Bilingual Intake Care Manager, Virtual Care – TELUS Health (6-month contact)

Join our team

At TELUS Health, we are on a mission to create innovative technologies and services that drive our vision which is to create a healthier world, one life at a time. We are a market leader in the rapidly growing industry of virtual care.

We enable employers to offer to their employees a secure online access to medical practitioners and nurses via a computer, tablet, or smartphone. Telemedicine is the biggest trend in employee benefits and an exponential number of companies are looking to offer the service in the near future.

Here’s the impact you’ll make and what we’ll accomplish together

Working remotely from your home office, you will be part of a specialized team on the cutting edge of patient care. Working collaboratively with health care professionals, you will provide a memorable patient experience as their first point of contact in our virtual clinic. As a Care Manager, you are responsible for facilitating the patient experience through empathy, efficient data collection and data entry while expediting smooth and seamless transition of the patient to the health practitioner. Along with the TELUS Health team, you will play an integral role in ensuring the continuity of care supporting various patient populations by utilizing our state-of-the-art virtual care platform. To be successful in this position, you must have excellent written and verbal customer service skills, as well as advanced computer skills in order to interact with incoming patients.

Here’s how

• Follows established call center guidelines and protocols

• Monitors system for incoming requests and responds as per protocol

• Welcomes patients and visitors through the secure video portal

• Assists patient with IT troubleshooting as per protocol respectfully and patiently

• Performs complete, accurate, and timely documentation according to communicated standards

• Schedules appointments as per protocol

• Flags nurse involvement when needed and assures seamless transition

• Ensures important issues and concerns are communicated appropriately and are properly addressed within an appropriate period of time

• Filing and retrieving patient records

• Maintains patient profiles by obtaining, recording, and updating relevant, personal information, in the appropriate platforms (EMR, CRM, etc.)

• Manifests empathy in all dealings with patient (concerns, inquiries)

• Is alert to possible emergencies and reacts as per protocol

• Protects patient rights by maintaining confidentiality of personal and financial information

• Effectively and efficiently facilitate relationship with physician on call

• Contributes to team effort by accomplishing related tasks as needed

• Provides feedback, suggestions and participates in continuous process and client experience evolution

You’re the missing piece of the puzzle

• High comfort level with IT systems (iOS and Android mobile interfaces, as well as Windows and Mac OS)

• Previous experience working with an Electronic Medical Record system or similar

• Typing speed of 65+ wpm required

• 1-3 years of experience in customer service

• A private space to work from

• Flexible availability - Our clinic is open 24 hours a day, 7 days per week

• Bilingual (French and English), spoken and written

Great-to-haves

• Experience in medical terminology

• Training in medical office assistant, medical secretary is an asset

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you’re helping us make the future friendly. 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.

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 personnel 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.