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Clinical Operations Consultant - Virtual Care

Location: 

Calgary, AB, CA Vancouver, BC, CA, V6B 0M3 Edmonton, AB, CA Toronto, ON, CA

Req ID:  54036
Jobs by Category:  Health
Job Function:  Health Solutions
Status:  Full Time
Schedule:  Regular

Description

Location: Vancouver, BC, Toronto, ON, Calgary, AB

Status: Regular Full Time

Target Salary Range: $80k-$120k

 

Our team and what we’ll accomplish together

 

At TELUS Health, we are on a mission to be the most trusted wellbeing company in the world. TELUS Health MyCare is at the forefront of this mission, providing a public healthcare app that makes it easier for Canadians to access virtual care conveniently. We empower patients to take control of their health journey while providing our clinicians with greater flexibility and a collaborative, multidisciplinary environment.

 

Our team is expanding into specialized care, including our new Menopause and Weight Management services. We are evolving our model to include message-based care, allowing for seamless, convenient follow-up care between patients and their dedicated care teams.

 

We're seeking an experienced Clinical Operations Consultant with specific expertise in telehealth services to help pioneer groundbreaking virtual care programs for women’s health and weight management. In this role, you'll help architect these new services by defining the operational support model, the clinician compensation program, and the patient care journey. You will bridge the gap between our clinical teams, product managers, and business leaders.

 

You will be the subject matter expert on asynchronous healthcare, advising on how to maximize the patient and clinician experience while ensuring the service is scalable and cost-effective. You will play a critical role in defining how doctors, nurse practitioners, dietitians, and counsellors interact in a text-based environment.

What you'll do:

 

  • Service Design & Process Architecture: Collaborate with clinical leaders to build and document distinct clinical workflows for each provider type (MDs, NPs, Dietitians, and Counsellors), ensuring each role functions at the top of their scope in a chat environment
  • Clinical Product Advisory: Act as the operational voice to help define requirements for chat features, such as smart templates, automated triage, and clinician dashboards that reduce administrative burden
  • Capacity & Demand Forecasting: Develop and maintain models to predict chat volume and message frequency. Advise operational leaders on staffing levels required to meet response-time goals (SLAs)
  • Operational Excellence: Define and monitor key performance indicators (KPIs) including response times, clinician utilization rates, and the "Sync-to-Async" conversion rate
  • Clinical Scope & Safety Guardrails: Collaborate with Medical Directors to establish clear protocols on which patient inquiries are appropriate for chat and which require an escalation to a live video consultation
  • Experience Optimization: Gather and synthesize feedback from both patients and clinicians to identify friction points and propose service improvements
  • Stakeholder Alignment & Change Management: Lead cross-functional working sessions to align clinical, product, and operational teams on new service workflows, ensuring smooth adoption of message-based care models

Qualifications

 

What you bring

 

  • Experience: 3–5 years in Operations, Service Design, or Product Operations, ideally within a high-growth Digital Health or Direct-to-Consumer Marketplace environment
  • Subject Matter Expertise: Proven experience in managing or designing asynchronous service models (text-based or queue-based delivery) including clinician compensation models for multi-disciplinary teams and scheduling systems for complex patient journeys
  • Analytical Rigor: Strong proficiency in data analysis and financial models to drive decision-making and forecast capacity and unit economics
  • Collaboration: Exceptional ability to influence cross-functional stakeholders, including Product, Engineering, and Clinical leadership
  • Healthcare Literacy: A strong understanding of the Canadian healthcare landscape and virtual healthcare delivery
  • Communication: Ability to translate complex clinical needs into clear operational processes and technical requirements

 

Great-to-haves

 

  • Experience with healthcare compliance and regulatory requirements (PIPEDA, provincial telehealth regulations)
  • Familiarity with healthcare scheduling or workflow management platforms
  • Background in women's health, weight management, or chronic disease management

 

 

 
Salary Range:  $86,000-$160,000
Performance Bonus or Sales Incentive Plan:  15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. 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, based on the role's requirements
  • 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 …
Job Type:  This is for a current vacancy

A bit about us

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.

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.

 

 

 

 

Health

We’re 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.

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