Administrative Coordinator

TELUS; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading healthcare technology firm in Toronto seeks a dedicated Clinical Operations leader to enhance patient engagement within the healthcare ecosystem. You will oversee administrative functions while requiring at least two years of leadership experience, excellent communication skills, and proficiency in Microsoft Office. Join a passionate team focused on improving health outcomes through technology.

Qualifications

• At least 2 years of experience in a leadership role.
• Ability to handle escalated calls and resolve issues.

Responsibilities

• Act as the first point of contact for Administrative Associates.
• Build daily schedules and monitor task progress.
• Provide feedback to leadership on operational performance.

Skills

Leadership experience

Communication skills

Technical aptitude

Attention to detail

Call handling and conflict resolution

Team player

Tools

Microsoft Office

G Suite

Adobe

Job description

Ready to help revolutionize healthcare for Canadians?

Our Team And What We’ll Accomplish Together

As a leader on the Clinical Operations team, you’ll be working alongside leaders in technology, physicians, medical experts, and a fun, hard-working group of HealthTech enthusiasts who are responsible for the roll out and operations behind TELUS Health MyCare.

You’ll get to learn the ins-and-outs of our technology and gain extensive knowledge of the Canadian healthcare system. You’ll also be a part of a national and global turn in innovation, as technology becomes integrated into our understanding of what it means to see a doctor right from your smartphone.

Our commitment: Better healthcare options for everyone. We are leveraging the power of technology to provide Canadians with better health outcomes. Connecting health teams, streamlining workflows, and empowering patients to manage their health are just some of the ways our digital solutions promote collaboration and efficiency.

What You’ll Do

We are looking for an enthusiastic, customer service minded individual who thrives in a collaborative, friendly and supportive environment. Join our team and help us shape the future of how Canadians engage with the healthcare ecosystem.

Here's How

• Act as the first point of contact and support for our Administrative Associate team. This includes troubleshooting, technical and patient inquiries
• Act as subject matter experts (SME) in MyCare processes by strategically rotating through all tasks on a regular basis
• Identify and assess customer needs to exceed expectations
• Actively contribute to a positive, engaging, and productive work environment
• Document and provide feedback to Associates
• Share reminders and best practices with Associates
• Build the daily schedule and assign Operations Team tasks
• Monitor and re-adjust tasks throughout the day based on business needs and service level agreements
• Monitor late arrivals and sick absence
• Liaise and provide daily feedback and summaries to the Clinical Operations leadership team on adherence and operational performance
• Deliver presentations, chair meetings, take minutes
• Respond to emails, direct messages and phone calls
• Manage and resolve escalated phone calls
• Triage incoming faxes and emails accurately based on Province and task
• Compile medical records for release to third parties or patients
• Provide refunds and generate receipts
• Submit incident reports
• Assist with projects or training within the MyCare team, as assigned
• Possess basic billing and TELUS Health product knowledge
• Other duties, as required

Qualifications

What you bring

• Minimum two (2) years’ experience in a leadership role
• Excellent written and verbal communication skills
• Proficient in Microsoft Office, Adobe & G Suite environment
• Technical aptitude and troubleshooting skills
• Superior call handling, conflict resolution and de-escalation skills
• Critical thinking and ability to remain calm in stressful situations
• A high degree of attention to detail and accuracy
• Ability to organize and prioritize tasks quickly
• An understanding of service level agreements (SLA) and KPIs
• A high level of professionalism, confidentiality and empathy
• Ability to navigate and lead change in a fast paced and emerging environment with ease
• A team player with a passion for excellence
• Accountability and a strong work ethic

Great-to-haves

• Private clinic, Dental clinic, Senior Citizen community living, Medical Office or Primary Care Medical Office supervisory experience
• Knowledge of medical terminology, experience handling medical records or physical charts
• Previous experience with CRM software, RingCentral, NICE
• Previous experience in project work
• Bilingual - French and English language skills

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.