Director, Service Delivery and Virtual Clinical Operations - TELUS Health Virtual Care

Description

Join our team

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 2 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.

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

You’ll play a critical role, handling the end-to-end operations for TELUS Health Virtual Care including our Primary Care, EFAP and Disability Management Services. You’ll help us to evolve by bringing forward ideas that will help us improve efficiency and service delivery for our patients. You’ll use operational data, patient / team member feedback and partnerships across teams to fully develop TELUS’ competitive advantage to ensure we are delivering the best experience for our patients and team members.

Here's How

• Member of the TELUS Health Virtual Care executive leadership team to develop and design overall clinical care excellence, service and market growth strategy
• Overseeing and planning, leading and managing day to day Virtual Care operations for 70 TELUS Team Members and over 600 registered health care providers
• Oversees and leads the Operations Management team - providing coaching, development and mentorship in day to day activities and responsibilities of the team and provides on-going support and guidance to the team as necessary
• Performance management responsibilities including motivating leaders to achieve objectives, conducting performance appraisals for managers
• Developing clinic budgets and supporting managers in meeting revenue and expense targets
• Continuous evaluation and review of all operational processes and procedures to identify and recommend improvements
• Working closely with operations and clinic leaders from across the country to implement policies, processes and procedures
• Maintains client services quality assurance (QA), ensuring the standard of service is consistently delivered by monitoring reception, appointment booking, referral processes, correspondence, timely client communications & client survey satisfaction
• Supporting the sales team in client pursuits and ongoing account management
• Fostering an enthusiastic and positive culture within the region while ensuring that all employees are treated respectfully and given the opportunity to succeed
• Protects health information and privacy and ensures team has update information and training on TELUS Virtual Care Policies
• Supporting the vision, mission, values and strategic objectives of the company through open and transparent communication
• Working with the product team to advocate for the needs of the clinical team to continue providing best in class patient care and improving operational efficiency
• Demonstrated bias for action that is solution oriented, business outcome driven and client focused

Qualifications

• Bachelor’s degree in Business Administration, Healthcare Administration or Health Sciences. Relevant graduate degrees are an asset
• Analytical mindset and approach to business challenges
• Biased for action
• Exceptional communication and organizational skills

Experience:

• 7+ years of progressive management experience (relevant experience in healthcare, EAP, private clinics, hospitality or other pertinent service industry preferred)
• Experience in creating financial budgets and managing to achieve results is mandatory
• Outstanding negotiating skills in both internal and external settings
• People leadership with a proven track record of fostering collaboration and growth within team members

Position Requirements:

• Position can be hybrid of in office and remote working within Canada
• Hours: Monday to Friday (37.5 hours per week)