PBC Solutions is looking for a Regular Full-Time Document Processing Support Clerk!

Position Summary    

The position contributes to maintaining the integrity of beneficiary accounts by processing MSP application exception reports to determine root causes of errors, verify the correct information and update the system(s) to ensure all MSP beneficiaries have a unique identifier and their account/medical data is attributed correctly. This role involves communicating directly with beneficiaries through MSP Enquiry tickets, ensuring timely and accurate responses to questions and concerns. The position also handles email correspondence with interested parties and collaborates closely with employers and specialized partner groups—including First Nations Health Authority (FNHA), Ministry of Social Development and Poverty Reduction (SDPR), and Ministry of Children and Families (CFD)—to support program administration, address complex inquiries, and maintain strong inter‑agency relationships.

This position is designated as a Grid level 11, with an hourly range of of $29.54 - $33.56. 

Key Accountabilities:

• Reviews, analyzes and investigates exception reports to determine root causes of errors to MSP beneficiary applications, determines solution(s).
• Validate information and documentation provided in the request.
• Investigate the root cause of the issue, then determine an appropriate solution.
• Apply HIBC policies that pertain to the requested update.
• Collaborate with government agencies to determine the status of beneficiary accounts.
• Correspond with public to explain policy decisions and to seek or provide information.
• Release personal information to 3rd Party Requesters as per the established processes and policies.
• Resolve escalations from other departments (Call Tickets).
• Process Personal Health Numbers (PHNs) with conflicting information.
• Conduct audits to ensure data quality and integrity.
• Investigate and resolve issues related to MSP coverage, BC Services Cards (BCSC), and PHNs.
• Manage and process information provided from a variety of scheduled exception reports.
• Provide accurate, professional responses to email enquiries from a variety of interested parties through specific inboxes.
• Process documents received by special groups and beneficiaries that are time-sensitive.
• Other duties as assigned. 

Required Education and Experience:

• High school diploma or GED equivalent; may be subject to standardized testing.
• Two years' experience in a data entry environment.
• Proven track record of analyzing and processing data with exceptional accuracy and attention to detail.
• An equivalent combination of education and experience may be considered.

Preferred Qualifications:

• Intermediate knowledge of Medical Services Plan policies and procedures.
• Minimum one year of experience in a Document Processing Level 1 role.
• Developed understanding of privacy and security related to personal information.

Knowledge, Skills, and Abilities:

• Proficiency in computer skills in a Windows environment including MS Office Suite; ability to operate standard office equipment.
• Analytical skills to solve problems effectively.
• Knowledge of the principles related to privacy and security of personal information.

Behavioural Competencies: 

• Collaborative: Works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others to achieve the best output possible.
• Communicative:  Genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders.
• Customer Focus:  Takes time to analyze and understand the needs of both internal and external customers. Asks for feedback and incorporates into products and services. Ensures the customer experience is a key requirement in the design and development of all products and services.
• Emotionally Intelligent:  Demonstrates self-awareness in identifying their emotions, understanding triggers, and choosing their behavior. Recognizes when their own biases may be impacting their decisions. Seeks to understand and empathize with others’ emotions, needs, and perspectives to guide their interactions.
• Decision Making and Problem Solving: Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision.

What's in it for you?

We offer a robust health & dental benefits plan, with flexible options that will meet you and your family's 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, pre-employment testing, interviewing or otherwise participating in the employee selection process, please direct your inquiries to hr@pbcsolutions.ca 

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 you've found your ideal work environment - Apply today please! We'd 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 May 1, 2026 by 4:00 PM PST. An eligibility list may be established for this position.