Job Specifications
Why eHealth?
We may be biased, but eHealth Saskatchewan is the place to be right now! We are a Treasury Board Crown Corporation that focuses on digital technologies to enable, support, and enhance high quality health services across the entire province. There is no greater job satisfaction than knowing the work you do is directly related to saving a life or bringing a new one into the world. Although we may not be front facing with patient care, we have a huge role in maintaining and improving IT systems and supporting health care providers and teams throughout Saskatchewan in delivering the best possible care to patients, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals and diagnostics. Additional programs and services that support patient care and information include Virtual Care, MySaskHealthRecord, the Provincial Electronic Health Record, Health Registries (eligibility for health services/distribution of health cards) and vital event records.
Our vision is "Connected healthcare, accessible to everyone, everywhere" with a mission to "Collaborate to transform healthcare through the use of information and innovative technology". It is a complex environment, constantly evolving and quick to change as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.
About The Role
Reporting to the Assistant Manager, Registries, the Registries Quality Assurance Representative plays a key role in maintaining service excellence within the Registries and Vital Statistics division. Acting as a subject matter expert in PHRS and Vitalware, this position is responsible for monitoring the quality and accuracy of completed work items of the production unit. This work may include legal changes of name, amendments, and the first-time approval of health coverage for Saskatchewan residents. The successful candidate will ensure staff deliver exceptional service in compliance with legislation and internal policies, procedures and standard work.
This role involves daily work audits, coaching, feedback, and reporting, along with collaborating closely with internal teams to ensure continuous improvement and compliance. It's an excellent opportunity for someone with strong attention to detail, deep knowledge of vital statistics, health registration, and Newborn Notification system legislature and processes, and a passion for quality assurance and staff development.
Typical daily duties
The responsibilities of this position include, but are not limited to, the following key duties:
Monitor in-person and remote customer interactions; evaluate service quality and accuracy of information entered.
Review and audit completed work to ensure compliance with policies, procedures, and applicable legislation.
Deliver constructive feedback and coaching to representatives and follow up on corrections as needed.
Identify training needs through regular monitoring and support the development of customized training solutions.
Develop and maintain reports to track quality metrics, trends, and training effectiveness.
Engage directly with clients to collect feedback and resolve outstanding service issues when necessary.
Ensure internal policies and procedures are up-to-date; suggest changes where improvements are identified.
Escalate recurring issues or policy breaches to management for appropriate action.
Assist representatives with complex client scenarios, ensuring consistent application of legislation and high service standards.
What We Are Looking For
The knowledge and skills required for this position would be attained through the completion of a post-secondary education (2-year certificate or diploma) in Business Administration, Health Information Management (HIM), Education, or Office Administration and a minimum 1 year of experience using PHRS and Vitalware, or equivalent of experience performing the work duties of the Registries department, call center or customer service environment.
Proficiency with Microsoft Office 365 (Excel, Word, Outlook) and familiarity with call center tools such as Finesse.
General knowledge of IT systems and registries business tools.
Strong analytical, communication, and coaching skills.
Ability to interpret complex legislative and procedural content for staff and the public.
Collaborative mindset with strong facilitation and organizational abilities.
Comfortable providing feedback and performance guidance to a wide range of staff.
Demonstrated experience in coaching, training, or quality assurance is a strong asset.
Expert understanding of relevant legislation, including:
Vital Statistics Act & Regulations
Legal Change of Name Act & Regulations
Freedom of Information and Protection of Privacy Act and Regulations
Health Information Protection Act and Regulations
Medical Care Insurance Beneficiary & Administration Regulations
Competencies
Attention to Detail
Ability to thoroughly review work an