Bilingual Critical Incident Services Coordinator

TELUS Health; Montreal (administrative region); Remote; CAD 52,000 - 72,000; Full time

Benefits offered by this job

Vacation policy

Flexible benefits

Well-being account

Mental health support

Pension plan

Volunteer day

Inclusive culture

TELUS employee advantages

Job summary

TELUS Health is hiring a Critical Incident Coordinator remote in Canada to join the Critical Incident team. You will provide telephone intake, assess needs and urgency, assign service providers, and manage the team inbox with global email responses.

You must be bilingual in English and French, have 2+ years in customer service, and thrive in a fast-paced environment. Flexible scheduling includes days, evenings, weekends, and holidays.

Qualifications

• You hold a post-secondary or college degree.
• You are fully bilingual in English and French (oral and written).
• You have a minimum of two years of customer service experience and you demonstrate empathy.
• You are able to multitask and thrive in a fast-paced environment.
• You demonstrate strong organization and prioritization skills.
• You have the ability to manage crisis situations responsibly and professionally.
• You are able to work both autonomously, and collaboratively with your team.
• You have great attention to detail, excellent ability to multi-task at the same time and good decision-making skills.
• You have high level of resiliency amidst regular challenging situations.
• You have a positive, can-do attitude, embracing change as the Team pivots procedure to meet the changing needs of our Customers.
• Schedule: Team scheduling spans the hours of 7:00am-11:00pm EST, 7 days a week, 365 days a year. Flexibility to work any of the following shifts day, evening, weekends, & holidays, as assigned. Note: Shifts are assigned by role seniority. The majority of current needs are for the 3pm to 11pm shift.

Responsibilities

• As a Critical Incident Coordinator, you will provide telephone intake services, including the initial assessment of needs and urgency, and assign appropriate service providers to client organizations.
• Additionally, you will manage the team’s inbox and respond to global requests via email.
• By playing a crucial role in ensuring timely support to our clients, you will find this position to be exciting, fulfilling, and rewarding.

Education

Post-secondary or college degree

Job description

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Remote, Canada

Permanent, Full time

Our Team And What We’ll Accomplish Together

At TELUS Health, we’re committed to building the healthiest workplaces on the planet, which is why we offer organizations a wide range of services, including mental health support. The Critical Incident team is integral in providing support following workplace tragic or traumatic incidents. This team is on the front line in helping people and businesses across Canada.

You report to the Team Manager, Clinic Operations - Critical Incident , and work alongside a dedicated team of coordinators who are passionate about crisis response and client care.

What You’ll Do

As a Critical Incident Coordinator, you will provide telephone intake services, including the initial assessment of needs and urgency, and assign appropriate service providers to client organizations. Additionally, you will manage the team’s inbox and respond to global requests via email.

By playing a crucial role in ensuring timely support to our clients, you will find this position to be exciting, fulfilling, and rewarding.

How You Will Make An Impact

• You will answer phone calls from managers and HR representatives seeking support after workplace incidents;
• You will assign the appropriate service provider from our network and plan the intervention.
• You will help manage the team’s inbox and address global email requests.

What you bring:

• You hold a post-secondary or college degree;
• You are fully bilingual in English and French (oral and written);
• You have a minimum of two years of customer service experience and you demonstrate empathy;
• You are able to multitask and thrive in a fast-paced environment;
• You demonstrate strong organization and prioritization skills;
• You have the ability to manage crisis situations responsibly and professionally;
• You are able to work both autonomously, and collaboratively with your team;
• You have great attention to detail, excellent ability to multi-task at the same time and good decision-making skills;
• You have high level of resiliency amidst regular challenging situations;
• You have a positive, can-do attitude, embracing change as the Team pivots procedure to meet the changing needs of our Customers;
• Schedule: Team scheduling spans the hours of 7:00am-11:00pm EST, 7 days a week, 365 days a year. Flexibility to work any of the following shifts day, evening, weekends, & holidays, as assigned. Note: Shifts are assigned by role seniority. The majority of current needs are for the 3pm to 11pm shift.

Nice to have:

• Experience in a call center environment

Why join TELUS Health?

• A generous vacation policy to support work/life balance;
• A flexible benefitplan that fits your individual and/or family needs, as of first day of employment;
• A 500$ well-being account and $5000 per year for mental health support;
• A fast-growing and dynamic organization that likes to promote from within;
• A pension plan with generous contribution from the employer to help you reach your retirement goals;
• One volunteering day/year to support a cause that's important to you;
• A work environment that supports diversity and inclusion;
• Access to exclusive TELUS employee advantages and deals;
• Note for Quebec candidates: knowledge of English is required for this position because the holder 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.

Advanced knowledge of English is required because you will on a regular basis interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its international scope.

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.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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.

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.

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.