Job Description

In accordance with the Vision, Purpose, and Values, and strategic direction of the Island Health (Vancouver Island Health Authority) patient and staff safety is a priority and a responsibility shared by everyone; as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Reporting to the Coordinator, HR Access, the Customer Service Representative (CSR), HR Access is responsible for providing telephone and online support to managers, staff and the general public regarding a range of routine and transactional Human Resource Payroll, Timekeeping, Employee Records, Payroll Leave, Benefits, Staff Scheduling and general employment queries. The CSR directs client inquiries to the appropriate department when required and provides basic contract interpretation and advice.

The CSR, HR Access ensures a fully integrated, high quality, confidential and effective service is provided, meeting daily operational and pay day objectives and deadlines in an efficient and timely manner. Makes recommendations for further process improvements and performs other related administrative duties as required.

QUALIFICATIONS:Education, Training And Experience

A level of education, training and experience equivalent to a Diploma in Business, Finance, Payroll, Administration, Human Resources or a related discipline. One (1) to two (2) years' recent related experience preferably in a complex healthcare setting and/or Call Centre setting.

Skills And Abilities

• Proven interpersonal and telephone handling skills including a professional attitude and excellent oral and written communication skills, tact and ability to deal with difficult clients.
• Demonstrated ability to operate related equipment and office software such as MS Office (including Word, Excel, Access, Outlook, HRIS, Internet Explorer, SharePoint sites and various search engines.
• Proven interpersonal and telephone handling skills including a professional attitude and excellent oral and written communication skills, tact and ability to deal with difficult clients.
• Ability to work successfully within a team environment and foster a positive work culture.
• Knowledge of employee life events (new hires, position transfers, benefits, retirement, terminations) in a multi-site, multi-union organization applying public sector collective agreements.
• Strong computer and keyboarding skills and extensive knowledge of the following applications:
• HRIS (Human Resource Information System)
• Database and Web-based applications
• Complex call centre phone system
• Excellent client relation skills including strong written and verbal communication skills and solution seeking approaches to problem solving.
• Excellent customer service and communication skills including the ability to establish and maintain effective working relationships with all levels of staff, the general public and external agencies.
• Ability to set and maintain priorities, meet deadlines; strong multi-tasking skills, and be results oriented.
• Ability to act with tact and diplomacy under the work pressures of time and pace with emotional stability.
• Ability to deal with personal and confidential matters appropriately.
• Ability to multi-task and prioritize workload in a large fast-paced, multi-union high volume environment,
• Ability to work efficiently with limited supervision in a team environment.
• Excellent keyboarding and numeric skills.
• Proven analytical skills with attention to detail.
• Physical ability to carry out the duties of the position and to sit for long periods of time in a Call Centre environment.

Link To Full Job Description

https://jd.viha.ca/JD2811.pdf