Representative, Incident Reporting & Claims

Fraser Health

View: 109

Update day: 19-02-2024

Location: Surrey British Columbia

Category: Insurance


Salary: $28.44–$37.33 an hour

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Job content

Salary range: The salary range for this position is CAD $28.44 - $37.33 / hour Why Fraser Health?:
Fraser Health continues to be recognized as one of BC’s Top Employers, are you someone who is passionate about making a difference in the lives of others?

Fraser Health is responsible for the delivery of hospital and community-based health services to over 1.9 million people in 20 diverse communities from Burnaby to Fraser Canyon on the traditional territories of the Coast Salish and Nlaka’pamux Nations. Our team of nearly 45,000 medical staff and volunteers is dedicated to serving our patients, families and communities to deliver on our vision: Better health, best in health care.

All new hires to Fraser Health must have full COVID 19 vaccination (have received a full series of a World Health Organization “WHO” approved vaccine against infection by SARS-COV-2, or a combination of approved WHO vaccines). Please note this applies to all postings, and individual medical exemptions must be approved by the Provincial Health Officer.

This applicant must have the:
  • Ability to keyboard at 50 w.p.m.
  • Ability to communicate effectively both verbally and in writing.
  • Ability to deal with others effectively.
  • Ability to organize work.
  • Ability to operate related equipment.
  • Physical ability to carry out the duties of the position.
***Large complex Call Centre experience is an asset***
For more information check out our website at:
Take the next step and apply so we can continue the conversation with you.

Come work with dedicated health care providers who are enthusiastic and committed to provide quality healthcare to our clients/patients/residents. We invite you to find out why more than 95% of new employees recommend Fraser Health as an excellent place to work. Work hard and have fun while you do it.

Curious to learn what it’s like to work here? Like us on Facebook (@fraserhealthcareers), follow us on Twitter & Instagram (@FHCareer), or connect with us on LinkedIn (fraserhealthcareers) for first-hand employee insights.
Detailed Overview:

Supporting the Vision, Values, Purpose and Commitments of Fraser Health:

On behalf of the Health Authorities of BC (FHA, VIHA, VCH, PHSA, PHC, BCCSS, NHA, IHA), the Representative, Employer Incident Reporting and Claims, provides effective WorkSafeBC (WSBC) claims management and administrative support for the WSBC Claims process on behalf of the customers of the Provincial Workplace Health Call Centre in compliance with WSBC regulations. Supports injury and/or exposure claims administration to employees, managers, and Human Resources staff at each of the Health Authorities by assessing customer needs and adhering to Workplace Health/Human Resources policies, procedures and relevant collective agreement provisions. Acts on behalf of the Health Authorities to evaluate, determine and decide which claims should be protested. Liaises with WorkSafeBC to reconcile claims issues and with local Health Authority representatives regarding their claims position on protested difficult cases. Acts as the Employer’s Representative when electronically filing appeal submissions to the Review Division or WCAT at WSBC. This centralized service centre processes high volumes of claims and appeals on behalf of the employer groups served under a Provincial Participation Agreement.

  • Implements WSBC claims processes to ensure the effective and efficient management of WSBC claims within the initial phase of the claim cycle for each Health Authority.
  • Performs phone interviews to capture details of workplace incidents from employees and managers, collecting required information to initiate employee incident exposure report; reviews incident information to assess employer liability and apply protest on behalf of the employer(s) on the WorkSafeBC Form 7 Employer’s Report; and submit employers’ claims reports according to WSBC policy and regulations. Documents all interactions and call recordings with Employees and Managers in the Employee Health Record in the WHITE system.
  • Accesses WorkSafeBC Employer Portal Accounts to review confidential WorkSafeBC claim status letters on behalf of the Health Authorities. Reviews and processes Employer Form 7 requests received from WorkSafeBC via individual Employer Portal Accounts for each Health Authority.
  • Liaises with Health Authority representatives and WorkSafeBC during the initial stages of the claim to verify details such as claims status, reconcile duplicate claims filed, and update the employer’s position regarding WorkSafeBC requests to change protests made on claims.
  • Receives and reviews decision letters from WSBC and determines whether the employer will proceed with appeals for relief of cost and/or claims acceptance by submitting appeal requests with justification for appeal to WSBC’s Reviews Division or WCAT.
  • Acts as a contact for internal and external WSBC claims inquires; refers to appropriate team member when necessary.
  • Regularly reviews WorkSafeBC regulations and policy for changes impacting department processes related to claims, appeals and protest criteria. Reviews and determines whether department policies and procedures are consistent with the Workers Compensation Act.
  • Liaises with WorksafeBC to develop employer reporting processes for WorksafeBC Employer Claims reporting on behalf of all Health Authorities.
  • Responsible for developing and maintaining a claims reference manual for the department to assist in determining when and how to apply various protests to claims that meet the outlined criteria for protesting.
  • Works in conjunction with WorksafeBC and Employer Appeal representatives to ensure Call Centre Assistants are meeting employer’s requirements for appropriate protesting of the WorkSafeBC Employer’s Report (Form 7) on behalf of all Health Authorities.
  • Represents the interests of the department at assigned meetings and committees with WorkSafeBC and Health Authority representatives.
  • Compiles, analyses and maintains statistical data; produces and distributes summaries and reports as
  • Responsible for performance Call Centre Metrics, Agent Statistics, Error Reports and Work Activity Tracking for managing personal work performance.
  • Provides orientation to new hires as directed by the Leader, Incident Reporting & Claims.
  • Provides support coverage for the Leader, Incident Reporting & Claims when away as required.
  • Performs a variety of administrative duties using various software application programs and maintains efficient electronic filing systems to fulfill required needs.
Qualifications: Education and Experience

Grade 12 plus 1 year relevant post-secondary coursework such as Occupational Health & Safety, Disability Management, Claims Management, Human Resources or equivalent work-related experience. Contact Centre and Leadership training or experience is an asset.


Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring and Courageous and creates the conditions for people to succeed.

Professional/Technical Capabilities

  • Proficiency in use of personal computers and related software applications including: Outlook, Word, Excel,
    Visio, Contact Centre Applications, Custom Databases
  • Knowledge of claims management human resource practices
  • Ability to plan, organize and prioritize work.
  • Ability to respect the confidential nature of the services provided and information gathered.
  • Demonstrated skills using large employee HR and payroll databases such as MEDITECH.
  • Demonstrated skills in providing customer service.
  • Ability to work independently and as part of a team.
  • Ability to transcribe detail reports with a high degree of accuracy
  • Ability to type 60 wpm.
  • Ability to work in a fast paced, high volume environment
  • Demonstrated business communication skills including a high level of accuracy with spelling and grammar
  • Physical ability to perform the duties of the position.
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Deadline: 04-04-2024

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