PBC Solutions is looking to fill a fulltime regular HIBC Correspondence Liaison!

About PBC Solutions:
PBC Solutions has been recognized as one of British Columbia's 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 medically-necessary 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:
The Correspondence Liaison Officer researches and resolves public complaints, formal HIBC policy appeals & complaints, and other complex and sensitive situations related to HIBC policy. In order to do this, the Liaison Officer corresponds with a variety of stakeholders, accesses multiple sources of information, and applies an extensive knowledge of HIBC policies. The Liaison Officer investigates enquiries - from the general public, the Health Insurance BC Program Office, Ministry of Health and other Government agencies - which require extremely high levels of privacy adherence, independence, accuracy and professionalism. Being a single point of contact, the Liaison Officer must be able to work independently and make sound decisions based on policy and on the information gathered. The Liaison Officer may need to seek input from senior policy advisors and must adhere to several Acts including, but not limited to, the Medicare Protection Act, Medical and Healthcare Services Regulation, Canada Health Act, Freedom of Information and Protection of Privacy Act and the Interprovincial Eligibility and Portability Agreement.

The Liaison Officer mitigates potential escalations to the Ministry of Health and the Office of the Premier and works to mitigate potential media exposure. An additional key component is the Liaison Officer’s ability to simultaneously handle potentially upset clients and alleviate stressful situations.

This position is designated as a Grid level 16, with a hourly range of $34.13 - $38.89 per hour.

Primary Duties:

• Research and resolve formal public complaints, appeals and complex requests in accordance with the targets set and the applicable Service Level Objective while providing excellent customer service. In addition, be cognizant of how time sensitive some issues can be, considering the urgency/risk to the program areas and to the Ministry of Health if not resolved in timely manner.
• Provide support and resolve formal escalations from various entities such as Premier’s Office, MLA’s Office, Ombudsperson, Ministry of Health, plus many other entities.
• Process highly sensitive documents & request from areas such as witness protection, undercover police, and special divisions of the RCMP.
• The Correspondence Liaison Officer acts as a SME to many areas within HIBC and impacted parties to provide assistance, information and support to enhance a greater understanding of policies and procedures.
• Understand and comply with PBC Solutions, legislated and client policies and work procedures accurately, 98% of the time to meet our Quality Service Level Requirement and to provide excellent customer service.
• Adhere to your work commitment and daily schedule 95% of the time so that PBC Solutions can meet its business goals efficiently and reliably.
• Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment Ability to de-escalate client

Required Education and Experience:

• High school diploma or GED equivalent required, may be subject to standardized testing
• A minimum of two or more years of on-the-job experience as an Enrolment Specialist with PBCS.
• Must have expert oral and written skills
• Strong research, analytical, and attention to detail skills
• Proficiency in basic computer skills and ability to operate standard office equipment
• Expert knowledge of HIBC policies is required
• Broad-based and growing knowledge of the Medicare Protection Act, Medical and Healthcare Services Regulation, Canada Health Act , Freedom of Information and Protection of Privacy Act and Interprovincial Eligibility and Portability Agreement.
• Understand the Principles of
  o    Call control and customer situational judgment
  o    Conflict management
  o    Customer service
  o    Plain language communication
  o    Professional, pro-social inter-relations
  o    Privacy and security of personal information

Core Competencies:
Research and resolve public complaints.

• Examine, investigate, and respond to complaints/requests initiated by public, providers, Ministry of Health, other government agencies
• Detailed review of the file and account history to determine the circumstances leading to the complaint
• Correspond with public/providers/agencies to explain policy decisions and to seek/provide information
• Reject, adjust, recommend or formulate a reasonable resolution
• Update our Enrolment systems following the completion of investigations of residency and eligibility issues
• Process complex residency and eligibility issues in liaison with the Ministry of Health Investigations Unit
• Provide advice and support for the MOH Investigations unit
• Respond to urgent requests for patient coverage from Health Info Line and Health Authorities
• Establish coverage and resolve any medical billing issues for prisoners and parolees
• Establish coverage for persons under Witness Protection or undercover police/RCMP/ Canadian Security Intelligence Service (CSIS)
• Establish coverage for persons who have changed their identity due to domestic violence
• Deal with all stakeholders regarding HIBC policy, procedure and obligation

Understand and comply with policies/procedures set by HIBC, 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
• Utilize designated channels and systems for making recommendations, communicating, reporting, etc.

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
• Participate in meetings and collaborations with good intent

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 June 24, 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 other’s 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 open-minded 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.   

Solution-oriented – We see possibilities rather than limitations.  We use our diverse capabilities to develop options to resolve our challenges.