Digital Health Support Associate

Description

Join our team

Who is TELUS Health - MyCare?

As part of the Clinical Operations team, you’ll be working alongside leaders in technology, physicians, medical experts, and a fun, hard-working group of HealthTech enthusiasts who are responsible for the roll out and operations behind TELUS Health MyCare.

You’ll get to learn the ins-and-outs of our technology and gain extensive knowledge of the Canadian healthcare system. You’ll also be a part of a national and global turn in innovation, as technology becomes integrated into our understanding of what it means to see a doctor right from your smartphone. 

You’ll be responsible for up to 100 incoming and outgoing calls per day, as well as managing the post-consultation care for our patients by liaising with pharmacies and working with other members of the medical community. The ability to provide professional and confidential support via telephone, while typing notes, is important. 

The platform we use merges healthcare and technology and we’ll need you to be comfortable with providing low-level technical support, such as walking patients through downloading an app, or finding a particular tab, and providing technical support to our physicians during appointments.

Experience working with some form of CRM software and completing highly administrative tasks like data entry is valuable; you’ll be responsible for navigating and updating 50-100 patient records per day.

Above all, the ability to demonstrate previous experience in providing exceptional customer service is paramount. Can you stay calm under pressure? We want to hear about it!

Our commitment: Better healthcare options for everyone. We are leveraging the power of technology to provide Canadians with better health outcomes. Connecting health teams, streamlining workflows, and empowering patients to manage their health are just some of the ways our digital solutions promote collaboration and efficiency.

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

We are looking for an enthusiastic, customer service minded individual who thrives in a collaborative, friendly and supportive environment. Join our team and help us shape the future of how Canadians engage with the healthcare ecosystem.

Here’s how

• Answering incoming calls and initiating the booking of patients appointments 
• Assisting with medical referrals
• Identifying and assessing customers’ needs to achieve satisfaction
• Daily communication of doctor schedules
• Basic billing and product knowledge communication and first point of contact resolution
• Other duties, as required

Qualifications

You're the missing piece of the puzzle

• Two (2) years of work experience in a medical environment
• Excellent communication skills 
• Intermediate computer skills and knowledge of Windows & G Suite environment
• Basic telephony skills and previous experience connecting calls to various departments
• Superior time management skills
• A quick learner, ability to organize, adapt, prioritize and multi-task
• Confidentiality and high level of empathy is critical
• A proactive attitude with the ability and skill to achieve goals independently or with limited direction from a supervisor
• Private clinic, Dental clinic, Senior Citizen community living Medical Office or Primary Care Medical Office experience would be an asset
• Previous experience of making referrals and specialist appointments would be an asset
• Knowledge of medical terminology, experience handling medical records or physical charts would be an asset