Information Officer

Role Responsibilities

Do you have a passion for offering excellent customer services while dealing directly with the public for 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!

Reporting to the Team Lead, as the Information Officer, you will be 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. The position responds to public inquiries regarding the following skill sets.

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. Your main responsibilities will be to provide full and accurate information services to callers via the telephone regarding all aspects of health legislation and related programs in a courteous and timely manner.

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

• Excellent written and verbal communication 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.
• Strong and creative problem-solving skills.
• 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.
• Strong keyboarding skills.