Client Service Manager II - Collaborative Health - TELUS Health

Description

#Li-Hybrid

Join our team

We are Canada’s most innovative digital health company and touch the lives of more Canadians than anyone else, and we aspire to transform healthcare within Canada and beyond.

The Collaborative Health team at TELUS Health is led by physician-technologists and design-obsessed engineers. We’re charting a new course in healthcare with our award-winning TELUS Collaborative Health Record, an end-to-end, secure, cloud-based digital platform. Patient engagement and automation are at the core of our vision.

Our rapidly growing customer base includes thousands of healthcare professionals from across Canada, the United States, New Zealand, and Australia.

Create exceptional customer experiences

The Customer Experience Manager acts as a representative and point of contact between the customer and Collaborative Health for provision of services, and to handle issues relating to after-sales service and service insurance as well as escalated issues. Manage activities proactively to support important and complex customer accounts assigned to you in order to ensure that all contractual requirements are delivered and that a high level of customer satisfaction is maintained, in line with Collaborative Health’s goal of continually improving its customers’ experience.

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

Your responsibilities

• Provide a single point of accountability, 24 hours a day and 7 days a week, to manage your assigned accounts in accordance with customers’ expectations and TELUS’s service obligations. Build and maintain strong relationships with customers and provide them with daily advice and support
• Responsible for managing customer relations to promote loyalty and ensure customer satisfaction with a focus on maintaining and growing revenue
• Establish and expand strategic partnerships with internal/external service partners to improve customer experience
• Able to identify organic growth opportunities to support the company’s growth
• Familiar with the RFP process, and especially with managing RFPs once they are assigned
• Responsible for performing regular account reviews, conducting customer satisfaction surveys, and completing reports or investigations after incidents, while supervising initiatives aimed at improving customer satisfaction

Qualifications

You’re the missing piece of the puzzle

Required knowledge:

• Knowledge of the health technology sector is a must
• Knowledge of the Quebec public sector (CISSS, CIUSSS, MSSS)
• Three to five years experience with, recognized customer communication skills
• University degree in healthcare, business or a related field
• Practical knowledge of the following:
  • Medical office and public sector processes
  • Electronic medical systems 
  • Operating systems 
  • Application of consultative selling techniques
  • Salesforce

Required skills and abilities: 

• Commitment to excellent service, ability to stay up to date with new technologies, exceptional active listening and administrative skills, and a strong sense of organization (essential skills)
• Prioritize excellence in customer service
• Problem solving abilities
• Excellent written and spoken communication skills – bilingual in French and English
• Tact and diplomacy