Join our team!
The TELUS Health Customer Experience team is passionate about delivering a best in class customer experience to our valued clients. The CE team provides support to Pharmacy and Health Benefits Management professionals using omni channel strategies to include (inbound telephonic support, email, chat etc). Here's the impact you'll make and what we'll accomplish together!
As a Manager, Operations-Pharmacy and Health Benefits Managment, you'll support a group of front-line team managers, who are primarily responsible for the customer experience by way of their support and supervision of front line customer service intake team members within national operations. Team Managers have a dual responsibility of balancing to both operational and team support requirements, providing coaching, sharing support delivery expertise, and working in partnership with varied internal and external stakeholders to support delivery of support key performance indicators. As Manager, Operations-Pharmacy and Health Benefits Managment, you will enable our customers in the delivery of quality health care via development of strategy, identification and mitigation of operational gaps, integration of client support strategies, and team member development to support in achievement of best in class people and business performance outcomes.Here's how...
•Foster a diverse and inclusive, collaborative environment which focuses on delivering high levels of team member engagement and high performance.
•Proactively identify and integrate mitigation plans to support operational gaps, ensuring relevant updates to existing processes and procedures.
•Track and drive appropriate performance objectives and measures to support team member and customer satisfaction while maintaining operational excellence and cost effectiveness
•Drive key initiatives and projects to enable team members to provide increasingly higher levels of service to our clients
•Read, interpret and apply operational strategies to drive and achieve for contract specific performance requirements. Take ownership of customer support escalations, ensuring delivery and case closure
•Participate and serve as a departmental lead in internal and customer facing initiatives and escalations, taking ownership, defining solutions and gaining buy in.
•Develop strategy and operationalize plans to drive for team member performance improvement, elevate customer experience and create pathways for business profitability and growth.
•Lead and own all Incident Management requirements, to include triage of incident, representation on incident management processes to include collaboration with key partner teams (Legal, communications etc)
•Support, coach, develop and mentor team managers for both in role performance and next role career growth
•Work collaboratively with varied partner teams and stakeholder groups within a large matrix structure to support delivery of customer support outcomes with broader organizational success in mind.
•Read, design, analyze operational insights to drive for action in driving forward operational performance within business unit.
•Lead and or contribute to business planning meetings to include delivery of presentations, content development etc. Participate and contribute to Business unit capacity planning, strat check, budget analysis etc
•Contribute, build and or integrate departmental people plans in partnership with business unit director and people and culture business partner. Qualifications:You're the missing piece of the puzzle...
•3-5 years of experience leading 50+ employee workforce or equivalent experience
•Undergraduate degree in Health, Business or a related field
•Proven negotiation and relationship management skills
•Proven track record of driving exceptional results and creating high performance and high engagement cultures
•A passion for mentoring and developing people
•An analytical and data driven professional with a keen eye for the details
•An innate bias for action and driving results. Great-to-haves...
•Health Benefits and or Pharmacy education or experience
•ITIL Incident Management knowledge a benefit
•Experience leading contact center or digital health teams
•Experience leading remote teams A bit about us
Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. 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.
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.