Administrative Coordinator

TELUS; Toronto; On-site; CAD 55,000 - 70,000; Full time

Job summary

A healthcare technology company in Toronto is looking for a Customer Service Lead to join the Clinical Operations team. The ideal candidate will have at least two years of leadership experience, excellent communication skills, and a knack for resolving conflicts. This role involves engaging with healthcare professionals and providing exceptional support while shaping the future of healthcare in Canada. The company offers a collaborative environment and opportunities for professional growth.

Qualifications

• Minimum two (2) years experience in a leadership role.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office, Adobe & G Suite.

Responsibilities

• Act as the first point of contact and support for the Administrative Associate team.
• Identify and assess customer needs to exceed expectations.
• Liaise and provide daily feedback to the Clinical Operations leadership team.

Skills

Leadership

Communication skills

Conflict resolution

Attention to detail

Technical aptitude

Organizational skills

Tools

Microsoft Office

Adobe

G Suite

CRM software

Job description

Description

Ready to help revolutionize healthcare for Canadians

Our team and what well accomplish together

As a leader on the Clinical Operations team youll 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.

Youll get to learn the ins-and-outs of our technology and gain extensive knowledge of the Canadian healthcare system. Youll 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 youll 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.

Heres 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 PrimaryCare Medical Office supervisory experience
• Knowledge of medical terminology experience handling medical records or physicalcharts
• 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.