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Senior Client Services Representative - TELUS Health

TELUS

TELUS

This job is no longer accepting applications

See open jobs at TELUS.
Customer Service
Toronto, ON, Canada · Toronto, ON, Canada
Posted on Thursday, December 14, 2023

Senior Client Services Representative - TELUS Health

Location:

Toronto, ON, CA, M5J 2V5

Req ID: 37939
Jobs by Category: Sales and Marketing
Job Function: Marketing
Status: Full Time
Schedule: Regular

Description

Join Our Team

The TELUS Health Virtual Pharmacy team is seeking a detail-oriented, customer-driven service professional who thrives in a collaborative and fast-paced environment. Supporting an innovative new program at the TELUS Health Virtual Pharmacy, you are highly motivated, communicate effectively and care about putting our patients first.

What you’ll do:

  • Be the first point-of-contact for patient communications, handling interactions with care, compassion and a professional attitude
  • Manage the patient journey from end-to-end, by facilitating the onboarding, registration, and most importantly reimbursement navigation elements of this new program
  • Liaise as necessary with physician offices, other pharmacies and healthcare providers
  • Work effectively with our Pharmacy Management System to keep detailed patient records, and track the patient’s progress through this program
  • Collaborate with internal pharmacy operations stakeholders to meet customer needs
  • Work with the larger Virtual Pharmacy team to update and inform on program status and success points, and identify opportunities for improvement and process change
  • Develop as a Subject Matter Expert for the new program, providing effective resolutions for issues escalated to second or third levels of support
  • Assist in creating training programs and process documentation

Qualifications

The successful candidate must be a highly motivated self-starter with a can-do attitude. You must have the ability to efficiently manage and coordinate the end-to-end journey for a large number of patients. Key qualifications include:

  • Exceptional Customer Service: a proven history of providing top-notch customer care in challenging and fast-paced environments
  • Communication Skills: clear and concise ability to communicate with patients, as well as internal and external stakeholders
  • Operational Know-How: operate best practices in service delivery, customer care and conflict resolution
  • Problem Solving: resourceful approach to solving complex issues with sensitivity keeping the patient experience as the priority
  • Data Familiarity: ability to work with large datasets, familiarity with Google Sheets and Slides that are essential to tracking the program progress and success
  • Thrive on Ambiguity: ability to successfully and independently navigate through areas of gray
  • Love of a Fast Paced Environment: comfortable working and leading in a constantly changing, dynamic environment

Additional Requirements:

  • Undergraduate degree in Business, Health Sciences, Communications or other related fields
  • 3-5 years of experience in a customer service or service-oriented industry such as healthcare or insurance industries
  • Demonstrated knowledge of the pharmacy, benefits, and insurance landscapes (private insurance reimbursement navigation) is an asset
  • Experience in retail or specialty pharmacy (ex: Pharmacy Assistant, Technician) is an asset

Role is on-site at the East pharmacy location in Richmond Hill, ON.

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.

Salary Range: $52,000-$78,000
Performance Bonus or Sales Incentive Plan: 5%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. 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.

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.

Sales and Marketing

Help us, help our customers make a real connection

We are honoured to be recognized

$14.7 billion
TELUS’s annual revenue

$4.8 billion
The brand value that TELUS brings

12
Consecutive years our annual dividend payment has increased

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 Services Representative - TELUS Health

Location:

Toronto, ON, CA, M5J 2V5

Req ID: 37939
Jobs by Category: Sales and Marketing
Job Function: Marketing
Status: Full Time
Schedule: Regular

Description

Join Our Team

The TELUS Health Virtual Pharmacy team is seeking a detail-oriented, customer-driven service professional who thrives in a collaborative and fast-paced environment. Supporting an innovative new program at the TELUS Health Virtual Pharmacy, you are highly motivated, communicate effectively and care about putting our patients first.

What you’ll do:

  • Be the first point-of-contact for patient communications, handling interactions with care, compassion and a professional attitude
  • Manage the patient journey from end-to-end, by facilitating the onboarding, registration, and most importantly reimbursement navigation elements of this new program
  • Liaise as necessary with physician offices, other pharmacies and healthcare providers
  • Work effectively with our Pharmacy Management System to keep detailed patient records, and track the patient’s progress through this program
  • Collaborate with internal pharmacy operations stakeholders to meet customer needs
  • Work with the larger Virtual Pharmacy team to update and inform on program status and success points, and identify opportunities for improvement and process change
  • Develop as a Subject Matter Expert for the new program, providing effective resolutions for issues escalated to second or third levels of support
  • Assist in creating training programs and process documentation

Qualifications

The successful candidate must be a highly motivated self-starter with a can-do attitude. You must have the ability to efficiently manage and coordinate the end-to-end journey for a large number of patients. Key qualifications include:

  • Exceptional Customer Service: a proven history of providing top-notch customer care in challenging and fast-paced environments
  • Communication Skills: clear and concise ability to communicate with patients, as well as internal and external stakeholders
  • Operational Know-How: operate best practices in service delivery, customer care and conflict resolution
  • Problem Solving: resourceful approach to solving complex issues with sensitivity keeping the patient experience as the priority
  • Data Familiarity: ability to work with large datasets, familiarity with Google Sheets and Slides that are essential to tracking the program progress and success
  • Thrive on Ambiguity: ability to successfully and independently navigate through areas of gray
  • Love of a Fast Paced Environment: comfortable working and leading in a constantly changing, dynamic environment

Additional Requirements:

  • Undergraduate degree in Business, Health Sciences, Communications or other related fields
  • 3-5 years of experience in a customer service or service-oriented industry such as healthcare or insurance industries
  • Demonstrated knowledge of the pharmacy, benefits, and insurance landscapes (private insurance reimbursement navigation) is an asset
  • Experience in retail or specialty pharmacy (ex: Pharmacy Assistant, Technician) is an asset

Role is on-site at the East pharmacy location in Richmond Hill, ON.

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.

Salary Range: $52,000-$78,000
Performance Bonus or Sales Incentive Plan: 5%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. 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.

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.

Sales and Marketing

Help us, help our customers make a real connection

We are honoured to be recognized

$14.7 billion
TELUS’s annual revenue

$4.8 billion
The brand value that TELUS brings

12
Consecutive years our annual dividend payment has increased

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 detail-oriented, customer-driven service professional who thrives in a collaborative and fast-paced environment. Supporting an innovative new program at the TELUS Health Virtual Pharmacy, you are highly motivated, communicate effectively and care about putting our patients first.

What you’ll do:

  • Be the first point-of-contact for patient communications, handling interactions with care, compassion and a professional attitude
  • Manage the patient journey from end-to-end, by facilitating the onboarding, registration, and most importantly reimbursement navigation elements of this new program
  • Liaise as necessary with physician offices, other pharmacies and healthcare providers
  • Work effectively with our Pharmacy Management System to keep detailed patient records, and track the patient’s progress through this program
  • Collaborate with internal pharmacy operations stakeholders to meet customer needs
  • Work with the larger Virtual Pharmacy team to update and inform on program status and success points, and identify opportunities for improvement and process change
  • Develop as a Subject Matter Expert for the new program, providing effective resolutions for issues escalated to second or third levels of support
  • Assist in creating training programs and process documentation

Qualifications

The successful candidate must be a highly motivated self-starter with a can-do attitude. You must have the ability to efficiently manage and coordinate the end-to-end journey for a large number of patients. Key qualifications include:

  • Exceptional Customer Service: a proven history of providing top-notch customer care in challenging and fast-paced environments
  • Communication Skills: clear and concise ability to communicate with patients, as well as internal and external stakeholders
  • Operational Know-How: operate best practices in service delivery, customer care and conflict resolution
  • Problem Solving: resourceful approach to solving complex issues with sensitivity keeping the patient experience as the priority
  • Data Familiarity: ability to work with large datasets, familiarity with Google Sheets and Slides that are essential to tracking the program progress and success
  • Thrive on Ambiguity: ability to successfully and independently navigate through areas of gray
  • Love of a Fast Paced Environment: comfortable working and leading in a constantly changing, dynamic environment

Additional Requirements:

  • Undergraduate degree in Business, Health Sciences, Communications or other related fields
  • 3-5 years of experience in a customer service or service-oriented industry such as healthcare or insurance industries
  • Demonstrated knowledge of the pharmacy, benefits, and insurance landscapes (private insurance reimbursement navigation) is an asset
  • Experience in retail or specialty pharmacy (ex: Pharmacy Assistant, Technician) is an asset

Role is on-site at the East pharmacy location in Richmond Hill, ON.

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.

This job is no longer accepting applications

See open jobs at TELUS.