Description
TELUS Health Virtual Care is the leading Canadian virtual care platform; we are reimagining how healthcare can look differently benefiting both patients and providers.
TELUS Health Virtual Care connects more than 2 million Canadians across the country to our team of kind and knowledgeable primary care providers;
through our user-friendly app, our team of Registered Nurses, Nurse Practitioners, and Physicians can help patients get new and refill prescriptions, obtain specialist and lab referrals, and have their health questions answered - 24 / 7, across the country, in French and English.
In addition, our team of Mental Health Therapists provide one-on-one private sessions as well as providing disability management services.
At the core of our mission is a passion to improve the health experience for patients and providers, leading to better health outcomes for everyone.
We wake up every day with a single, simple question : how can we help more people? This question has united us more than ever during the COVID-19 pandemic, as we all rallied around this worthy cause.
Like the clinical service we deliver, our team culture values kindness, compassion, collaboration, and critical thinking.
We’re a tight-knit, supportive team that is connected by our common mission to do good in the world and make a positive, impactful difference in Canadian healthcare.
Our team and we’ll accomplish together
As a Team Manager, Care Coordinator Lead, you will be leading the Care Coordinator team which works in tandem with our clinical team to complete administrative tasks and follow-ups to provide comprehensive patient care.
As the team lead, you will be contributing to the daily tasks of the team.
Reporting to the Director of Operations, the Care Coordinator Team Lead will work closely with our clinical team of RNs, RPNs, MDs and NPs to provide optimal patient-centered care.
Working with multiple stakeholders, you’ll be presented with a fast-paced environment requiring constant organization while maintaining close attention to detail.
What you’ll do
- Oversee a team of care coordinators by providing training, guidance and professional development
- Ensure proper documentation is in place for all processes completed by the team. Work with the Director of Operations and clinical team to improve clinic operations and patient care
- Participate in the tasks required of the Care Coordinators as described below : Complete billing for appointments File and retrieve patient records Coordinate care for patients which may include booking follow-up appointments, notification of results, and assisting with other administrative requests Coordinate prescription clarification between clinical team and pharmacy Manage incoming calls and voicemails Conduct proactive care follow-up with patients as directed Manage outgoing referrals and ensure timely care for patients Manage incoming documents in the EMR.
Notifying patients of incoming labs, diagnostics, and referrals
- Ensure important issues and concerns are communicated appropriately and are properly addressed within an appropriate period of time
- Protect patient rights by maintaining confidentiality of personal and financial information
- Provide feedback, suggestions and participates in continuous process improvement
- Ensure protection of patient data accessed as part of job responsibilities
- Monitor internal systems for incoming requests from the clinical team and respond as required
- Pull weekly team metrics in order to monitor and evaluate the performance of team members, providing feedback and coaching as needed
- Address conflicts and issues within the team in a timely and effective manner
- Foster a culture of collaboration and teamwork within the team
- Creating work schedules that cover all necessary shifts and ensure adequate coverage during peak times
Qualifications
What you bring
- Pervious people management experience
- Bilingual in English and French
- Previous experience working with an Electronic Medical Record system or similar mandatory (please indicate which EMRs you are familiar with)
- Typing speed of 65+ wpm
- Previous Medical Office Assistant (MOA) training or medical office work experience mandatory
- Experience with medical terminology
- High comfort level with IT systems mandatory (Windows and Mac OS)
- Strong organizational and time management skills
- Being solution-oriented with a lead with yes mindset
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.
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