Team Manager - Virtual Care Operations - TELUS Health (Temporary)

Overview

TELUS Health Virtual Care (THVC), Canada’s leading Virtual Care platform, is reinventing healthcare across the country. At THVC, we believe in providing comprehensive, accessible, and patient-centered primary healthcare, delivered virtually and on-demand.

THVC is a virtual care platform that provides an instant connection to healthcare professionals.

Our virtual care practice is much more than a walk-in clinic. We understand that patients benefit from comprehensive, personal touch-based care that includes assessment, diagnosis, treatment, and ongoing support.

We also believe that proactive follow-up leads to better therapeutic outcomes through enhanced patient cooperation and deeper therapeutic relationships.

Accessibility : Patients can start a consultation with THVC on-demand, 24 / 7 / 365. They are promptly put in touch with a member of the medical team who can carry out a short symptom assessment and support.

Patients are then referred to a nurse practitioner or physician (Québec only) for further consultation. THVC prioritizes providing real-time access when and where patients need it.

Patient-centered care : Patients have access to their consultation history and clinical notes. True transparency between providers and patients allows for open communication and better adherence to agreed-upon care plans.

THVC medical team members work with patients to establish care plans that are relevant to them, based in their own community and focused on their unique situation and priorities.

Here's the impact you'll make and what we'll accomplish together :

We are looking for a passionate and dynamic individual to join our team and play a crucial role in positively impacting Canadians' ability to access healthcare.

As a Team Manager, you will support the Clinical Operations team, specifically the team of Care Assistants, and foster a performance-driven, highly engaged, and collaborative environment for your team to manage day-to-day patient communications and the patient intake process.

What you’ll do

As a Team Manager on the TELUS Health Virtual Care Team, you will :

• Foster a collaborative environment focused on delivering high levels of team member engagement
• Support, coach, develop, and mentor team members for both in-role quality assurance and next-role career growth
• Take ownership of your team's performance : drive objectives and measures to support team members and customer satisfaction while maintaining operational excellence and cost-effectiveness
• Collaborate with the Recruitment Team to help define and execute the proactive retention strategy
• Interlock with partner teams such as Operations Workforce Management, Performance & Analysis, and Product Ops to drive and implement initiatives
• Drive key initiatives and projects to enable team members to provide increasingly higher levels of service to patients
• Navigate and lead your team through change with a positive, can-do attitude as tools and processes continue to scale

What you bring

• Clinically licensed professional (Registered Nurse - RN, Registered Practical Nurse - RPN, or Nurse Practitioner - NP)
• Experience in healthcare or clinic operations
• Known for your people leadership and relationship-focused approach.
• Patient-focused approach, understanding that every decision impacts the patient and patient experience
• Recognized for your ability to manage change and take full responsibility for both personal and team actions
• Exceptional ability to drive results and foster a high-engagement culture
• A passion for continuous improvement, learning, and growth, with a desire to deliver exceptional results
• Flexibility to work evenings or weekends to support team members as needed
• High proficiency with Google Workspace (formerly G Suite) to enhance productivity and collaboration
• Experience working with CRM, EMR, and workforce management systems
• Demonstrate strong ability to effectively navigate, contribute, and manage a team in a virtual and remote work environment

Great-to-haves

Experience in call centers and / or field operations

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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