Bilingual Customer Support Representative – TELUS Health Virtual Care

Description

TELUS Health Virtual Care is reimagining health care in Canada.

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 3 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. 

 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. 

 TELUS Health Virtual Care aims to put virtual care in the hands of every Canadian. We help employees stay healthy and keep them performing at their best. Through virtual care, we  enable patients to access the care they need, from the location of their choosing, reducing unnecessary walk-in clinic or emergency department visits, and reducing exposure to infectious diseases.    
 
Like the care 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 the Canadian healthcare system and in the lives of each patient we support.

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

As a Customer Support Representative, you will be providing support to our customers and patients to ensure they are able to access our products and are satisfied with the services provided. 

Reporting to the Manager of Operations, the Customer Support Representative will work closely with our tech, client services, and product teams to resolve issues and provide feedback on frequently raised concerns. You are always listening to the customer and representing their voice to our cross functional teams. Working with multiple stakeholders, you’ll be presented with a fast paced environment requiring constant organization while maintaining close attention to detail. 

 Here’s how you will rock this role…

• Responding to customer questions, concerns, and requests via emails and live calls, in accordance with our service level agreements
• Escalating any product, service, or tech related issues to the appropriate team
• Working with the team lead to manage and update central documentation and resources on handling patient concerns and facilitating in the creation of FAQs, and other resource materials, as required
• Updating system eligibility records as required to ensure accuracy of the data
• Help patients activate and use their TELUS Health Virtual Care app
• Understanding and troubleshooting potential issues or concerns that may occur with new products or apps

Qualifications
You’re the missing piece of the puzzle

Knowledge/Experience

• 2-3 years of experience in customer facing role
• Bilingual in English and French 

Skills and Abilities

• Patience and tact in dealing with customer concerns
• Excellent written and verbal communication skills
• Confidence working with a variety of technology systems and teams 
• A hands-on learner that can navigate ambiguity, complex issues, and concepts
• Strong problem-solving, decision-making, and multi-tasking skills
• Grit and tenacity while maintaining a positive outlook
• A solution-based and innovative mindset  

 Within this role you will be required to support a 24/7 environment

#Li-Remote
 
Salary Range:  $55,000-$83,000
Performance Bonus or Sales Incentive Plan:  10%

Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more …

Please note that the compensation shown in the job posting is effective January 2023 and may be subject to change in 2024.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. 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. When you join our team, you’re helping us make the future friendly.

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 team members 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.

The health and safety of our team, customers and communities is paramount to TELUS.  Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.