Conseiller/Conseillère Clinique à la Clientèle Bilingue

LifeWorks; Montreal; Remote; CAD 40,000 - 80,000; Full time

Job summary

An innovative health and well-being provider is seeking a Clinical Customer Service Advisor to support clients in urgent situations. This role involves assessing needs, providing immediate assistance, and offering counseling through phone and chat. The ideal candidate will possess a clinical qualification in social work or psychology and be fluent in both French and English. Join a purpose-driven team dedicated to improving lives through technology and fostering a culture of innovation. Enjoy the flexibility of remote work, comprehensive health benefits, and opportunities for professional development in a supportive environment.

Benefits

Work remotely from home

All technical equipment provided

Comprehensive health insurance

Generous vacation policy

Paid professional development days

Wellness days

Clinical supervision provided

Qualifications

• Completed clinical qualification in social work or related fields.
• Fluency in both French and English is essential.

Responsibilities

• Provide consultation services for crisis intervention via phone.
• Assess client needs and offer telephone counseling.

Skills

Clinical qualification in social work

Fluency in French

Fluency in English

Risk assessment skills

Clinical judgment

Computer skills

Adaptability

Empathy

Listening skills

Education

Clinical qualification in counseling or psychology

Tools

Microsoft Office

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.

Position: Clinical Customer Service Advisor

Our Clinical Customer Service Advisor manages clients facing urgent or crisis situations requiring immediate attention via phone or chat. Taking care of our clients involves assessing their needs, evaluating risks, containing crises, supporting them through individual sessions, and providing necessary resources to guide them through their challenges.

Responsibilities:

1. Providing consultation services for managers or counseling/intervention by phone during crises to callers and their family members through their company's Employee Assistance Program (EAP).
2. Providing immediate assistance and support to clients requesting intervention for trauma or other workplace issues.
3. Responding to transfer requests from clients who wish to speak with a counselor during their initial contact.
4. Identifying the current issue and determining the appropriate level of intervention according to clinical best practices.
5. Assessing client needs and offering telephone counseling or scheduling appointments with a counselor.

Qualifications and Skills:

1. Completed clinical qualification in social work, sexology, clinical counseling, clinical psychology, or related clinical fields.
2. Fluent in both French and English.
3. Strong risk assessment skills concerning well-being and safety, including child safety, suicide/self-harm, substance use, domestic violence, etc.
4. Good clinical judgment and understanding of confidentiality responsibilities.
5. Strong work ethic and professionalism.
6. Ability to work via phone and chat.
7. Solid computer skills and proficiency with current software and applications (e.g., Microsoft Office).
8. Adaptability to changing client and organizational needs.
9. Ability to work in a dynamic environment and multitask as needed.
10. High empathy and listening skills.
11. Flexibility to work shifts, evenings, weekends, etc., as required by the organization.

Benefits:

• Work entirely remotely from home.
• All technical equipment provided.
• Comprehensive health insurance from day one.
• Generous vacation policy.
• Paid professional development days, wellness days, and more.
• Clinical supervision provided.

About Us

We are a people-focused, customer-first, purpose-driven team that works daily to innovate and make a positive impact. We improve lives through technology and foster a culture of innovation that empowers our team members to solve complex problems and create meaningful human outcomes in a digital world.

TELUS is committed to fostering an inclusive culture that embraces diversity. We ensure fair employment practices and consider all qualified applicants. We provide accommodations for applicants with disabilities during the recruitment process.

Note: In accordance with TELUS Health Solutions Data Center Security Policy, employment in roles requiring access to Data Centers or technology related to client service delivery is contingent upon passing a Personnel Security Screening conducted by the Government of Canada.

The health and safety of our team, customers, and communities are paramount. Therefore, all new hires at TELUS Health Care Centres must be fully vaccinated against COVID-19.

Note for Quebec candidates: If English knowledge is required, it is for regular interaction with external/internal parties or use of English applications/software.

By applying, you consent to sharing your information with TELUS Group of Companies’ Talent Acquisition team and relevant leaders involved in the selection process.