Team Manager - Clinic Operations

Intello Technologies Inc.; Montreal; Hybrid; CAD 70,000 - 120,000; Full time

Benefits offered by this job

3 weeks vacation

Flexible benefits

Pension plan

Share purchase program

Career growth

Job summary

TELUS Health in Montreal is seeking a Team Leader to supervise reception, medical office administration and operations, ensuring a smooth patient experience and efficient clinical workflows. You will lead a diverse team, recruit and train staff, schedule coverage, and coach for engagement.

The role requires a DEC with at least 7 years in customer service and 4 years in management, bilingual in French and English, and strong planning.

Qualifications

• College diploma (DEC) in a relevant field; a Bachelor's degree is an asset
• Minimum of 7 years of experience in customer service and 4 years in operations management and/or people management
• Bilingualism in French and English, both spoken and written, is essential
• Strong ability to work under pressure, with autonomy and planning skills
• Ability to understand and analyze organizational performance reports
• Strong knowledge of Microsoft Office (Google Workspace is an asset)

Responsibilities

• Lead customer experience initiatives and ensure high service levels
• Directly supervise reception, medical assistants, and coordinators
• Recruit, train, and develop staff; manage schedules and replacements
• Coach and recognize staff to foster engagement and retention
• Oversee daily operations and optimize processes; ensure quality standards
• Collaborate with other clinics to share best practices and drive change

Skills

Customer service

Operations management

People management

Bilingual French & English

Microsoft Office

Communication

Organizational skills

Data analysis

Education

College diploma (DEC) in a relevant field

Bachelor's degree is an asset

Tools

Google Workspace

Microsoft Office

Job description

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Status: Permanent, full-time (37.5 hours/week)

Schedule: Monday to Friday, daytime hours

Join Our Team and Let’s Achieve Great Things Together

Join a team dedicated to delivering superior service and ensuring a smooth and efficient patient experience. As a Team Leader, you will play a key role in supervising and engaging employees while optimizing processes to ensure outstanding service delivery. You will be responsible for the administrative teams, including reception, medical office administration, and coordination.

Here’s How

You will lead a team committed to delivering an exceptional patient experience while optimizing the efficiency of clinical operations. Your responsibilities will include:

Customer Experience and Satisfaction

• Maintain and strengthen a patient-focused culture and a high level of service
• Manage customer escalations and collaborate with internal teams to ensure the rapid and effective resolution of issues
• Ensure transparent, compassionate, and professional communication with patients

Team Engagement and Management

• Directly supervise the reception team, medical assistants, and operations coordinators
• Recruit, train, and support the professional development of employees
• Plan schedules and manage replacements based on operational needs and constraints
• Provide ongoing coaching, support, and recognition to foster employee engagement and retention

Process Optimization and Performance

• Oversee daily operations and ensure their smooth and efficient execution
• Implement and standardize best management and service practices, including customer satisfaction results, renewals, performance tracking metrics for the medical office, wait times, and other key performance indicators
• Ensure compliance with quality standards and operational excellence requirements
• Identify opportunities for continuous improvement and implement effective solutionsAct as a change agent in the implementation of new technologies and processes

Collaboration and Growth

• Work closely with managers from other clinics to share best practices and align operations
• Contribute to organizational growth by supporting effective and engaging change management initiatives
• Stay informed about industry trends and propose relevant innovations

Qualifications

You Bring

• College diploma (DEC) in a relevant field; a Bachelor's degree is an asset
• Minimum of 7 years of experience in customer service
• 4 years of experience in operations management and/or people management
• Bilingualism in French and English, both spoken and written, is essential
• Strong ability to work under pressure, with autonomy, resourcefulness, and a strong sense of urgency
• Responsible, highly organized, and excellent planning skills
• Ability to understand and analyze organizational performance reports
• Strong knowledge of Microsoft Office (Google Workspace is an asset)

Advanced English proficiency is required, as you will regularly be expected to communicate in English with external parties (e.g., clients, suppliers, or external partners), interact in English with internal parties (e.g., colleagues or stakeholders), and work in an English-language IT environment as part of the responsibilities associated with this position, which has a national scope.

Salary Range: $70,000-$120,000

Performance Bonus or Sales Incentive Plan: 0%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. 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, based on the role's requirements
• 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

Job Type: This is for a current vacancy

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.

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.