Bilingual Critical Incident Services Coordinator

LifeWorks; Vancouver; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading health and well-being provider in Vancouver is seeking a Critical Incident Coordinator. This role involves providing telephone intake services and managing client requests, requiring strong organizational skills and bilingual fluency in English and French. The ideal candidate should have customer service experience and the ability to manage crisis situations. This position offers flexible hours and a supportive work environment.

Benefits

Generous vacation policy

Flexible benefits plan

$700 well-being account

$5000 per year for mental health support

Pension plan with employer contributions

Volunteering day per year

Access to employee advantages and deals

Qualifications

• Minimum of two years of customer service experience with empathy.
• Ability to thrive in a fast-paced environment.
• Demonstrate strong organization and prioritization skills.

Responsibilities

• Provide telephone intake services and initial assessment of needs.
• Manage the team's inbox and respond to global requests via email.
• Assign appropriate service providers to client organizations.

Skills

Bilingual in English and French

Customer service experience

Strong organization skills

Ability to manage crisis situations

Attention to detail

Multitasking abilities

Education

Post-secondary or college degree

Job description

Overview

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

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 benefit plan that fits your individual and/or family needs, as of first day of employment;
• A 700$ 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.

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.

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.

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.