The salary range for this position is CAD $38.88/Hr. - CAD $55.89/Hr.

The hours of work, including start and stop times, days off, work area and work site may be subject to change consistent with operations requirements and applicable provisions of the Collective Agreement and statutes. **Testing may be required. ***A criminal record check may be required

Reporting to the Regional Service Manager, the Coordinator, Customer Service is responsible for being a liaison/resource/contact person for customers and vendors in resolving customer's operational and administrative problems and resolving vendor performance/service. Facilitates dialogue and meetings between end-users and vendors to discuss operational changes and issues. Mediates conflicts as required. Implements tools to measure customer satisfaction. Promotes awareness of the service and Health Information Management (HIM). Provides continuing education to physicians and other clinical users on dictation practice and quality documentation including implementing, evaluating and modifying educational programs as required. Assists with the monitoring of service performance as it related to quality customer service.

Education:
Bachelor's degree in Business Administration, Health Information Management, Health Administration, or a related field, plus three (3) to five (5) years of recent, related experience or an equivalent combination of education, training and experience.

Skills & Abilities:

• Comprehensive knowledge of transcription service delivery.
• Demonstrated ability to develop instructional material and teach.
• Proven customer relations skills including problem-identification and resolution skills.
• Demonstrated ability to communicate effectively both verbally and in writing.
• Demonstrated ability to function as an effective team member, leader, member, coach and facilitator.
• Requires aptitude and proven experience in developing and managing key physician and other customer relationships while driving business objectives and timelines.
• Demonstrated ability to work effectively with others and demonstrate excellent interpersonal skills.
• Demonstrated ability to adjust to new or unexpected events and to deal with and/or guide others in the resolution of conflict issues.
• Ability to organize, prioritize and balance work.
• Ability to operate related equipment, including computer software applications.
• Physical ability to perform the duties of the job.
  
  

• A competitive salary: $33.88 - $55.89 CAD/Hr
• Growth opportunities:We welcome individuals at all stages of their career, offering opportunities for professional development and growth.
• Inclusive culture: We respect the diversity, dignity and interdependence of all persons. We value the cultural richness that our diverse workforce brings to the care of our equally diverse population of patients and residents.  
• A comprehensive health benefits package including dental, vision, and life insurance as well as pension.

Your Day to Day: 

• Works collaboratively with physicians to facilitate quality utilization of Transcription Services by methods such as developing and maintaining solid physician relationships, implementing communication programs to promote physician awareness of the service and HIM in general.
• Works with Analyst, Contract Optimization to implement tools to measure customer satisfaction and document issues and their resolutions.
• Responds to customer/physician enquiries and communications. Works with vendors/providers to ensure customer inquiries are dealt with in a timely manner and identify process improvement opportunities and facilitate the delivery of timely and adherence standard quality of service. Facilitates meetings as required between various stakeholders to ensure problem resolution. Escalates issues in accordance with established protocols.
• Facilitates continuing education to physicians and hospitals as it relates to dictation practice and quality documentation including participating in the development, implementation, evaluation and modification of the education program.
• Participates in the identification of relevant quality-related training needs and delivers training; establishes feedback loop regarding training outcomes related to quality improvement.
• Acts as an expert transcription resource regarding best practice in the creation, completion and distribution of quality transcribed reports.
• Assists with the monitoring of service performance by administering customer satisfaction tools such as surveys, attends regular meetings with customers and vendors to gather feedback on HIM service and assists with the maintenance and analysis of service statistics/data to identify service improvement opportunities and trends.
• Participates in the development and maintenance of standards, policies and procedures regarding customer service and physician education.
• Works with vendors and other HIM staff to facilitate training requirements as a result of the introduction/roll out of new systems, technologies, processes and practices.
• Maintains an awareness of current dictation/transcription service delivery, trends and issues through methods such as literature review, contact with peers at other organizations and attendance at seminars, workshops and education programs.

 

Who We Are:  

Providence Health Care is one of the largest faith-based health care organizations in Canada. For the people at Providence, living our Mission, Vision and Values means providing British Columbians with compassionate, socially just, exceptional and innovative care every day.  

 

From our humble roots 129 years ago, Providence has grown into globally renowned research, teaching, and care organization. As individuals within a mission-driven organization, we choose to be part of Providence Health Care because we value the organization’s long commitment to social justice and compassionate care, and its commitment to the process of Truth and Reconciliation with Indigenous Peoples.

We acknowledge that Providence Health Care & the new St. Paul’s Hospital site is located on the traditional, ancestral, and unceded territory of the Coast Salish Peoples, including the territories of the xʷməθkwəy̓əm (Musqueam), Skwxwú7mesh (Squamish), and