College Services Representative, Communications and Public Affairs

College Services Representative, Communications and Public Affairs

Full-time, contract (12 months)

British Columbians are passionate about their health care. The College of Physicians and Surgeons of BC (CPSBC) is part of a complex health‑care delivery system that is often challenging to navigate.

Are you looking for a fresh start in your career with a top employer? Join a dynamic high‑performing team as one of CPSBC’s front‑line communicators. As a first point of contact, college services representatives (CSRs) play a critical role in CPSBC’s public service function, responsible for the professional handling of all initial telephone and email inquiries from the public, registrants (BC physicians and surgeons), lawyers, government and other organizations.

By communicating CPSBC standards, guidelines and processes, CSRs aim to achieve first‑contact resolution and deliver a high standard of service excellence. CSRs respond to a multitude of requests for information about CSPBC with a high level of accuracy, timeliness, professionalism, maturity and empathy. They also provide administrative and project support to the communications and public affairs department.

This position reports to the lead, contact centre.

Duties include but are not limited to the following:

• maintain a high standard of service excellence, exhibiting maturity and empathy at all times
• receive and respond to 100 or more calls daily, numerous emails, letters and voicemails from registrants, the public, and other organizations in a timely, accurate and professional manner
  • apply critical thinking to assist in emotionally charged interactions
  • display a positive, caring, firm, direct manner, maintaining composure at all times
  • exercise call management by using effective questioning techniques and directive statements to assist in deciphering the situation
  • troubleshoot to assist the public and registrants with available health‑related resources
  • research information from multiple online resources and answer questions on a variety of subjects, including CPSBC standards, guidelines, processes and legislation
  • provide support to registrants during their annual licence renewal process
  • monitor and maintain accurate records of calls, emails and voicemails to assist in identifying trends and areas of improvement for the department
  • meet the department’s goal of a first‑contact resolution point and only transfer calls when required
• provide administrative and project support to the communications and public affairs department with a high level of accuracy and efficiency, and in accordance with the department’s editorial and document standards
  • process medical directory requests
  • follow up with registrants’ offices to ensure profile and contact information is current
• assist with maintaining a comprehensive resource manual for CSR orientation and ongoing training purposes
• other duties as assigned

Required skills and qualifications include:

• completion of bachelor’s degree is preferred; a post‑secondary level qualification is required
• at least two to three years of work experience (or an equivalent combination of relevant education/training/work experience)
• working knowledge of the Canadian health‑care system
• experience in a health‑related organization governed by legislation, rules and standards where patient interaction was required
• demonstrated ability to work under pressure and deal with diverse members of the public and the profession, often in highly‑charged emotional situations
• a positive, caring and supportive approach on the phone and in writing at all times
• strong interpersonal skills required to successfully facilitate resolution to complex situations
• exceptional listening skills
• demonstrated ability to work independently and cooperatively within a team
• excellent critical thinking, analytical and problem‑solving skills
• high level of attention to detail, with demonstrated ability to multi‑task in a fast‑paced environment
• ability to take initiative, serve as a go‑to person, and interact with all levels in the organization
• a professional demeanour and personal presentation
• a team player with a can‑do…