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Client Service Mgr II

Location:

Toronto, ON, CA, M5J 2V5 Ottawa, ON, CA St John's, NL, CA Edmonton, AB, CA Vancouver, BC, CA Halifax, NS, CA Moncton, NB, CA Saskatoon, SK, CA Calgary, AB, CA Winnipeg, MB, CA

Req ID: 49871

Jobs by Category: Health

Job Function: Health Solutions

Status: Full Time

Schedule: Regular

Create Awesome Experiences for Our Customers

Are you a problem-solver who thrives on challenges? Do you believe that continuous learning is an exhilarating journey, and that well-being is just as important as career success? If so, join the TELUS Health team for an exciting and fulfilling career!

At TELUS Health, we cultivate a workplace that encourages curiosity, promotes continuous learning, and, most importantly, values fun! We prioritize your well-being, understanding that a happy and healthy team is key to exceptional performance. Together, we’re building a future that’s not just friendly but truly fantastic.

Your Mission

As a Client Service Manager II, your mission is to elevate the customer experience, achieve a high level of performance ensuring successful delivery of client specific projects and providing support for various client initiatives. You will serve as the primary point of contact for carriers or TPAs, ensuring they fully leverage their adjudication technology solutions.

In this fast paced role, this individual will be responsible for planning, risk management, and management of interdependencies. You will have an opportunity to work on highly visible programs interacting with stakeholders from every level and area of TELUS and day to day interaction with our customers. Your deep understanding of adjudication operations, coupled with your ability to implement innovative solutions, will drive exceptional service delivery and improve operational efficiency.

What You’ll Do

Relationship Management - manage and maintain relationships with numerous internal stakeholders to ensure coordination of support issues and excellent customer service
Lead Client Engagements: Act as the main point of contact for carriers, understanding their business needs and regulatory requirements
Optimize Utilization: Ensure clients fully leverage our technology solutions to support their business operations and innovative strategies
Drive Service Excellence: Deliver outstanding service by deeply understanding and addressing client needs, fostering a positive and seamless customer experience
Provide Strategic Insights: Gather and share valuable customer insights to inform continuous improvements in our solutions
Innovate and Implement: Contribute to the development and execution of solutions that enhance adjudication operations and compliance. Execute program plans (quality, risk, communication etc) to align the program outcomes with stakeholder expectations and
standards
Collaborate Cross-Functionally: Work with internal teams, including Product, Support, and Sales, to drive our shared vision and deliver impactful results

What You Bring

Sound knowledge of the major functions of providing exceptional client care, including sales, service provisioning, technical support and complaint management
Exceptional communication and relationship-building skills
Strategic problem-solving abilities and a customer-first mindset
Ability to thrive in a fast-paced, collaborative environment
Passion for improving adjudication operations through technology
Demonstrated ability to influence and collaborate with clients, stakeholders and cross-functional teams
Ability to take initiative and work with minimal supervision and work collaboratively with both internal and external customers
Ability to support strategic plans including business, financial and product strategies.
Excellent analytical, communication and presentation skills

Knowledge, Skills, Abilities

Knowledge of pharmacy benefits management industry, managed care, health technology assessment
Experience with private payer stakeholders (insurers, third-party administrators, brokers, consultants), clinical programs, and claims processing
Subject matter expertise in Canadian drug benefit programs management
In depth knowledge of both private and public sector stakeholder interests, strategies and trends
Knowledge of TELUS Health financial processes, priorities and strategic objectives

Education/Experience

University or other post secondary education
3+ years experience in the pharmacy benefits management industry
3+ years of experience in management, preferably client service management or business operations management

Salary Range: $72,000-$108,000

Performance Bonus or Sales Incentive Plan: 12%

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.

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.

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.

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