Recently, BC Clinical and Support Services (BCCSS) Payroll, the service organization that provides Payroll Services to VCH, upgraded its call centre technology.  They have launched voice and email system upgrades. BCCSS is excited that these upgrades will provide users with a customized and enhanced service experience.

Key features of the upgrade

When contacting Payroll, you will be able to choose from a number of customer service options aimed to reduce missed calls and wait times.  New features include:

• Call tracking from request to resolution.
• Should you need to call more than once about the same issue, you will not be required to repeat your information.
• Call distribution routing to the next available representative. This will ensure calls are answered in a timely fashion and contribute to the reduction in the number of voicemails, call backs, and wait times.
• If the call line is busy, you will have the option to remain in queue to reach the next available representative, leave a voicemail, or request a call back while keeping your place in the priority sequence. If you choose this option, please note you will be asked to provide your Employee ID, the name of your Health Authority/Organization, and 10 digit phone number where you may be reached.
• Calls may be monitored for training and quality improvement purposes.

Security features

In addition, for security reasons you will be asked for 2 or more identity verification questions by a call centre representative:

• Employee ID
• Birthdate
• Address
• Phone number
• Place of Birth

Emails

Emails will be routed to the next available representative to hasten prompt issue resolution. Emails should include your Name, Employee ID, Health Authority/Organization, and inquiry details.

To ensure seamless service delivery, BCCSS Payroll contact phone numbers and emails have not changed.

Questions?

You can find out more information by:

• Reading our website BCCSS Payroll
• Calling us at (604) 297 – 8683 or at 1 (866) 875 – 5306
• Emailing us at payrollVCH@hssbc.ca