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Technical Customer Service Agent II (Collaborative Health) - TELUS Health

Location: 

Toronto, ON, CA

Req ID:  22221
Jobs by Category:  Health
Job Function:  Health Solutions
Status:  Full Time
Schedule:  Regular

Description

 

This is not your typical Support role!!!

 

The Telus Collaborative Health Record is looking for a Customer Support superstar with experience in technology and healthcare environments. Nothing brings us more joy than seeing our customers happy. As a Customer Support Specialist, you will use your product knowledge to drive our customers satisfaction and success. You will be part of a team that is charged with propelling The Telus Collaborative Health Record’s platform forward as a market leader in Canada and beyond.

 

The CHR is a suite of highly integrated tools - including virtual care, outcomes measurement, scheduling, billing, labs, referrals, document management, patient engagement, and more. It enables healthcare providers and administrators to manage virtually everything about their practice.

 

The majority of our Support is provided via an integrated Chat Bubble. Our team is proficient in asking the right questions to ensure that we are providing the correct answers. If you are looking for a call centre position, this is NOT the job for you. The CHR Support Team is dynamic and continuously exceeds our clients expectations.

Position Overview

 

  • Become a Subject Matter Expert (SME) and strive to use that knowledge to make customers successful
  • Identify and articulate product challenges and improvement opportunities working directly with your Leader and the Product Team
  • Document system problems, bug reports and resolutions for future reference
  • Stay up-to-date on all the most recent product developments
  • Understand how customers interact with The Telus Collaborative Health Record products and identify their needs, challenges and ideas
  • Serve as a gatekeeper for incoming communications, flag those that are high-priority and respond with speed and accuracy as appropriate
  • Advocate customer needs and ideas internally and work collaboratively with other teams to achieve outcomes and results for customers
  • Deliver value-driven solutions; ensure that customers begin every interaction with The Telus Collaborative Health Record with a clear understanding of its purpose and conclude every interaction with tangible results or next steps
  • As a member of the team, positively impact key metrics for support response time and time to value
  • Prepare detailed documentation outlining systems capabilities and processes
  • As needed, support other teams including Account Management, Analytics, Quality Assurance, and Implementation

 

 

Qualifications

 

Skill requirements

 

  • 3+ year(s) of experience in technology in a similar environment
  • 3+ year(s) of experience in the healthcare environment, preferably working with EMR's
  • Strong troubleshooting skills
  • Written and verbal communication
  • Bilingualism in French and English is required
  • Teamwork
  • Problem Solving
  • Patience and listening skills


 

 

 

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.