Job Description

Description

Ready to help revolutionize healthcare for Canadians?

Our team and what we\'ll accomplish together

As a leader on the Clinical Operations team, you\'ll be working alongside leaders in technology, physicians, medical experts, and a fun, hard-working group of HealthTech enthusiasts who are responsible for the roll out and operations behind TELUS Health MyCare.

You\'ll get to learn the ins-and-outs of our technology and gain extensive knowledge of the Canadian healthcare system. You\'ll also be a part of a national and global turn in innovation, as technology becomes integrated into our understanding of what it means to see a doctor right from your smartphone.

Our commitment: Better healthcare options for everyone. We are leveraging the power of technology to provide Canadians with better health outcomes. Connecting health teams, streamlining workflows, and empowering patients to manage their health are just some of the ways our digital solutions promote collaboration and efficiency.

What you\'ll do

We are looking for an enthusiastic, customer service minded individual who thrives in a collaborative, friendly and supportive environment. Join our team and help us shape the future of how Canadians engage with the healthcare ecosystem.

Here\'s How

• Act as the first point of contact and support for our Administrative Associate team. This includes troubleshooting, technical and patient inquiries
• Act as subject matter experts (SME) in MyCare processes by strategically rotating through all tasks on a regular basis
• Identify and assess customer needs to exceed expectations
• Actively contribute to a positive, engaging, and productive work environment
• Document and provide feedback to Associates
• Share reminders and best practices with Associates
• Build the daily schedule and assign Operations Team tasks
• Monitor and re-adjust tasks throughout the day based on business needs and service level agreements
• Monitor late arrivals and sick absence
• Liaise and provide daily feedback and summaries to the Clinical Operations leadership team on adherence and operational performance
• Deliver presentations, chair meetings, take minutes
• Respond to emails, direct messages and phone calls
• Manage and resolve escalated phone calls
• Triage incoming faxes and emails accurately based on Province and task
• Compile medical records for release to third parties or patients
• Provide refunds and generate receipts
• Submit incident reports
• Assist with projects or training within the MyCare team, as assigned
• Possess basic billing and TELUS Health product knowledge
• Other duties, as required

Qualifications

What you bring

• Minimum two (2) years\' experience in a leadership role
• Excellent written and verbal communication skills
• Proficient in Microsoft Office, Adobe & G Suite environment
• Technical aptitude and troubleshooting skills
• Superior call handling, conflict resolution and de-escalation skills
• Critical thinking and ability to remain calm in stressful situations
• A high degree of attention to detail and accuracy
• Ability to organize and prioritize tasks quickly
• An understanding of service level agreements (SLA) and KPIs
• A high level of professionalism, confidentiality and empathy
• Ability to navigate and lead change in a fast paced and emerging environment with ease
• A team player with a passion for excellence
• Accountability and a strong work ethic

Great-to-haves

• Private clinic, Dental clinic, Senior Citizen community living, Medical Office or Primary
• Care Medical Office supervisory experience would be an asset
• Knowledge of medical terminology, experience handling medical records or physical
• charts would be an asset
• Previous experience with CRM software, RingCentral, Deputy would be an asset
• Previous experience in project work would be an asset

#INDTH

#LI-Hybrid

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies\' Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.

Salary Range: $46,000-$68,000
Performance Bonus or Sales Incentive Plan: 5%

Salary Range:

Performance Bonus or Sales Incentive Plan:

Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more \xe2\x80\xa6

Please note that the compensation shown in the job posting is effective January 2023 and may be subject to change in 2024.

A bit about us

We\xe2\x80\x99re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You\xe2\x80\x99ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We\xe2\x80\x99re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you\xe2\x80\x99re helping us make the future friendly.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Health

We\xe2\x80\x99re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

21,166
Physicians using TELUS Health electronic medical records

6,300
Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Telus