Employment Type**:** Permanent Full-time

Location(s)****: SK-Rgna-Regina

Salary Range**:** $28.001 - $35.091 Hourly

Salary Supplement**:** included in hourly salary range (in-scope)

About eHealth
As leaders in digital health innovation, we transform health care through connected health systems and advancing technology. With over 800 employees across 20 communities, we support IT infrastructure in 433 healthcare locations, ensuring seamless information-sharing and timely, effective patient care. We value a culture of strategic collaborating, trust and open dialogue. Our goal is to make Saskatchewan a leader and catalyst in digital health transformation, reshaping health care for the future. Help us put Saskatchewan at the forefront of digital health innovation.

About the Role
Reporting to the Assistant Manager, Registries, we are seeking a detail-oriented individual to manage complex and escalated client cases. This senior-level role involves independently investigating non-standard situations, applying legislation, and communicating clear decisions to clients and internal teams. The position also supports the resolution of complex issues such as health card applications, immigration or residency changes, and acute admission cases.

This role involves supporting general registry functions (e.g., health cards, birth/marriage/death registrations), conducting spot checks for quality assurance, and processing complex requests. The role requires sound judgement, strong communication skills, and the ability to work both independently and collaboratively in a fast-paced environment

What You’ll Do
Reporting to the Assistant Manager, Registries, you will:

• Handle escalated and complex/non-standard case work across all service channels—including in person, by phone, and through written correspondence—by reviewing and applying legislation, investigating intricate client circumstances, and using independent judgment to make decisions or prepare case reviews for Assistant Managers.
• Independently manage escalated client situations by gathering and clarifying information, determining appropriate responses, and clearly explaining the rationale behind decisions.
• Communicate technical information, legislative and policy requirements, and procedural steps clearly and accurately—both verbally and in writing—to registry analysts and other internal or external stakeholders.
• Perform complex tasks beyond the scope of Customer Service Representatives, such as merging and splitting Health Services Numbers (HSNs), processing complex social service nominations, and coordinating cases involving individuals without health coverage. Collaborate with internal and external partners to resolve complex issues.
• Conduct detailed immigration and residency audits and verifications to support decisions related to maintaining, suspending, or terminating health coverage. Manage sensitive situations involving vital statistics legislation, including adoption records, ambiguous court orders, legal name change reviews with pending charges, Power of Attorney and Health Care Proxy documentation, and complex sex designation changes.
• Assess operational challenges within the team to identify opportunities for process improvement, enhanced reporting or tracking, and potential system enhancements.
• Identify training needs, recommend the development of new standard work, and escalate cases requiring legal or management review to the appropriate authority.
• Serve as the subject matter expert on eligibility requirements for vital statistics certificates, guiding staff on when requests should be declined, identifying certificate stock issues, and supporting staff in resolving stock-related problems.
• Handle NSF (non-sufficient funds) payments and Chase chargebacks as required, ensuring appropriate follow-up and resolution.
• Manage adoption and SCI (Shared Client Index or similar program) inquiries that exceed the scope of the Data Quality Administrator.

What You’ll Bring to the Team

• Post-secondary education in a relevant field such as business or education, or an equivalent combination of education, training, and related experience.
• Expert-level knowledge of key legislation, including the Vital Statistics Act and Regulations, the Legal Change of Name Act and Regulations, the Medical Care Insurance Beneficiary and Administration Regulations, and HIPA, with the ability to interpret and apply legislation in complex and non-standard situations.
• Advanced understanding of Vitalware and PHRS systems, including related work processes, policies, standards, and operational procedures.
• Strong knowledge of the services and roles of external partners and agencies, such as DPEB, Social Services, the Ministry of Health, Medical Services Coverage, Medical Informants, funeral homes, and federal and provincial government offices.
• Familiarity with Registries business tools and services.
• Solid understanding of both the health care sector and the vital statistics sector.
• General knowledge of IT systems, including expert-level proficiency with online systems, web viewers, and nomination platforms.
• Knowledge of cash-handling principles, confidentiality requirements, and audit practices related to system overrides.
• Training in conflict management, conflict resolution, and de-escalation techniques.
• Knowledge of federal immigration processes, permit types, and program requirements.
• Understanding of vulnerable populations—such as refugees, First Nations groups, and transient individuals—with the ability to appropriately assess health coverage requests and vital-statistics-related matters.
• Awareness of government and community resources commonly needed to support vulnerable clients (e.g., Social Assistance, Pro Bono Law Society, agency-based benefits).
• Knowledge of financial management practices, including proper handling of NSF payments, chargebacks, and audit controls.

Competencies
Problem Solving

• Ability to identify and analyze root causes of complex client issues such as fraudulent documents, unfamiliar custody cases, and immigration challenges, applying relevant legislation to determine effective solutions.
• Skilled in independently researching official sources, evaluating alternatives, and coordinating with internal teams and partner agencies to resolve escalated situations.

Independent Decision-Making

• Authorized to exercise discretion and make independent decisions several times per month outside of existing policies, determining the best approach to resolve client concerns with appropriate rationale.
• Makes independent decisions within established policies without prior review, including when to seek additional information, legal advice, or court orders, ensuring effective client guidance and procedural adjustments as needed.
• Responsible for corrective decisions to prevent financial loss to the government by ensuring individuals are eligible for health coverage; makes daily decisions to avoid improper benefits and monthly decisions to verify documentation for complex cases impacting client well-being.

Interpersonal Skills

• Responsible for calming irate customers by handling escalated situations and complaints, especially when clients cannot obtain the information, they seek due to eligibility restrictions or legislative limits.
• Skilled at explaining complex regulations, such as the need for court orders or additional documentation and providing clear communication about eligibility for health coverage and vital statistics.

Communication Skills

• Requires verbal, written, and listening skills to comprehend and communicate complex legislation, eligibility rules, immigration processes/permits required for health coverage, and complex policies.
• Often communicates information that is typically challenged by the recipient, requiring clarity and patience..

Responsibility for the Work of Others

• Organizes portions of another employee’s work to ensure tasks are efficiently managed.
• Verifies the accuracy of work completed by others and follows up to ensure any errors are corrected.
• Document all coaching interactions with team members.

Technical

• Proficiency in PHRS and Vitalware systems, ensuring accurate data entry and system use in accordance with standard, proficiency on Microsoft Word, Excel, and email.

As one of Saskatchewan’s Top Employers this is Why You’ll Love Working Here

• Career paths and opportunity for advancement

• Health, dental, and pension benefits

• Maternity and parental leave top-up payments

• Earned days off

• Annual pay increases

• Work that truly matters to the people of Saskatchewan

Ready to make a real impact in healthcare technology? Join us and help shape the future of care—apply today!

We value diversity of all kinds and encourage applications from people of all backgrounds, identities, and experiences. Even if you don’t meet every single requirement, we’d still love to hear from you.

Level: PDP07
Anticipated Start Date: November 2025
Location: Regina, Saskatchewan

We are committed to workplace diversity.

Number of Openings**:** 1

Closing Date: Nov 26, 2025, 11:59:00 PM

Contact Us

recruitment@eHealthSask.ca