hero

Senior Client Service Manager - TELUS Health

TELUS

TELUS

Customer Service
Toronto, ON, Canada · Toronto, ON, Canada
Posted on Saturday, December 9, 2023

Senior Client Service Manager - TELUS Health

Location:

Toronto, ON, CA, M5J 2V5

Req ID: 37940
Jobs by Category: Health
Job Function: Health Solutions
Status: Full Time
Schedule: Regular

Description

Join Our Team

The TELUS Health Virtual Pharmacy team is seeking a highly organized and detail-oriented leader to join our team. As a Client Service Manager, you’ll leverage your business acumen and abilities to ensure the success of a new and innovative client program in our pharmacy. We are seeking an inspiring and forward-thinking individual who can motivate teams and continually improve how we deliver services to our customers.

What you’ll do:

  • Act as a trusted advisor and point of contact for our clients regarding their engagement with Virtual Pharmacy
  • Lead the implementation and management of a new client program supporting patients enrolling with our pharmacy, working closely with cross-functional teams on deliverables, work plans, and operations
  • Manage a team of highly skilled resources including performance management and development, facilitation of team meetings, escalation resolution and response
  • Liaise with internal stakeholders of the greater TELUS Virtual Pharmacy Team and Leadership Team to provide updates on this important initiative
  • Lead and mentor the individuals working alongside you to maintain a high-performance culture through recognition and coaching, change management best practices and the use of Fair Process principles to drive operational improvement
  • Support program governance, risk management plans and mitigation strategies to ensure all stakeholders are informed
  • Develop effective presentations, reporting and tracking of all program activities
  • Be a single point of contact for program success, with customer experience and patient experience at the core of your efforts
  • Ensure the program is meeting its KPIs by implementing and tracking appropriate performance metric and objectives and develop a plan-of-action in the event that these targets are not being met
  • Maintain operational, quality and financial effectiveness of the client program
  • Influence and shape the client success best practices of this team
  • Quickly develop relationships across the organization while contributing to a fun, collaborative and trusting work environment

Qualifications

The successful candidate must be a highly motivated self-starter with an engaging leadership style. You must have the ability to efficiently manage a fast-paced project and collaborate with the project team to ensure success. Key qualifications include:

  • Program Management Experience: a proven history of delivering large, complex programs
  • Strategic Mindset: ability to develop a strategic vision and lead the team through the duration of the program
  • People Leadership Skills: ability to leverage the leader/coach model to drive a high-performance team culture
  • Operational Know-How: operate best practices in service delivery, customer care and conflict resolution
  • Communication Skills: clear, concise and influential in all aspects of communication to various audiences and stakeholders, both internal and external
  • Data Familiarity: ability to work with large datasets, familiarity with Google Sheets and Slides essential to providing leaders with up-to-date views on the program status
  • Decisive Nature: ability to analyze data and KPIs to make decisions and problem-solve to align with the program’s vision
  • Thrive on Ambiguity: ability to successfully and independently navigate and lead through areas of gray
  • Love of a Fast-Paced Environment: comfortable working and leading in a constantly changing, dynamic environment

Additional Requirements:

  • 5-7 years of experience in client services or program management, preferably in Healthcare, Pharmacy, or Insurance landscapes, delivering complex initiatives from creation to implementation
  • Undergraduate degree in Business, Health Sciences, Communications or other related fields
  • Demonstrated knowledge of the pharmacy and insurance landscapes, or the Pharmacy Benefit Management (PBM industry and private insurance reimbursement navigation) is an asset
  • Relentlessly focused on our customers, anticipating their needs, thinking about how to create value for them through our products and services
  • Demonstrated analytical and problem-solving skills combined with well-developed communication and interpersonal skills
  • PMP designation is an asset

On-site role in at East Pharmacy location in Richmond Hill, ON with possibility of being hybrid over time.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.

Midpoint Base Salary: $105,000
Performance Bonus or Sales Incentive Plan: 15%

Actual total compensation can be above or below the listed pay, based on knowledge, skills, location, performance and experience. Depending on the position, the pay type is either hourly or salaried. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …

A bit about us

We’re a people-focused, 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.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. 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. When you join our team, you’re helping us make the future friendly.

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 team members 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.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

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.

Senior Client Service Manager - TELUS Health

Location:

Toronto, ON, CA, M5J 2V5

Req ID: 37940
Jobs by Category: Health
Job Function: Health Solutions
Status: Full Time
Schedule: Regular

Description

Join Our Team

The TELUS Health Virtual Pharmacy team is seeking a highly organized and detail-oriented leader to join our team. As a Client Service Manager, you’ll leverage your business acumen and abilities to ensure the success of a new and innovative client program in our pharmacy. We are seeking an inspiring and forward-thinking individual who can motivate teams and continually improve how we deliver services to our customers.

What you’ll do:

  • Act as a trusted advisor and point of contact for our clients regarding their engagement with Virtual Pharmacy
  • Lead the implementation and management of a new client program supporting patients enrolling with our pharmacy, working closely with cross-functional teams on deliverables, work plans, and operations
  • Manage a team of highly skilled resources including performance management and development, facilitation of team meetings, escalation resolution and response
  • Liaise with internal stakeholders of the greater TELUS Virtual Pharmacy Team and Leadership Team to provide updates on this important initiative
  • Lead and mentor the individuals working alongside you to maintain a high-performance culture through recognition and coaching, change management best practices and the use of Fair Process principles to drive operational improvement
  • Support program governance, risk management plans and mitigation strategies to ensure all stakeholders are informed
  • Develop effective presentations, reporting and tracking of all program activities
  • Be a single point of contact for program success, with customer experience and patient experience at the core of your efforts
  • Ensure the program is meeting its KPIs by implementing and tracking appropriate performance metric and objectives and develop a plan-of-action in the event that these targets are not being met
  • Maintain operational, quality and financial effectiveness of the client program
  • Influence and shape the client success best practices of this team
  • Quickly develop relationships across the organization while contributing to a fun, collaborative and trusting work environment

Qualifications

The successful candidate must be a highly motivated self-starter with an engaging leadership style. You must have the ability to efficiently manage a fast-paced project and collaborate with the project team to ensure success. Key qualifications include:

  • Program Management Experience: a proven history of delivering large, complex programs
  • Strategic Mindset: ability to develop a strategic vision and lead the team through the duration of the program
  • People Leadership Skills: ability to leverage the leader/coach model to drive a high-performance team culture
  • Operational Know-How: operate best practices in service delivery, customer care and conflict resolution
  • Communication Skills: clear, concise and influential in all aspects of communication to various audiences and stakeholders, both internal and external
  • Data Familiarity: ability to work with large datasets, familiarity with Google Sheets and Slides essential to providing leaders with up-to-date views on the program status
  • Decisive Nature: ability to analyze data and KPIs to make decisions and problem-solve to align with the program’s vision
  • Thrive on Ambiguity: ability to successfully and independently navigate and lead through areas of gray
  • Love of a Fast-Paced Environment: comfortable working and leading in a constantly changing, dynamic environment

Additional Requirements:

  • 5-7 years of experience in client services or program management, preferably in Healthcare, Pharmacy, or Insurance landscapes, delivering complex initiatives from creation to implementation
  • Undergraduate degree in Business, Health Sciences, Communications or other related fields
  • Demonstrated knowledge of the pharmacy and insurance landscapes, or the Pharmacy Benefit Management (PBM industry and private insurance reimbursement navigation) is an asset
  • Relentlessly focused on our customers, anticipating their needs, thinking about how to create value for them through our products and services
  • Demonstrated analytical and problem-solving skills combined with well-developed communication and interpersonal skills
  • PMP designation is an asset

On-site role in at East Pharmacy location in Richmond Hill, ON with possibility of being hybrid over time.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.

Midpoint Base Salary: $105,000
Performance Bonus or Sales Incentive Plan: 15%

Actual total compensation can be above or below the listed pay, based on knowledge, skills, location, performance and experience. Depending on the position, the pay type is either hourly or salaried. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …

A bit about us

We’re a people-focused, 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.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. 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. When you join our team, you’re helping us make the future friendly.

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 team members 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.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

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.

Description

Join Our Team

The TELUS Health Virtual Pharmacy team is seeking a highly organized and detail-oriented leader to join our team. As a Client Service Manager, you’ll leverage your business acumen and abilities to ensure the success of a new and innovative client program in our pharmacy. We are seeking an inspiring and forward-thinking individual who can motivate teams and continually improve how we deliver services to our customers.

What you’ll do:

  • Act as a trusted advisor and point of contact for our clients regarding their engagement with Virtual Pharmacy
  • Lead the implementation and management of a new client program supporting patients enrolling with our pharmacy, working closely with cross-functional teams on deliverables, work plans, and operations
  • Manage a team of highly skilled resources including performance management and development, facilitation of team meetings, escalation resolution and response
  • Liaise with internal stakeholders of the greater TELUS Virtual Pharmacy Team and Leadership Team to provide updates on this important initiative
  • Lead and mentor the individuals working alongside you to maintain a high-performance culture through recognition and coaching, change management best practices and the use of Fair Process principles to drive operational improvement
  • Support program governance, risk management plans and mitigation strategies to ensure all stakeholders are informed
  • Develop effective presentations, reporting and tracking of all program activities
  • Be a single point of contact for program success, with customer experience and patient experience at the core of your efforts
  • Ensure the program is meeting its KPIs by implementing and tracking appropriate performance metric and objectives and develop a plan-of-action in the event that these targets are not being met
  • Maintain operational, quality and financial effectiveness of the client program
  • Influence and shape the client success best practices of this team
  • Quickly develop relationships across the organization while contributing to a fun, collaborative and trusting work environment

Qualifications

The successful candidate must be a highly motivated self-starter with an engaging leadership style. You must have the ability to efficiently manage a fast-paced project and collaborate with the project team to ensure success. Key qualifications include:

  • Program Management Experience: a proven history of delivering large, complex programs
  • Strategic Mindset: ability to develop a strategic vision and lead the team through the duration of the program
  • People Leadership Skills: ability to leverage the leader/coach model to drive a high-performance team culture
  • Operational Know-How: operate best practices in service delivery, customer care and conflict resolution
  • Communication Skills: clear, concise and influential in all aspects of communication to various audiences and stakeholders, both internal and external
  • Data Familiarity: ability to work with large datasets, familiarity with Google Sheets and Slides essential to providing leaders with up-to-date views on the program status
  • Decisive Nature: ability to analyze data and KPIs to make decisions and problem-solve to align with the program’s vision
  • Thrive on Ambiguity: ability to successfully and independently navigate and lead through areas of gray
  • Love of a Fast-Paced Environment: comfortable working and leading in a constantly changing, dynamic environment

Additional Requirements:

  • 5-7 years of experience in client services or program management, preferably in Healthcare, Pharmacy, or Insurance landscapes, delivering complex initiatives from creation to implementation
  • Undergraduate degree in Business, Health Sciences, Communications or other related fields
  • Demonstrated knowledge of the pharmacy and insurance landscapes, or the Pharmacy Benefit Management (PBM industry and private insurance reimbursement navigation) is an asset
  • Relentlessly focused on our customers, anticipating their needs, thinking about how to create value for them through our products and services
  • Demonstrated analytical and problem-solving skills combined with well-developed communication and interpersonal skills
  • PMP designation is an asset

On-site role in at East Pharmacy location in Richmond Hill, ON with possibility of being hybrid over time.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.