Client Service Manager

Intello Technologies Inc.; North Vancouver; Hybrid; CAD 55,000 - 83,000; Full time

Job summary

A leading healthcare solutions company in Metro Vancouver is seeking a Client Service Manager I to deliver exceptional customer service to healthcare professionals. You will support clients in managing their Electronic Medical Records and ensure a seamless experience. The ideal candidate should have a strong commitment to customer service, excellent communication skills, and industry knowledge. Competitive salary and benefits including flexible work options are offered.

Benefits

Comprehensive total rewards package

Minimum 3 weeks of vacation

Flexible benefits plan

Career growth and development opportunities

Qualifications

• A deep commitment to delivering exceptional customer service.
• Clear, concise, and effective written and verbal communication.
• Exceptional interpersonal skills to maintain strong relationships.

Responsibilities

• Deliver best-in-class customer service and support.
• Support doctors and clinics in administering their EMR systems.
• Build relationships and ensure seamless customer interactions.

Skills

Customer First Approach

Exceptional Communication Skills

Expert Relationship Builder

Industry Knowledge

Problem Solver Extraordinaire

Education

Post secondary diploma or bachelor's degree

Tools

Salesforce

Job description

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Create awesome experiences for our customers.

Our team and what we’ll accomplish together

Are you the type of person who can't resist a good challenge? Do you believe that learning is an exhilarating journey, and your well-being matters as much as your career? If so, you're in for an exciting ride with the TELUS Health team!

At TELUS Health, we've created a workplace that thrives on curiosity, continuous learning, and, most importantly, fun! Our commitment to your well-being isn't just a promise; it's a priority. We know that a happy and healthy team brings out the best in everyone, and together, we're building a future that's not only friendly but downright fantastic.

What you’ll do

• As an integral part of the TELUS Health team, our Client Service Management squad is a passionate force dedicated to delivering best-in-class customer service and support
• Representing the TELUS brand, values, and promise, we take pride in positively impacting our clients' healthcare journey
• As a Client Service Manager I, you will play a key role in revolutionizing healthcare by passionately supporting doctors and clinics in administering their Electronic Medical Records (EMR) systems
• Ensuring Seamless Customer Interactions: In supporting doctors and clinics reliant on our EMRs, we prioritize the maintenance of their accounts
• Your role involves efficiently and attentively handling customer requests for account maintenance, encompassing updates, changes, and inquiries with care and precision
• Exceptional Customer Service: We don't just want customers; we want raving fans
• Your commitment to exceptional service will turn challenges into triumphs and inquiries into opportunities
• Relationship Building: Imagine being the go-to person for our clients, forging connections that are as strong as steel
• Your charisma and expertise will be the secret sauce in creating partnerships that endure
• Spirited Teamwork: Collaborate with cross-functional teams, such as technical support, billing, and operations, to address customer needs and resolve issues effectively

Qualifications

What you bring

• Customer First Approach: A deep commitment to delivering exceptional customer service is non-negotiable
• The Client Service Manager I should be dedicated to exceeding client expectations and fostering a culture of customer-centricity within the team
• Exceptional Communication Skills: Clear, concise, and effective written and verbal communication is paramount
• The ability to convey complex ideas both internally and externally is crucial for success
• Expert Relationship Builder: Exceptional interpersonal skills are a must
• The ability to cultivate and maintain strong relationships with clients, understanding their unique needs and challenges, is fundamental
• Industry Knowledge: An extensive understanding of the health industry, healthcare technology, or related fields is essential
• Knowledge of industry trends, regulations, and emerging technologies is a significant advantage
• Autonomous Administrative Proficiency: A demonstrated ability to efficiently handle paperwork and administrative tasks with minimal supervision, ensuring accuracy and timeliness
• Problem Solver Extraordinaire: The ability to navigate complex issues with finesse is crucial
• A Client Service Manager I should excel at problem-solving, turning challenges into opportunities for clients and the team
• Educational Background: A post secondary diploma or bachelor's degree in a relevant field is typically required
• Additional certifications in customer service, project management, or related areas are advantageous

Great-to-haves

• Adaptability to new technologies
• Experience in navigating organizational changes, ensuring minimal disruption to client services
• Previous experience with Salesforce and/or a TELUS EMR platform

Advanced knowledge of English is required, because you will, most of the time, interact in English with external parties (clients, suppliers, candidates, external partners, etc.), interact in English with internal parties (colleagues, internal partners, stakeholders, etc.), as part of this position's main responsibilities, given its national scope.

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.

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 opportunitiestodevelop your skills
• And much more …

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 memberwill 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.

Health

We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

21,166
Physicians using TELUS Health electronic medical records

140 million+
Health claims processed using TELUS Health solutions

Accessibility

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.