol and procedures
- Articulate client policies clearly neutrally and quickly
- Update enrolment systems as appropriate
- Call control; deescalate emotionally charged situations/call
- Escalate system issues
- Other duties as assigned
- High school diploma or GED equivalent required may be subject to standardized testing
- Proficiency in basic computer skills in a Windows environment including MS Office Suite and ability to operate standard office equipment
- Required minimum of one years experience in a data entry environment
- Proven experience analyzing and processing data utilizing a highlevel of attention to detail
- Preferred basic knowledge of Medical Services Plan policies and procedures
- An equivalent combination of education and experience may be considered.
- Ability to effectively communicate both verbal and written
- Knowledge of principles related to privacy and security of personal information
- Ability to analyze call controls and customer situational judgment
- Effective time management skills to effectively maintain a balanced workload.
- Ability to perform repetitive tasks
- Ability to use a computer for prolonged periods of time
- Managing diverse relationships
- Conflict management
- Flexibility
- Teamwork
- Communication
- Organization
- Time management
Whats in it for you
We offer a robust health & dental benefits plan with flexible options that will meet you and your familys needs. We also offer a Defined Benefit Pension Plan (PSPP) for all eligible employees as well as various generous paid leaves.
We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of race ethnicity gender or gender identity sexual orientation religion ability education level parental status or socioeconomic status.
PBC Solutions is an equal opportunity employer and welcomes applications from all qualified candidates.
To request an accommodation in completing this application preemployment testing interviewing or otherwise participating in the employee selection process please direct your inquiries to
Does this opportunity resonate with you
Are you seeking a work environment that will challenge you provide stretch opportunities and support your success and growth Then youve found your ideal work environment Apply today please! Wed love to talk with you to explore this opportunity further with you.
Please note if selected for this opportunity you will be required to undergo a background check in accordance with PBC Solutions policies.
We sincerely thank all candidates for their interest however only those selected to continue in the recruitment process will be contacted.
Please apply by April 22 2025 by 4:00 PM PST. An eligibility list may be established for this position.
How we work
Our Guiding Principles
Honesty We will be truthful. We will create a safe environment to communicate proactively openly and with respect. We will be transparent and genuine with our interests.
Integrity We will act consistently to do the right thing and ensure our words and actions align. Embracing opportunities and challenges we will live our shared values and vision.
Reciprocity We will strive for fair and balanced exchanges leveraging our unique strengths and resources recognizing this requires an ongoing give and take. We will win and lose as one.
Autonomy We respect and acknowledge the interests of each party. We trust each other to make decisions and act based on our diverse strengths to achieve our mutually desired outcomes.
Loyalty We will be bold brave and committed to our relationship. As partners we will advocate for one another celebrate our successes and have each others back through our challenges.
Equity We commit to a balanced partnership. We will make decisions and act based on a fair assessment of capabilities risks constraints and opportunities to achieve mutual success.
Our Intended Behaviours
Communication We actively communicate in a timely open respectful and responsive manner with the intent to gain understanding and find solutions.
Flexibility We will be agile adaptable and creative to enable responsive service delivery and embrace challenges and change with an openminded and positive attitude.
Perspective We seek to understand interests assumptions actions and diverse backgrounds by actively sharing and exploring all points of view.
Focus We will use our Shared Vision as our North Star to evaluate prioritize and deliver successful results.
Trust & Confidence We lead with trust. We consistently behave in ways that earn and inspire confidence by being credible reliable and transparent even when vulnerable.
Feedback No surprises. We will maintain a strong relationship through timely purposeful feedback in a safe respectful and collaborative environment.
Solutionoriented We see possibilities rather than limitations. We use our diverse capabilities to develop options to resolve our challenges.
Employment Type
Full Time
