Apply By: Wednesday, November 29, 2023 11:59 pm EST
Competition Status: Position Filled

Approximately 325 individuals applied for this opportunity.

We have completed the recruitment process and successfully hired the top candidate into the position.

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Helpdesk Agent

Job ID:
208013
Organization:
Ministry of Health
Division:
Ontario Health Insurance Plan Division/Claims Services Branch
City:
Kingston
Position(s) language:
English
Job term:
4 Temporary assignment/contracts (2 up to 12 months & 2 up to 6 months all with possibility of extension)
Job code:
09OAD - Office Administration 09
Salary:
$26.41 - $30.78 Per hour*
*Indicates the salary listed as per the OPSEU Collective Agreement.

The Claims Services Branch, Ministry of Health, is looking for a motivated individual to provide customer service to external clients for a variety of programs and systems.

How we support diversity, inclusion and accessibility

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.

About the job

In this role you will:

• Respond to and log Tier2 and Tier3 phone calls covering a broad range of inquiries from medical professionals by following the guidelines, policies and processes of the Operational Support Stream.
• Assist clients with submissions of electronic claims and complex claims issues while escalating where appropriate.
• Be part of a highly dynamic team transforming Health Service Delivery for our clients.
•Treat health information as highly confidential.

What you bring to the team

Interpersonal and Teamwork Skills:

• Demonstrated customer service and interpersonal skills to apply effective telephone techniques, customer service principles and quality standards when dealing with inquiries.
• Ability to maintain confidentiality with information of a sensitive and confidential nature.
• Demonstrated experience working effectively in a team environment.

Communication Skills:

• Oral communication skills to elicit information and provide guidance to clients when responding to inquiries clearly and concisely.
• Written communication skills to document problem tickets or corresponding with internal clients.

Analytical and Judgement Skills:

• Knowledge of research and information gathering methods, techniques and tools to access relevant and accurate information.
• Demonstrated ability to use judgment to resolve customer issues, identify anomalies and the need to escalate.

Organizational and Multi-tasking Skills:

• Organizational and multi-tasking skills to plan, prioritize and coordinate work activities.
• Ability to complete work within acceptable timeframes within a high volume environment.

Computer and Mathematical Skills:

• Computer proficiency with software, word processing, e-mail, spreadsheets, databases and internet applications.
• Demonstrated mathematical skills to assist with payment inquiries and discrepancies.

Additional information:

Apply by:
Wednesday, November 29, 2023 11:59 pm EST
Position details:
  • 2 English Temporary, duration up to 12 months, 49 Place D'Armes, Kingston, East Region, Criminal Record Check
  • 2 English Temporary, duration up to 6 months, 49 Place D'Armes, Kingston, East Region, Criminal Record Check
Compensation group:
Ontario Public Service Employees Union
Work hours:
Category:
Administrative and Support Services
Posted on:
Wednesday, November 15, 2023

Note:

  • In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.

    Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Corporate Talent Programs Branch, Talent and Leadership Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.

    A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.
  • N-HL-208013/23(4)


Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.


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