Bilingual Senior Consultant, Complex Solutions - TELUS Health

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

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