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Escalation Advisor - Medical Clinic (TELUS Health-Vancouver)


Vancouver, British Columbia, CA

Req ID:  24072
Jobs by Category:  Health
Job Function:  Health Solutions
Status:  Full Time
Schedule:  Regular


Location: 300-808 Nelson St, Vancouver BC (On-Site, In-Clinic) 
Status: Regular Full-time – Monday to Friday 8:00 am to 4:30 pm or 8:30 am to 5:00 pm



Create awesome experiences for our customers!


TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health.


Simply put, our team members across the country are united by their commitment to continuously innovating to make healthcare more accessible and deliver improved health experiences for everyone.


Do you share our passion?


Our team and what we’ll do together:


The Escalation Advisor is responsible for managing client experience around engagement and retention of the client in the programs and services enrolled. The Escalation Advisor will act as a care navigator to the client, educating and connecting them into programs and services when appropriate, as well as triaging client requests to proper business channels, BD, Finance effectively and always with client experience as the top priority. The successful candidate will be an excellent communicator, will have a good understanding of the programs and services offered, and will look for opportunities to proactively engage clients in best healthcare management practices.


What you’ll do: 


  • Manage Level 1 and Level 2 client concerns/complaints
  • Manage and improve workflow of client termination requests
  • Triage client calls to appropriate channels and assists with requests in the area of Finance, Business Development, Virtual Care, Pharmacogenetics, and Physician Transfers
  • Manage Physician Transfer requests
  • Distribute client experience surveys to clients daily/weekly
  • Distribute client reminders, weekly/monthly/quarterly
  • Conduct regular proactive follow up with clients 4-6 weeks post prevention screen and book the next annual prevention screen at that time
  • Manage 90 day no contact lists
  • Seek opportunities to further develop the Escalation Advisor role with proactive approaches and client experience in mind, support operations in the development of client reminders and timing
  • Support clean-up of patient information in electronic medical records
  • Support seamless onboarding with phased education on available fee for service offers and technology (Akira set up, accessing portal, secure messaging, on call physician)
  • Client check ins post-prevention screen





What you bring:


  • Minimum of 3 years working in a front line customer service environment
  • Experience managing client escalations and/or complaints is a strong asset
  • Superior communication skills
  • Strong computer skills
  • Post -Secondary Education preferred in any field within Health Care, Communications, Business Enablement



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.






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

Physicians using TELUS Health electronic medical records

Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions


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.