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Bilingual Senior Consultant, Complex Solutions - TELUS Health

Location: 

Montreal, Quebec, CA Ottawa, ON, CA

Req ID:  26264
Jobs by Category:  Health
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular

Description

 

Position overview

 

We believe that technology plays a key role in optimizing and advancing the way healthcare services are provided. The Clinical Solutions and Services team at TELUS Health helps over 70,000 clinicians to access the information they need to provide safe, optimized care to the public.
If you’re passionate about digital healthcare technology, if you demonstrate leadership skills, if you have a sense of initiative, and if you thrive in a constantly changing environment, then you’re the person we’re looking for.

 

The successful candidate acts as a link between the Technology Operations team under the Technology department, the Delivery team, the Support team, the Product team, and our partners. In this key role, you will work closely with customers and identify and oversee support, delivery and/or technology issues, lead the development and implementation of action plans containing priorities and timelines to address customer needs, troubleshooting and special situations. Furthermore, you will collaborate on the development of a digital clinical file roadmap with the Product and Technical teams to define priorities and plan long-term development.

 

As part of the team, you will have the following responsibilities:

 

  • Act as the first point of contact for partner and customer discussions and escalations, and effectively manage incidents until they are resolved
  • Supervise support and technology issues by working with customers and various TELUS Health teams
  • Work closely with anomaly resolution teams for incidents requiring complex analysis, and lead teams in identifying and documenting causes and resolution options
  • Work closely with internal teams (Support, Delivery, Technology Operations) to:
    • Ensure clear and timely communications with customers and
    • Resolve escalated complaints
  • Lead and conduct post-mortem reviews after production releases, as required
  • Participate in the development and maintenance of a digital clinical file roadmap
  • Collaborate on cost-effectiveness analyses to influence and support decisions concerning the roadmap
  • Produce and deliver high-quality presentations for an executive audience

 

Qualifications

 

Knowledge/experience:

 

  • 4+ years of experience in customer service management, incident management and escalation management
  • Good knowledge of product management and supplier management
  • General knowledge of software development processes
  • Knowledge of the ITIL service management solution
  • Ability to work with different resources to resolve issues and get results
  • Understanding of healthcare, clinical information systems and clinical processes
  • General knowledge of project management processes
  • Bilingualism (mandatory French/English)

 

Required skills and abilities:

 

  • Excellent interpersonal skills for interacting with a wide range of clinical, IT and management professionals, including executives and executive staff
  • Strong analytical skills and attention to detail
  • Strong knowledge of Microsoft products: Word, Excel, PowerPoint as well as Google Suite
  • Strong strategic, tactical, and critical thinking skills
  • Strong presentation skills and problem-solving abilities
  • Ability to work as a team and maintain excellent relationships
  • Experience with productivity and collaboration tools (Jira, Heat, Confluence, Microsoft Office)
  • Excellent initiative; the candidate must be willing to accept a range of responsibilities

 

Required professional designation/certification:

 

  • University degree in engineering, business administration, computer science, health informatics or any other recognized degree in a related field
  • ITIL certification is an asset

 

#LI-Remote

 

 

A bit about us

We’re a people-first, 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. 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.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.

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

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.