AIMS this week - January 23, 2025
Wave one progress update
Stabilization teams continue working on enhancements to the following:
- Focus remains on process improvements for new hires and transfers beyond two weeks. Hiring teams temporarily dipped below targets due to holidays and seasonal vacations but will be back on target within the next few weeks.
- The issue with parking reimbursements has been resolved. Affected employees can expect retroactive pay on the January 31, 2025 pay cycle.
- Year-end payroll testing activities remain on track to meet timelines. Reconciliation reports have been shared with health partners, and work standards have been developed. SHEPP is now reconciling their pension adjustment data.
- Accounts payable is addressing invoice backlog accumulated over the holidays and the resumption of postal services. Invoices greater than 30 days remain a top priority.
- eHealth is working on a long-term solution to address capacity issues experienced with the supplier email inbox.
- Enforcing invoice standards will begin this month. Invoices that do not follow SHA standards are taking more time to process and causing delayed payments. The most common items are approvers and contact personnel not being listed and invoice numbers missing from invoices.
- The finance team encourages using P-cards for transactions under $5,000. Permanent employees who regularly purchase goods or services for their department should apply for a P-card.
Working in the Cloud
AIMS is part of cloud-based network of remote servers around the world, working to help employees care for Saskatchewan patients and families.
Cloud-based systems never become more than a few months out-of-date thanks to automatic system updates pushed out by the vendor. Cloud providers also have strong infrastructure and security measures in place to protect the information that lives there.
Customer service enhanced by new tools in Accounts Receivable
When customers of the health-care system have questions about their invoices and payments, they used to have to call the local finance office where the invoice originated. With the support and technology enabled by eHealth Saskatchewan, a toll-free number and interactive voice recognition (IVR) software are being used to manage this work provincially.
“IVR allows customers who call the Accounts Receivable toll-free number the ability to interact with a computer-based system to route their calls appropriately,” said Ruth Marbil, Accounts Receivable Manager, Saskatchewan Health Authority, Corporate Accounting and Financial Reporting.
Incoming calls go into a queue and are assigned to an Accounts Receivable employee located anywhere in the province, depending on the option the customer selects. Calls are typically related to requests for support with bill payment, assistance signing up for pre-authorized debit, questions about invoice charges or overdue notices, and help to adjust or cancel an invoice.
“Callers can also leave a voice message or select the call-back function,” said Ruth, adding that system features like these enhance the customer service experience through timely responses.
These tools have proven to be effective, with Accounts Receivable seeing fewer voice messages being left, daily. This ensures customers are getting the support they need.
Customers with questions regarding invoices and payments can contact 1-833-989-5353 toll-free for more information.
“Anyone with a cellphone or smart TV has experienced similar automatic system updates. The updates are important for fixing system bugs and defects, as well as adding general improvements, and for keeping software secure and modern," said Mark Anderson, AIMS Steering Committee Co-Chair. He continues, "changes are mostly behind the scenes, but sometimes they are more noticeable to employees.”
Paul Kutessa, Accountant, picks up a call from a homecare customer who wants to be set up for pre-authorized debit as a payment method.
In-system guided learning update
In-system guided learning (IGL) supports employees using the MyWork functionality within MyConnection. Since January 1, 2025, guides have been run over 250,000 times. There are over 960 unique guides built into the system to support you as you move through various processes and next steps on a daily basis.
When in MyWork, click on the flashing icon below for a learn-as-you-go experience. View this quick tutorial to find out more. Have feedback or need support? Use the feedback links in the IGL tool to let us know how we can help.