Role Responsibilities

We are looking for collaborative, agile, solutions focused individuals with strong communication skills and a strong service orientation. If that describes you, please read on!

Do you have a passion for offering excellent customer service while dealing directly with the public - responding and resolving issues in a courteous and timely manner? Do you enjoy working in a fast-paced call Centre environment? If yes, we have an incredible career opportunity for you!

The Service Alberta Health Contact Centre (SAHCC) service responds to over 300,000 calls and 6,000 emails per year from Albertans requiring information, problem resolution, eligibility determinations, referrals and other assistance qualifying for and accessing Alberta Health Care (AHC) services.

Reporting to the Team Lead, the Information Officer is primarily responsible for providing courteous, timely and accurate information or advice to callers regarding legislation and associated programs. Information to callers include guidance on avenues available; legislative controls related to their concerns; and referrals to other government departments and outside agencies.

In this position your main responsibilities will include providing full and accurate information services to callers via the telephone regarding all aspects of health legislation and related programs.

To be successful in this role you will need to demonstrate:

• Excellent written and verbal communication skills.
• Strong and creative problem-solving skills.
• The ability/willingness to work in a fast-paced challenging team environment, multi-task, and be self-directed while maintaining a high level of productivity and quality.
• The ability to function independently.
• The ability to contribute collaboratively and effectively within a team environment with minimal supervision and a high degree of personal accountability and professionalism.
• The ability to comprehend and interpret legislative issues and relay information in understandable terms to clients.
• Familiarity with programs administered by other government departments and agencies.
• The ability to use appropriate telephone techniques, professionalism, and good judgment in the handling of calls regarding complex, multifaceted, politically sensitive, and high priority complaints.

The is provided for Further details on this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

Below is the list of critical competencies required for this role

• Agility - Must be able to anticipate, assess, and readily adapt to changing priorities, maintain resilience, and work effectively in changing environments.
• Drive for Results - Sets goals and prioritizes work to accomplish them. Follows through on duties and tasks and reports on progress.
• Develop Networks - Proactively builds networks, foster connections, and establishes trust in relationships with diverse stakeholders.
• Systems Thinking - Understands how work contributes to the achievement of departmental goals. Anticipates changes in own area based on activities in other areas.
• Creative Problem Solving - Have the ability to assess options and implications in new ways to achieve outcomes and solutions.
• Build Collaborative Environment - Leads and contributes to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.
• Develop Self and Others - A commitment to lifelong learning and the desire to invest in the development of the long-term capability of yourself and others.

Qualifications

Requirements:

• High school diploma and three (3) years of related experience, such as retail, service industry, and call center environment
• Equivalency: Directly related experience or education considered on the basis of: one year of experience for one year of education or one year of education for one year of experience.
• A cover letter is required along with your application. In your cover letter, please briefly summarize
  • How your professional and/or academic background relates to this role, including your direct and transferable expertise and skills, and
  • Reason(s) for your interest in this role.
• Applications without a cover letter will not be considered. Cover letters will be used to evaluate your written communication skills. Cover letters will also be assessed for conciseness, accuracy, and grammar as part of the screening process.

Preference will be given to the applicants who have:

• Experience working with Microsoft Office (Outlook, Word and Excel)
• Experience with CXone, Reflections, and ServiceNow or similar computer programs.
• Experience with of Acts, Legislation and Agreement including but not limited to POPA Act and appropriate regulations.

Minimum Recruitment Standards outline the minimum education and experience required for appointment to a job classification.

Notes

Hours of work Monday - Friday, 8:15 am - 4:30 pm (36.25/week)

Positions Currently available Two (2) permanent positions are available.

This job posting might be used to fill similar opportunities in the future as well.

Location This opportunity is located at Terrace Building, 9515 107 Street NW, Edmonton.

Final candidates will be asked to undergo a security screening.

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Links and information on what we have to offer

• Working for the Alberta Public Service
• Public Service Pension Plan (PSPP)
• Alberta Public Service Benefit Information
• Professional learning and development
• Research Alberta Public Service Careers tool
• Positive workplace culture and work-life balance.