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Client Service Manager ll - TELUS Health

Vancouver, BC
Full Time
5 days ago

Create awesome experiences for our customers.

The TELUS Health Team is charting a new course in healthcare by connecting patients and providers through its award-winning Collaborative Health Record (CHR), an end-to-end, secure, cloud-based digital platform that has transformed the antiquated electronic medical record (EMR) into an evolving vehicle for patient engagement and health practice automation. Our modern and user-friendly interface and devotion to improving patient-provider engagement is the answer for all health practitioners seeking to streamline and modernize their practices through smart, customizable, and automated patient management and engagement tools. Led by physician-technologists and design-obsessed engineers, our customers include the University of British Columbia, the Canadian Mental Health Association, and a rapidly growing portfolio of 2,000+ healthcare providers across Canada, the United States, New Zealand, and Australia.

Join our mighty team!

We are a group of passionate individuals committed to ensuring the success of health care workers to deliver patient care. We want people that are self-starters and enjoy taking ownership of their work. The main mantra is to always improve - improve the processes; improve the products; improve our client's experience; and improve yourself.

You will be joining the TELUS Health as a Client Services Manager ll, and a core member of the Collaborative Health Record (CHR) team ensuring the success of primary healthcare providers to provide the best possible care to their patients.

As a Client Services Manager ll, you will:
    •Function as the Single Point of Accountability (SPOA) between the CHR team and the clients' senior operational management and executive.
    •Establish and nurture strategic partnerships with internal teams and external service partners to ensure customer success.
    •Have a passion to build and maintain strong, authentic and honest client relationships.
    •Provide client advice and support to ensure success.
    •Set realistic client expectations by being transparent about challenges and obstacles.
    •Focus on continual service improvement in support of the client's strategic direction, success and business plan.
    •Perform client reviews; manage investigations, escalations and post-Incident reports.
    •Advocate for your clients by championing continuous improvement initiatives and proactively communicating with diverse stakeholders to improve service delivery and resolve issues.
    •Engage subject matter experts (SME) to define scope and pricing of additional services to meet unique client needs.
    •Keep our customers informed of new features that may be of interest to them.
    •Monitor adoption; gather and respond to customer feedback.


You are the missing piece of the puzzle if you have/are:
    •Strong leadership attributes and abilities: Collaboration, communication, creative thinking and decision-making skills.
    •Business acumen, including an understanding of healthcare issues.
    •Highly motivated and self-sufficient, able to work successfully under pressure and in the face of ambiguity - proactively identify when it is necessary to take certain steps and move ahead with confidence.
    •A passion and drive to improve the success of connecting people with healthcare.
    •Nice to haves:
    •Experience with CRM tools
    •Experience with Project Management tools and processes
    •Process creation and Improvement

Why us?

We take care of our employees and provide you:

Great pay; great people; top technologies; profit sharing bonus; stock purchase plan; dedication to team engagement; career development; flexible benefit plan with many innovative options and programs; defined contribution pension plan; flexible work styles and more!

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.
Health Care