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Process Improvement Consultant - TELUS Health


Montreal, Quebec, CA Toronto, ON, CA Quebec, Quebec, CA

Req ID:  23466
Jobs by Category:  Health
Job Function:  Health Solutions
Status:  Full Time
Schedule:  Regular



Who is TELUS Health?


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.


TELUS Health - Care Centres is a connected network of 16 best-in-class medical centres where our renowned and passionate teams of healthcare professionals can capitalize on TELUS Health’s innovative digital health technology to deliver:


  • Highly personalized care
  • Enhanced patient experiences
  • Easy access to a broad range of services in preventive health, wellness, primary care, mental health and occupational health


Our team and what we’ll accomplish together


We are seeking a Process Improvement Consultant to join our THCC Enablement team to lead a number of improvement initiatives across our clinical network. You are a dynamic and innovative professional, with a knack for challenging the status quo. In this role, you will work with a Senior Program Manager and clinical staff to identify opportunities to improve patient experience, clinic operations and employee engagement. You will lead the implementation of these initiatives with a programmatic approach. Ensuring there is proper oversight, KPIs and funding to take a concept from an idea through to execution.


Our TELUS Health - Care Centres Enablement Team supports patient service excellence, training, internal communications, process improvement and work closely with the operating teams building out optimized delivery models, processes and tools to drive a best-in-class patient journey through our clinics. This team will embed the best of what TELUS Health has to offer in the patient journey, showcasing our breadth of digitized capabilities and our top expertise in our in-clinic experience.


We embrace lean and agile methodologies to ensure we are providing the right solution, at the right time, using the right approach. We are continuously looking for opportunities to innovate and introduce new ideas to deliver the most impact for our stakeholders. We celebrate our failures and see them as opportunities to learn. We are passionate about collaboration and working in partnership with our stakeholders and peers to meet business needs.

What you’ll do


  • Collaborate with stakeholders at varying levels to develop appropriate plans and strategies for the opportunities prioritized
  • Support and execute key initiatives from concept through to successful execution, with a ‘quick wins’ focus
  • Leverage your lean skillset to identify opportunities for operational excellence in addition to a better patient experience and team engagement
  • Ensure operational readiness and effective change management supports are in place
  • Contribute to team culture: inspire and motivate team members to an elevated level of leadership
  • Potentially flex to support other enablement team needs (other projects, communications, learning, etc)





What you bring:


  • Innately curious with a strong drive to dive into the unknown; secretly, you probably like to think of yourself as something of a detective
  • Exceptional judgement with the courage to fail-fast and generate value from every learning loop
  • Know how to collaborate and establish strong working relationships quickly with others
  • Thrive in a fast-paced and changing environment
  • Are forwarding thinking and willing to try new ideas
  • Clearly see things from the perspective of our customers/patients
  • Can see the big picture and know how to prioritize effectively
  • Have a solid understanding of lean principles and know how to apply them in a healthcare setting
  • Are passionate about and understand change management
  • Are willing to roll up their sleeves and do what needs to be done
  • Have a strong bias for action 
  • 5 years’ experience in process improvement, ideally in a healthcare or clinical setting
  • Lean or Six Sigma certification is an asset
  • Bilingual (French/English) is an asset


Other key competencies you bring: 


  • Collaborator: Ability to lead, collaborate with, and influence cross functional teams
  • Problem Solver: A well-structured thought process and approach
  • Process guru: Solid understanding of how to identify waste and lean out processes, know how to document processes and workflows, design future/to-be processes, have experience standardizing processes that vary between teams or locations
  • Change Leader: To be truly successful in this role, and at TELUS, you will need to be a master of change management, time management and the ability to manage shifting priorities
  • Innovator: Not tied to doing things the way they have always been done; always looking for new and better ways to do things
  • Compelling Communicator: Clear, concise and influential in all aspects of communication, including compelling storytelling and presentation, speaking, writing and editing
  • Information Guru: Transforming data into useable information leveraging strong analytical and critical thinking skills to discern for gaps and errors in data within a sea of information
  • Organizer: Excellent organizational skills including meeting agenda management, meeting minutes & action item designation & follow-up, with the ability to meet and exceed deadlines


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.