Process Improvement Consultant - TELUS Health

Description

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)

Qualifications

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