Job Description

Location:
Vancouver, BC, CA, V6Z 2H2
Req ID: 46620
Jobs by Category: Health
Job Function: Clinical / Medical
Status: Full Time
Schedule: Regular

Description

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Location

: 300-808 Nelson St, Vancouver BC (Hybrid role)

Status

: Regular Full-time - Monday to Friday 8:00 am to 4:30 pm or 8:30 am to 5:00 pm




Create awesome experiences for our customers!




TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health.




Simply put, our team members across the country are united by their commitment to continuously innovating to make healthcare more accessible and deliver improved health experiences for everyone.




Do you share our passion?




Our team and what we'll do together:




At TELUS Health Care Centres, we are a nationwide network of renowned medical professionals dedicated to preventive healthcare, inspiring positive lifestyle choices and helping to improve patient outcomes. We offer Personalized Care services for individuals seeking to begin their preventive healthcare journey. Start enjoying access to unhurried, on-time appointments and a suite of medical services all under one roof.




The Escalation Advisor is responsible for managing client experience around engagement and retention of the client in the programs and services enrolled. The Escalation Advisor will act as a care navigator to the client, educating and connecting them into programs and services when appropriate, as well as triaging client requests to proper business channels, BD, Finance effectively and always with client experience as the top priority. The Escalation Advisor will be an excellent communicator, and will have a good understanding of the programs and services offered. The Escalation Advisor will look for opportunities to proactively engage clients in best healthcare management practices.




What you will do




Manage Level 1 and Level 2 client inquiries and escalations Manage and process termination Requests Triage client calls to appropriate channels and assists with requests in the area of Finance, Business Development, Virtual Care, Pharmacogenetics, Physician Transfers. Manage Physician Transfer requests and capacity lists Manage 90 day no contact lists Seek opportunities to further develop the CEC role with proactive approaches and client experience in mind, Process Release of Records (ROR) Support seamless onboarding with phased education on available fee for service offers and technology (Akira set up, accessing portal, secure messaging, on call physician) Client check ins - 2 weeks post 1st year PS, 3 months, 1 year SME on TELUS Health products and services Support client retention and excellent care through clinic action on escalation concerns Working closely with clinic managers and clinic staff

Qualifications

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What you bring




Education:


Post -Secondary Education preferred in any field within Health Care, Communications, Business Enablement.

Customer Service Experience required





Experience:


Minimum of 3 years working in a front line customer service environment preferred.




#INDTH

#LI-Hybrid





Salary Range: $50,000-$74,000
Performance Bonus or Sales Incentive Plan: 10%
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 ...

Please note that the compensation shown in the job posting may be subject to change in 2025.

A bit about us

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We're 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'll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We're 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're 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.