Bilingual Team Manager - Care Coordinator Lead - TELUS Health Virtual Care


Montréal, QC, CA Calgary, AB, CA Vancouver, BC, CA Toronto, ON, CA, M5J 2V5

Req ID:  41788
Jobs by Category:  Health
Job Function:  Health Solutions
Status:  Full Time
Schedule:  Regular



TELUS Health Virtual Care is the leading Canadian virtual care platform; we are reimagining how healthcare can look differently – benefiting both patients and providers. TELUS Health Virtual Care connects more than 2 million Canadians across the country to our team of kind and knowledgeable primary care providers; through our user-friendly app, our team of Registered Nurses, Nurse Practitioners, and Physicians can help patients get new and refill prescriptions, obtain specialist and lab referrals, and have their health questions answered - 24/7, across the country, in French and English. In addition, our team of Mental Health Therapists provide one-on-one private sessions as well as providing disability management services.


At the core of our mission is a passion to improve the health experience for patients and providers, leading to better health outcomes for everyone. We wake up every day with a single, simple question: “how can we help more people?” This question has united us more than ever during the COVID-19 pandemic, as we all rallied around this worthy cause.


Like the clinical service we deliver, our team culture values kindness, compassion, collaboration, and critical thinking. We’re a tight-knit, supportive team that is connected by our common mission to do good in the world and make a positive, impactful difference in Canadian healthcare.


Our team and we’ll accomplish together


As a Team Manager, Care Coordinator Lead, you will be leading the Care Coordinator team which works in tandem with our clinical team to complete administrative tasks and follow-ups to provide comprehensive patient care. As the team lead, you will be contributing to the daily tasks of the team.


Reporting to the Director of Operations, the Care Coordinator Team Lead will work closely with our clinical team of RNs, RPNs, MDs and NPs to provide optimal patient-centered care. Working with multiple stakeholders, you’ll be presented with a fast-paced environment requiring constant organization while maintaining close attention to detail.

What you’ll do


  • Oversee a team of care coordinators by providing training, guidance and professional development
  • Ensure proper documentation is in place for all processes completed by the team. Work with the Director of Operations and clinical team to improve clinic operations and patient care
  • Participate in the tasks required of the Care Coordinators as described below:
    • Complete billing for appointments
    • File and retrieve patient records
    • Coordinate care for patients which may include booking follow-up appointments, notification of results, and assisting with other administrative requests
    • Coordinate prescription clarification between clinical team and pharmacy
    • Manage incoming calls and voicemails
    • Conduct proactive care follow-up with patients as directed
    • Manage outgoing referrals and ensure timely care for patients
    • Manage incoming documents in the EMR. Notifying patients of incoming labs, diagnostics, and referrals
  • Ensure important issues and concerns are communicated appropriately and are properly addressed within an appropriate period of time
  • Protect patient rights by maintaining confidentiality of personal and financial information
  • Provide feedback, suggestions and participates in continuous process improvement
  • Ensure protection of patient data accessed as part of job responsibilities
  • Monitor internal systems for incoming requests from the clinical team and respond as required
  • Pull weekly team metrics in order to monitor and evaluate the performance of team members, providing feedback and coaching as needed
  • Address conflicts and issues within the team in a timely and effective manner
  • Foster a culture of collaboration and teamwork within the team
  • Creating work schedules that cover all necessary shifts and ensure adequate coverage during peak times





What you bring


  • Pervious people management experience
  • Bilingual in English and French
  • Previous experience working with an Electronic Medical Record system or similar mandatory 
  • Typing speed of 65+ wpm
  • Previous Medical Office Assistant (MOA) training or medical office work experience mandatory
  • Experience with medical terminology
  • High comfort level with IT systems mandatory (Windows and Mac OS)
  • Strong organizational and time management skills
  • Being solution-oriented with a “lead with yes” mindset


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:  $72,000-$108,000
Performance Bonus or Sales Incentive Plan:  15%

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 …

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.






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

Physicians using TELUS Health electronic medical records

Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions


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.