Team Manager - Clinic Operations

TELUS; Montreal (administrative region); On-site; CAD 65,000 - 95,000; Full time

Job summary

TELUS is seeking a Team Leader in Montréal, QC, to supervise reception, medical office administration and coordination on a 100% on-site basis. The role includes leading a team, recruiting and coaching staff, scheduling, and driving process improvements while ensuring a superior patient experience.

The ideal candidate has a DEC (or higher), 7+ years in customer service and 4+ years in operations/people management, with fluency in French and English.

Qualifications

• DEC in a relevant field is required; a Bachelor's degree is an asset.
• Minimum 7 years of customer service experience.
• 4 years of operations management and/or people management experience.
• Bilingual in French and English, both spoken and written, is essential.
• Strong ability to work under pressure with autonomy and urgency.
• Highly organized with excellent planning skills and ability to analyze performance reports.
• Proficiency with Microsoft Office; Google Workspace is a plus.

Responsibilities

• Lead a team across reception, medical assistants and operations coordinators.
• Recruit, train and support professional development of staff.
• Plan schedules and manage replacements based on operational needs.
• Coach, support, and recognize staff to boost engagement and retention.
• Oversee daily operations and ensure efficient, compliant service delivery.
• Standardize best practices, monitor wait times and KPIs, and drive improvements.
• Collaborate with managers from other clinics to share best practices and growth initiatives.

Skills

Bilingualism

Under pressure

Autonomy

Organizational skills

Communication

Education

DEC in a relevant field

Bachelor's degree (asset)

Tools

Microsoft Office

Job description

Description

Location: 600 boulevard de Maisonneuve Ouest, Montréal, QC H3A 3J2 – 100% on-site

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 solutions
• Act 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.