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Operations Mgr - TELUS Health

Location: 

Toronto, ON, CA

Req ID:  29405
Jobs by Category:  Health
Job Function:  Customer Service
Status:  Full Time
Schedule:  Regular

Description

 

Want to be a part of a transformational journey with innovative talent and leading edge technologies?


 
Who we are 

 

We are THE Tech Company to Watch in the healthcare industry!  The Collaborative Health Team, part of the great TELUS Health family, was founded by practicing physicians and tech futurists. 
 
Our team is charting a new course in healthcare by connecting patients and providers through a range of electronic medical record (EMR) technologies – From an end-to-end, secure, cloud-based digital platform that is an evolving vehicle for patient engagement and health practice automation (the Collaborative Health Record), to our various legacy platforms that provide critical clinic operations, patient medical record access, and end to end patient care capabilities.  We are the Canadian market leader in patient healthcare technology solutions, and our products are evolving to ensure that clinicians have a modern and user-friendly interface that streamlines and modernizes their practices through smart, customizable, and automated patient management tools.  The outcome:  More time for improved patient care.  

Our Collaborative Health Customer Success team is proud and laser-focused on our role in supporting our EMR users with our customers-first values.  We know that we have an important role to play in ensuring clinicians have best in class support when they need it, so they can deliver best healthcare outcomes to their patients.  Join our team, and you’ll be part of our journey to deliver proactive, reliable, and solutions-oriented service experiences!  

 


Our team and what we’ll accomplish together


 
Reporting to the General Manager, Customer Success as the Manager, Operations you will  lead a team of approximately 60 contact center team members, composed of front line Technical Service Representatives, Team Managers, and Quality Managers.  You lead with a high degree of emotional intelligence, thought leadership and are admired for the ability to deliver with excellence and reliability. You have a bias to action, proactively collaborate with a continuous improvement mindset, and bring an ability to move our operations forward to evolve with our business.  You have a natural ability to form strong working relationships and transform the complicated into simple. You are comfortable working with a range of levels and stakeholders across the organization – including senior executives, technical engineers, legal & compliance stakeholders, workforce management, and operations colleagues.  And at the core of it all, you are highly motivated by the role you play in delivering customer experience excellence and are a proud advocate across our business to drive our customers first culture!
 

Qualifications

 

What you’ll do

 

  • You jump right in to work with your colleagues – collaborating with kindness, supporting each other, having some fun solving business problems and finding ways to improve customer outcomes
  • You wear your passion for Customers First proudly, and never stop seeking opportunities to improve our customer and team member experience - through a toolkit of process, policy, automation, execution excellence, and technology
  • You build trust and bring out the best in your team – by zooming in to understand operations, and zooming out to champion change and build operational programs that benefit our customers, team and business
  • You are a champion for results management – challenge the status quo, have the curiosity to ask why (and then ask why again!), and inspire others to share new ideas
  • You have exceptional business and analytical proficiency which you apply to operations and strategic evaluation and you logically extend this to the establishment of outcome measurement methodologies
  • You love software, and you love processes – which allows you to find joy in managing the intersection of supporting operational excellence in a B2B software service environment
  • You have excellent collaboration skills which you use to both partner with others and to obtain alignment on your assessments and recommendations
  • You are a champion for coaching and quality models, and apply coaching methodologies to your everyday leadership toolkit
  • Your proficiency with Google Suite, complemented by customized storytelling ability, draws admiration
  • You take pride and ownership of our team culture - championing new and tested engagement pillars to weave a tight fabric of culture, collaboration and fun for our team

 

What you bring

 

  • Minimum 7 years experience in an operational and/or customer facing environment – in contact centers, healthcare, channel 
  • Minimum 3 years of leadership experience, ideally as a second level leader with teams greater than 40 team members
  • University degree - wide variety of disciplines welcome!  
  • Exceptional leadership competencies:  Proven ability to lead highly engaged and effective teams
  • Strategic Planning: Ability to translate our Customer First strategic vision into clear goals and tactics
  • Process Improvement: Ability to provide project requirements that support the development, execution, and growth of new tools and processes that enable team members to provide increasingly higher levels of service
  • Excel in highly collaborative team environments, with the ability to zoom from operational daily management to long term strategic leadership
  • Bring extraordinary verbal and written communication skills
  • Have a track record for successfully supporting teams through change

 


Great-to-haves

 

  • Bilingual (French-English)
  • Experience with Salesforce, Tableau, Jira & Google Suite
  • Experience with, and understanding required to learn new technology and applications
  • Healthcare industry experience
  • Experience with quality & coaching programs
  • B2B software support experience

 
 
 
 

#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.