Bilingual Customer Service Representative (Canada remote role) – Day, Evening and Overnight Agent, 24/7/365

This is a 100% remote position - the full flexibility to work from home!)

WHO WE ARE :

As the world leader in virtual care, Teladoc Health is passionate about taking care of people. We have been providing care in Canada for over two decades to more than 9 million Canadians and 85,000 plan sponsors.

We deliver care across 190 countries (over 51 million members globally), living our mission to empower all people to live their healthiest lives by transforming the healthcare experience.

Levering digital technology, we provide whole-person care that spans every stage in a person’s health journey from wellness and prevention to acute care to complex healthcare needs.

Our Canadian team has doubled in size over the last two years, and our growth is expected to rapidly continue as we transcend the landscape of future healthcare.

POSITION SUMMARY :

The Customer Service Representative (CSR) position is pivotal in facilitating the initiation of Teladoc Health Canada cases related to one or more medical services offered, alongside supporting Telemedicine consultations, and assisting Teladoc Health members & patients.

Collaborating closely with internal teams, the CSR ensures the prompt and precise completion of cases / consults while striving for utmost member / patient satisfaction.

Leveraging their expertise in customer service and Teladoc Health services, they adeptly manage inbound and outbound calls, coordinate transfers to clinicians, schedule intakes and appointments, and consistently deliver top-tier service.

This role also includes handling and supporting crisis calls, ensuring appropriate response and management of members in distress.

Role and Responsibilities

• As a vital member of our team, you will play a pivotal role in delivering outstanding service to our members & patients, serving as the face of Teladoc Health with a commitment to professionalism and member / patient-centric engagement across various communication channels such as calls, emails, and chats.
• Respond promptly to inbound calls within the Member Service queues, ensuring a timely and efficient resolution of member / patient requests and services.
• Extract pertinent information to determine member eligibility and prescribe appropriate courses of action.
• Handle and support crisis calls, providing immediate and effective response to members in distress and following established protocols for crisis management.
• Collaborate seamlessly with clinicians and the case team, prioritizing case management / consults with a keen sense of urgency.
• Maintain meticulous case documentation in the relevant systems, ensuring clarity and completeness.
• Foster clear, concise, and effective communication with members, patients, clients, and management through both written correspondence and telephone interactions.
• Coordinate and schedule member / patient appointments as required.
• Collaborate with clinicians to facilitate pharmacy and prescription needs as necessary.
• Uphold the highest standards of quality and timeliness in all outgoing reports and communications.
• Adhere rigorously to PIPEDA rules and regulations, ensuring compliance with all parties involved in the process.

Join us in revolutionizing healthcare delivery and making a meaningful impact on the lives of our members & patients. Your dedication to excellence and commitment to compliance will be instrumental in our collective success.

Skill Requirements / Preferences

WE ARE SEEKING INDIVIDUALS WITH A UNIQUE BLEND OF SKILLS AND ATTRIBUTES TO THRIVE IN THIS DYNAMIC ROLE. THE IDEAL CANDIDATE WILL POSSESS :

• Exceptional empathy, actively engaging with members & patients, demonstrating a genuine understanding of their needs.
• Proficient navigation of multiple internal systems & web-based applications to facilitate the initiation of services within the Teladoc Health platform.
• A keen ability to adapt to new processes and thrive in a fast-paced work environment.
• Superior problem-solving capabilities and organizational acumen to address challenges effectively.
• Proficiency in articulating clear and concise call synopses, showcasing effective written communication skills.
• Outstanding telephonic communication abilities, enabling the clear and articulate explanation of complex concepts to our diverse member base.
• A proven track record of exceeding customer expectations, with a strong focus on swift and effective issue resolution.
• Exemplary organizational skills, adept at managing multiple competing priorities in a high-paced environment.
• The versatility to work both independently and collaboratively as part of a dynamic team.
• Comfort in proposing and implementing process changes to enhance the member experience, demonstrating a proactive approach to continuous improvement.
• Availability to work flexible shifts, including days, evenings, and overnights, ensuring comprehensive coverage to meet the needs of our members.
• If you embody these qualities and are ready to contribute to our mission of providing exceptional healthcare services, we invite you to join our team and make a meaningful impact.
• This role requires full flexibility for availability between Monday to Sunday, with all types of shifts (hours will vary) including day shifts, evening shifts, night shifts, and weekend shifts, as per the scheduling completed by management.

Education Requirements

• Minimum of 2 years college preferred
• 3 5 years’ experience working in a customer-oriented environment preferably in healthcare or pharmaceutical industries
• Experience in a call centre or support team
• Proficient using PC technology software programs such as Microsoft Word, Outlook, Excel
• Bi-lingual English and French, is a requirement

Why Join Teladoc Health?

A New Category in Healthcare : Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.

Our Work Truly Matters : Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.

Make an Impact : In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.

Focus on PEOPLE : Teladoc Health has been recognized as a top employer by numerous media and professional organizations.

Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.

Diversity and Inclusion : At Teladoc Health we believe that personal and professional diversity is the key to innovation.

We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.

Growth and Innovation : We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.

At Teladoc Health we thrive on difference and individuality. Teladoc Health is proud to be an equal opportunity workplace and is an affirmative action employer.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported.

We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve.

If you require an accommodation for any stage of the recruitment process / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please reach out to us at [email protected]