Health Benefits Advocacy Officer/Patient Travel Clerk

Health Benefits Advocacy Officer/Patient Travel Clerk

Internal Employment OpportunitiesHealth Benefits Advocacy Officer/Patient Travel Clerk

Health Benefits Advocacy Officer/Patient Travel Clerk

Permanent Full Time

December 10, 2021

North Vancouver


Job Summary:

Reporting to the Manager, the Health Benefits Advocacy Officer/Patient Travel Clerk, works as a critical member of TWN’s Health Department, working out of TWN’s health clinic. This position oversees implementation of the health benefit program and patient medical transportation. Provides advocacy on behalf of TWN members who have been denied or delayed health benefits. As a specialist in policies relating to First Nations health this position uses expertise to develop systematic procedures to advocate on members behalf when claims are denied. This role requires liaising with a variety of health services includes Non-Insured Health Benefits, First Nations Health Authority, Vancouver Coastal Health Authority and Provincial Health Authority. This position manages Electronic Medical Records (EMR) related filing systems as per funding requirements and tracks client requests as required to provide documentation to funders. The Patient Travel Clerk manages day-to-day scheduling for clients requiring medical transport, manages vendor accounts, scheduling of the transportation driver. This position operates at a high level of interaction; the incumbent must be able to consistently respond with courtesy, tact and diplomacy.

 Essential Functions:

Effectively allocate time to duties – including, but not restricted to:

  • Invoicing, manage accounts, visa reconciliation
  • Manage TWN health benefits program
  • Manage internal and external transportation vendors i.e. taxi, driving service, TWN medical driver
  • Manage and maintain scheduling for medical transportation driver
  • Report Writing, quarterly, annual reports, yearly work plans
  • Development of brochures, educational material for media outlets
  • Data Entry / Stats – ESDRT yearly input
  • Plan W – Assist clients in liaising with Pharmacy and explore extended or additional benefits
  • Explore avenues for special authorities, fill out forms and send to physicians and patients
  • Acts as an advocate, assist clients in filing appeals when claims are denied
  • Have understanding and knowledge of Jordan’s Principal; coverage, intake and processing of application forms on behalf of client
  • Assist clients with online application/approval process for Blue Cross, Sunlife to assist with claims
  • Manages any travel for clients/patients
  • Adheres to policies, procedures and guidelines.


Duties & Responsibilities:

  • Develops and oversees a systemic health benefits and transportation system.
    • Designs a system method for assisting members with non-insured health benefit application
    • Develops transportation schedule for internal medical transport driver
    • Develops transportation safety policy, ridership orientation packages, and waiver forms
    • Develops standardized forms and letters
    • Uses expert knowledge to advocate on behalf of members accessing benefits or filing appeals
    • Provides instructions to drivers, review of special needs of clients where applicable.


  • Develops guidelines for systematic research in available grants/funding and spearheads the application process
    • Takes the lead in the development of funding requests that address the gaps in health services
    • Produces proposals and provides reporting on proposal status


  • Assists members with health benefit and transportation requests
    • Maintains expert level understanding of First Nations Health Authority, medical transportation policy
    • Accesses updated information / criteria regarding transportation benefits and other health services and programs as required (FNHA counselor list, medical equipment benefits, prescriptions)
    • Works in collaboration with the VCH Occupational Therapist and TWN home care nurse accessing medical equipment aid devices i.e.; walkers, wheelchairs, bathing safety equipment,
    • Assist members to get new or renewed health care cards
    • Booking pick up and drop off times for clients requiring medical transportation
    • Ensures client safety at all times, ability to asses if medical escort is required
    • Ability to assess medical transport requirement needs i.e.; handicap accessibility


  • Maintains records
    • Designs and maintains electronic and paper filing systems for a variety of health records and client files
    • Tracks client requests as required to provide documentation
    • Maintains all other data collection


  • Participates and adheres to workplace health & safety and participates as a member of the Health & Wellness Team
    • Organizes and declutters work area to maintain a safe work space
    • Reports immediately all unsafe conditions to Manager
    • Reports promptly all injuries to Manager or designated First Aid Attendant and obtains required medical attention
    • Cooperates in accident investigations, completes incident reports
    • Informs Manager of any medication or medical condition that may cause impairment and create undue risk to the employee or anyone else
    • Wears personal protective equipment if required and ensure it is in good condition
    • Offer recommendations that may improve safety in the workplace and report immediately to Manager if uncertain about how to proceed.
    • Attend staff meetings and development sessions as scheduled by Management and contribute meaningfully to discussions
    • Liaises and work cooperatively with all staff to ensure divisional and department goals are achieved
    • Ensure all relevant team members have up to date information regarding case file information
    • Learn new techniques as required by TWN
    • Make requests for suitable equipment, manuals, and reference materials to accomplish tasks
    • Attend work related conferences, seminars and workshops in order to gather further knowledge within professional are of expertise as required
    • Acts as a trainer and mentor to junior staff
    • Participates in strategic decision relating to the improvement of the division and departments operational effectiveness.



  • Post-Secondary Education in Aboriginal Health Administration or related-field from a recognized post-secondary institution or a combination of education and experience
  • As career progresses, incumbent will be required to successfully complete job-required short-term upgrading, training and courses relating to first nations health coverage, community health and health advocacy issues.
  • Five (5) years of directly related experience in the areas listed in this job description including First Nations health coverage, the application process, budget management, advocacy, policy and procedure design, etc.
  • Three business references, valid references must be a direct supervisor who is familiar with applicants work
  • Must be able to work some evenings and weekends as required
  • Must be able to travel
  • Must have a valid BC driver’s license
  • Must have a reliable work vehicle and current auto insurance
  • Must provide a driver abstract
  • Valid First Aid and CPR training
  • Must provide a valid Criminal Records Check


Knowledge, Skills & Abilities:

  • Knowledge of the historical factors and trauma, e.g., residential schools, intergenerational trauma, aspects of colonization, etc., its impact on current health and wellness of Indigenous people
  • Knowledge of the Privacy Act and legislation that is applicable to the First Nations Health, British Columbia’s Employment Standards Act
  • Knowledge of the structure of health and wellness services in BC and how the various systems interact
  • Knowledge of basic financial and budgeting processes and protocols
  • Experience as an intermediate/advanced level user of the Internet and Microsoft Office Applications – Outlook, Word, Excel etc.
  • Experience working with health records databases, electronic medical records (EMR)
  • Previous experience working in a First Nations Community is preferred
  • Demonstrated knowledge and experience working with Indigenous (First Nations, Metis and Inuit) communities and organizations.
  • Knowledge of Tsleil-Waututh Nation language, culture, customs and traditions.
  • Demonstrated knowledge, understanding and application of cultural safety and competency within healthcare.
  • Strong verbal and written communication skills.
  • Ability to work effectively within a multi-disciplinary team.
  • Ability to use sound professional judgment, empathy, compassion and integrity.

If this role interests you, please click the link below to directly apply.

Health Benefits Advocacy Officer/Patient Travel Clerk

Or send your Resume and Cover Letter to

We appreciate everyone’s interest in the role, however only shortlisted applicants will be contacted.