Bilingual Customer Support Representative - TELUS Health Virtual Care

Description

Please Note: The hours for this role are Monday - Friday, 12:00pm - 8:00pm EST

TELUS Health Virtual Care is reimagining health care in Canada.

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 1 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. 

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. 

TELUS Health Virtual Care aims to put virtual care in the hands of every Canadian. We help employees stay healthy and keep them performing at their best. During the current crisis, we are saving patients from entering high-risk environments and keeping them safe at home whenever possible. 

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. 

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

As a Customer Support Representative, you will be providing support to our potential customers and patients to ensure they are able to access our products and are satisfied with the services provided. 

Reporting to the Manager of Shared Services, the Customer Support Representative will work closely with our tech, client services, and product teams to resolve issues and provide feedback on frequently raised concerns. You are always listening to the customer and representing their voice to our cross functional teams. Working with multiple stakeholders, you’ll be presented with a fast paced environment requiring constant organization while maintaining close attention to detail. 

Here’s how you will rock this role…

• Responding to customer questions, concerns, and requests via email and phone, in accordance with our service level agreements
• Escalating any product, service, or tech related issues to the appropriate team
• Working with the team lead to manage and update central documentation and resources on handling patient concerns and facilitating in the creation of FAQs, and other resource materials, as required
• Updating system eligibility records as required to ensure accuracy of the data
• Help patients activate and use their TELUS Health Virtual Care app
• Understanding and troubleshooting potential issues or concerns that may occur with new products or apps

Qualifications

You’re the missing piece of the puzzle

Knowledge/Experience

• 2-3 years of experience in customer facing role
• Bilingual in English and French 

Skills and Abilities

• Patience and tact in dealing with customer concerns
• Excellent written communication skills
• Confident working with a variety of teams 
• A hands-on learner that can navigate ambiguity, complex issues, and concepts
• Strong problem-solving, decision-making, and multi-tasking skills
• Grit and tenacity while maintaining a positive outlook