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Registration Services Advisor


​Regular, ful​l-time

Do you have strong communication, problem solving and technical skills? Are you keen to document, analyze and design business processes? Are you passionate about delivering a high level of service?

If you answered YES, the BC College of Nursing Professionals (BCCNP) is hiring a Registration Services Advisor. As a Registration Services Advisor (RSA), you will work closely with the Registration team and cross-functionally to develop, implement and monitor the nurse registration process. This includes reporting on customer service standards and quality, maintaining statistics and documentation, conducting analysis to identify areas of process improvement and developing registration processes, procedures, business requirements and systems impacting registration. Externally, the RSA interacts with applicants, registrants and other key stakeholders regarding BCCNP's registration program, and represents BCCNP on national exam related working groups. 

Who w​​e are

BCCNP is the college empowered under the Health Professions Act to regulate the practice of all licensed practical nurses, registered nurses, registered psychiatric nurses and nurse practitioners in British Columbia. Regulation helps to protect the public by ensuring that professional care or service received by the public is competent, ethical and meets the standards that society views as acceptable.

At BCCNP each of us strives to meet our commitment to the following values to maintain a workplace that is respectful and supports the well-being of every BCCNP employee:

  • Trust is essential
  • Better together
  • Speak the truth
  • Protect the public
  • Stay curious

As a member of the team, you can expect to be treated in a respectful and professional manner. While your workload will be busy, the College supports staff in achieving a healthy work-life balance. 

What you'll do

Reporting to the Director, Registration & Exam Services, and working closely with the Director, Registration Cases & Hearings, the RSA manages the ongoing administration of the registration, exams and renewal processes to ensure quality assessments in the public's interest.

​R​​esponsibilities​

  • Monitors and coordinates the delivery of registration-related services including the front-line customer call centre, Entry to Practice exams, routine assessments, NCAS referrals and Verifications of Registration.
  • Develops and monitors daily operations and service level standards and prepares weekly and monthly reports for registration and exam services to enable the Director to manage service levels.
  • Provides ongoing training and support to staff on service standards, appropriate call handling, and registration policies and procedures, and creates and manages updates to registration and exam process and training documentation.
  • Trains and orientates new staff to CRM and Collaborations functionality specific to registration, including applications, assessment checklists, and related processes and procedures.
  • Develops requirements for renewal-related projects including initiating project charters, ensuring all renewal requirements and business requirements are included.
  • Responds to escalated inquiries and provides information; interprets registration policies for applicants, registrants, and external organizations in a timely and accurate manner, and refers matters if required.
  • Acts as the key point of contact for system and technology related issues, works with applicants and registrants to resolve common issues, and coordinates with IT to resolve more complex issues.
  • Compiles and tracks key performance indicators for registration and exam services, analyzes statistics and reports on successes and opportunities for improvement.
  • Leads the development and updating of applications for registration-related forms required for the purpose of assessing applications, ensuring fair and consistent application of registration policies in compliance with BCCNP's bylaws.
  • Identifies bylaw or policy gaps and participates in the development of operational policies.
  • Acts as a Subject Matter Expert on Registration and Examination operational processes working closely with IT staff to participate in user testing and provide feedback on process/technical enhancements.
  • In collaboration with the Registration team, ensures registration publications, written documents, website content related to registration requirements for registrants/stakeholders, forms and information related to registration and renewal are accurate and current.​

Education​ & skills​

  • Baccalaureate Degree or equivalent combination of relevant education and work experience related to health regulation and/or administration.

  • 5 to 7 years of experience in a customer service or service delivery environment. ​

  • ​Excellent oral, written and interpersonal skills in order to interpret BCCNP's policies, Bylaws and processes for registration and exams, to communicate complex information with registrants, applicants and stakeholders, and present evidence to a Committee.
  • Experience developing operational policies and procedures.

  • Excellent customer service skills.

  • Proven ability to think critically and problem solve appropriately.

  • Demonstrated conflict management and resolution skills.

  • Demonstrated organizational skills and a strong attention to detail.

  • Intermediate level knowledge and experience in Office programs, MS CRM Dynamics and MS SharePoint experience required.

  • Experience providing direction or oversight to staff/operations an asset.​

Compensation & benefits

As the successful candidate, you will enjoy a generous compensation and benefits package.​

How t​​o apply

Please forward your resume and cover letter, indicating where you learned of this opportunity, to careers@bccnp.ca. The deadline for applications is June 3, 2020.

Thank you for your interest in the BC College of Nursing Professionals.

​While we appreciate all responses, only shortlisted applicants will be contacted.