We welcome applications from all qualified job seekers. Should you require any accommodations, including alternative interview formats, assistance with online assessments, or an ASL interpreter, throughout the application or hiring process, please email your request to accessibility_services@icbc.com – we are committed to ensuring an accessible experience for all candidates.

  At ICBC, we strive to build diverse teams which reflect the communities we serve. To support this, we’ve created two talent communities for Indigenous Peoples and People with Disabilities.  By joining one of these communities, you’ll connect with our recruitment team who will guide you through the application process and help you explore opportunities at ICBC. Of course, you’re welcome to apply for jobs at ICBC whether or not you join a talent community.   We look forward to hearing from you!    Position Highlights   We’re looking for Health Care Inquiry Unit (HCIU) Support Representatives to join our Claims Program and Strategy division. As part of our Claims Vendor Services team, you will be engaging with health care professionals (HCPs), providing technical support and guidance related to doing business with ICBC.   In the role of HCIU Supp Rep you will build trusting relationships with health care professionals in a fast paced, phone-queue and email work environment where you will solicit information from HCPs and internal customers regarding inquiries related to assessment and reporting, billing and invoicing, care and recovery, claim information, and Treatment Plans. In addition to providing HCPs with policy and procedural guidance, you will also be providing technical support for the HCPIR application, Health Care Provider Portal and PIN provisioning. You will also escalate identified situations to our internal tier 2 support team, the Vendor Representatives.   Your empathy and strong communication skills allow you to build relationships with diverse business partners and support HCPs by helping them navigate ICBC’s processes throughout their patients’ recovery journeys. Your demonstrated attention to detail in data entry and consistent communication practices will allow you to collaborate effectively with internal teams, healthcare professionals, and Claims staff.   Health Care Inquiry Unit Support Representatives work at a single office location, and may be asked to occasionally participate in training or quarterly meetings at other locations. Staff may also perform other related duties that do not affect the nature of the job.     Position Requirements:  

Experience in claims, insurance, health care administration, customer support, disability management, or a related environment is preferred. Equivalent combinations of education, training, and experience will also be considered. Call centre or customer service experience, or experience in a high-volume, client-facing support environment, is strongly preferred Familiarity with computer systems, databases, and applications to research accurate policy and procedural information; Experience using case management, customer service, claims, health care, or workflow management systems is an asset. Training will be provided on ICBC-specific systems.  Familiarity with the principles, methods, standards, and practices of medical injury management, or exposure to a comparable healthcare or insurance environment Strong attention to detail and organizational skills, with the ability to ensure accuracy and integrity of data entered into work log systems Able to research, analyze, document, and respond to inquiries related to policies and procedures, including those from health care providers or similar external stakeholders Ability to identify and report trends, investigate issues, escalate urgent items, and respond in a timely manner Proven ability to respond effectively to non-routine or escalated inquiries from internal and external customers Ability to plan workload, prioritize tasks, and meet productivity and quality standards in a fast-paced environment with changing demands Adapt to frequent technical, policy, and procedural changes Strong problem-solving, de-escalation, and conflict resolution skills

    You may be successful in this role if you have:  

A genuine desire to build trusted relationships with health care providers, listen to their concerns and provide respectful, professional, and responsive service tailored to the needs of health care providers and other business partners.  The willingness to provide guidance, support and training on department systems and procedures to junior staff A desire to continuously improve and learn

     About us:    At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025  to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.   Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.  

Collaborative: We include different perspectives to reach our common goals. Supportive: We seek to understand to meet diverse and evolving needs. Straightforward: We simplify the complex to make things easier. Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

    Work arrangements defined:   

Hybrid 8 – you will work a minimum of 8 days in a 4-week period at your primary office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia. 

    Only candidates legally entitled to work in Canada will be considered for this position. #IND1