Representative, Incident Reporting & Claims

Salary
The salary range for this position is CAD $29.88 - $39.22 / hour
Job Summary

We are hiring a Temp Full-Time Representative, Incident Reporting & Claims to join our team in Surrey, B.C.

We invite you to apply today and find out why employees recommend Fraser Health to their friends as an exceptional place to work. We are committed to planetary health, we value diversity in the work force and seek to maintain an environment of Respect, Caring and Trust.

A career with Fraser Health will offer you the opportunity to be a part of a dedicated team of professionals in a dynamic and rewarding health care environment. We offer a competitive compensation and benefit package, including comprehensive health benefits coverage.

Important to know
Before we can finalize any offer of employment, you must:

• Confirm you are legally entitled to work in Canada
  

Take the next step and apply so we can continue the conversation with you.

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Detailed Overview

Supporting the Vision, Values, Purpose and Commitments of Fraser Health:

On behalf of the Health Authorities of BC (FHA, VIHA, VCH, PHSA, PHC, BCCSS, NHA, IHA), the Representative, Employer Incident Reporting and Claims, provides effective WorkSafeBC (WSBC) claims management and administrative support for the WSBC Claims process on behalf of the customers of the Provincial Workplace Health Call Centre in compliance with WSBC regulations. Supports injury and/or exposure claims administration to employees, managers, and Human Resources staff at each of the Health Authorities by assessing customer needs and adhering to Workplace Health/Human Resources policies, procedures and relevant collective agreement provisions. Acts on behalf of the Health Authorities to evaluate, determine and decide which claims should be protested. Liaises with WorkSafeBC to reconcile claims issues and with local Health Authority representatives regarding their claims position on protested difficult cases. Acts as the Employer's Representative when electronically filing appeal submissions to the Review Division or WCAT at WSBC. This centralized service centre processes high volumes of claims and appeals on behalf of the employer groups served under a Provincial Participation Agreement.

Responsibilities

1. Implements WSBC claims processes to ensure the effective and efficient management of WSBC claims within the initial phase of the claim cycle for each Health Authority.
2. Performs phone interviews to capture details of workplace incidents from employees and managers, collecting required information to initiate employee incident exposure report; reviews incident information to assess employer liability and apply protest on behalf of the employer(s) on the WorkSafeBC Form 7 Employer's Report; and submit employers' claims reports according to WSBC policy and regulations. Documents all interactions and call recordings with Employees and Managers in the Employee Health Record in the WHITE system.
3. Accesses WorkSafeBC Employer Portal Accounts to review confidential WorkSafeBC claim status letters on behalf of the Health Authorities. Reviews and processes Employer Form 7 requests received from WorkSafeBC via individual Employer Portal Accounts for each Health Authority.
4. Liaises with Health Authority representatives and WorkSafeBC during the initial stages of the claim to verify details such as claims status, reconcile duplicate claims filed, and update the employer's position regarding WorkSafeBC requests to change protests made on claims.
5. Receives and reviews decision letters from WSBC and determines whether the employer will proceed with appeals for relief of cost and/or claims acceptance by submitting appeal requests with justification for appeal to WSBC's Reviews Division or WCAT.
6. Acts as a contact for internal and external WSBC claims inquires; refers to appropriate team member when necessary.
7. Regularly reviews WorkSafeBC regulations and policy for changes impacting department processes related to claims, appeals and protest criteria. Reviews and determines whether department policies and procedures are consistent with the Workers Compensation Act.
8. Liaises with WorksafeBC to develop employer reporting processes for WorksafeBC Employer Claims reporting on behalf of all Health Authorities.
9. Responsible for developing and maintaining a claims reference manual for the department to assist in determining when and how to apply various protests to claims that meet the outlined criteria for protesting.
10. Works in conjunction with WorksafeBC and Employer Appeal representatives to ensure Call Centre Assistants are meeting employer's requirements for appropriate protesting of the WorkSafeBC Employer's Report (Form 7) on behalf of all Health Authorities.
11. Represents the interests of the department at assigned meetings and committees with WorkSafeBC and Health Authority representatives.
12. Compiles, analyses and maintains statistical data; produces and distributes summaries and reports as
    required.
13. Responsible for performance Call Centre Metrics, Agent Statistics, Error Reports and Work Activity Tracking for managing personal work performance.
14. Provides orientation to new hires as directed by the Leader, Incident Reporting & Claims.
15. Provides support coverage for the Leader, Incident Reporting & Claims when away as required.
16. Performs a variety of administrative duties using various software application programs and maintains efficient electronic filing systems to fulfill required needs.

Qualifications
Education and Experience
Grade 12 plus 1 year relevant post-secondary coursework such as Occupational Health & Safety, Disability Management, Claims Management, Human Resources or equivalent work-related experience. Contact Centre and Leadership training or experience is an asset.
Competencies

Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring and Courageous and creates the conditions for people to succeed.

Professional/Technical Capabilities

• Proficiency in use of personal computers and related software applications including: Outlook, Word, Excel,
  Visio, Contact Centre Applications, Custom Databases
• Knowledge of claims management human resource practices
• Ability to plan, organize and prioritize work.
• Ability to respect the confidential nature of the services provided and information gathered.
• Demonstrated skills using large employee HR and payroll databases such as MEDITECH.
• Demonstrated skills in providing customer service.
• Ability to work independently and as part of a team.
• Ability to transcribe detail reports with a high degree of accuracy
• Ability to type 60 wpm.
• Ability to work in a fast paced, high volume environment
• Demonstrated business communication skills including a high level of accuracy with spelling and grammar
• Physical ability to perform the duties of the position.

About Fraser Health

Fraser Health is the heart of health care for over two million people in Metro Vancouver and the Fraser Valley in British Columbia, Canada, on the traditional, ancestral and unceded lands of the Coast Salish and Nlaka’pamux Nations and is home to 32 First Nations within the Fraser Salish region.

People - those we care for and those who care for them - are at the heart of everything we do. Our hospital and community-based services are delivered by a team of 50,000+ staff, medical staff and volunteers.

We are committed to planetary health and value diversity in the work force. We strive to maintain an environment of respect, caring and trust. Fraser Health’s hiring practices aspire to ensure all individuals are treated in an inclusive, equitable and culturally safe manner.

Together, we are the heart of health care.

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