Client Service Manager II - TELUS Health

Description

Join our team

The Health Escalations Team requires a highly motivated and passionate client advocate. The team works with customers and internal stakeholders to address customer concerns.

This individual not only aids the client impacted but also drives change for continuous improvement to TELUS for all clients and team members going forward.

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

As a Client Service Manager you are an active listener, a professional and effective communicator, self-driven and decisive, able to command high-pressure situations while remaining neutral.

Your key objectives / deliverables for the first 12 months will be :

• To investigate and resolve escalated issues raised through our escalation process by end patients or clinics. The successful candidate will communicate with smaller clinics through to enterprise-scale clients (on a provincial level), the Client Service Manager will communicate with a broad spectrum of Health clients on a daily basis
• To work in collaboration with partner teams to identify the root cause of complaints that require complex in-depth investigation and determine resolution options
• To build and retain client loyalty by successfully negotiating innovative resolutions which successfully balance customer / TELUS Health interests that comply with Health / Government policies, where appropriate
• To work collaboratively with business partners and stakeholders to build strong inter / intra departmental relationships to continue to build an effective and efficient Health complaint management process

Here’s how

• Take ownership and resolve client issues efficiently through clear and effective verbal and written communications. Issues can be an Executive escalations, media threat, legal threat, patient risk, privacy breach, or situations where brand impact is at risk
• Effectively communicate client issues for root cause analysis to highlight and recommend key changes within operations, with the potential to assist or drive change for continuous improvement
• Speak directly with and address concerns for a broad spectrum of clients on a daily basis for TELUS Health-related issues
• Work effectively with the Executive Team at TELUS and TELUS Health, and 3rd party partners
• Track progress by documenting interactions, milestones and case updates in TELUS Health SalesForce
• Work collaboratively with internal TELUS Health stakeholders and business partners ( Business Escalations, BCX IM, Legal, Media and Senior Executive Leadership Team) outside of the Health Escalations Team to achieve resolutions that exceed client expectations while achieving TELUS Health goals and objectives
• Deliver superior client experience aligned with our Customers First initiative

Qualifications

You're the missing piece of the puzzle

Knowledge of and / or experience in the frontline (ie : Sales, Training, Support) environment, issues and resolution strategies.

Understanding defect support and procedures working with Development teams as well as service standards

• Sound knowledge of the TELUS Health organization, its responsibilities, its relationship to the Government and physician bodies ( Doctors of BC, CPSA, considering all products and services)
• To aid in investigation needs, working knowledge of EMR frontline processes and systems including Sales, Consulting, Projects and Help desk ( Salesforce, KCS)
• Ability to understand client issues, taking steps to articulate and create custom projects to support timely resolution, and be continuously self-driven to resolve
• Strong interpersonal skills and proven ability to develop highly effective relationships with all levels of management, peers, team members and customers
• Excellent negotiation and conflict resolution skills
• Strong presentation, oral and written communication skills
• Strong analytical skills and attention to detail
• Strong business acumen and aptitude for customer service excellence
• Proficient knowledge of PCs and PC-based programs and applications (G-Suite, SalesForce, Word, Excel, Outlook, PowerPoint, and SAP)
• Comfort working with contracts or government standards (PIAs, SLAs, Data and Trust)
• Must have the ability to work a variety of hours between the hours of 0700am 1900 PST and be available on-call evenings and week-end, as required
• Post-secondary education in Business / Management and / or equivalent work experience / education
• Previous Client Service Management and / or Escalation Management experience
• Demonstrated leadership success in a customer service environment
• Experience in successfully resolving escalated customer issues

Additional Desired Requirements :

Bilingual skills, ability to speak and write fluently in both English and French

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.