Team Mgr-Clinic Operations-TH

TELUS; Glasgow; On-site; GBP 65,000 - 90,000; Full time

Job summary

TELUS Health is seeking an experienced clinical professional to lead supervision, governance, and provider support across our national network. You will supervise, coach, and mentor clinicians, review complex cases, and help drive quality improvements in a hybrid healthcare environment.

Ideal candidates possess formal qualifications in counselling/psychotherapy/psychology, active accreditation with a recognized body, and at least five years post-qualification experience across in-person and

Qualifications

• Formal qualification in counselling, psychotherapy or psychology.
• Active accreditation with BACP, UKCP, or BPS.
• Clinical supervision qualification or certification.
• Minimum 5 years post-qualification counselling or psychotherapy experience across face-to-face and remote modalities.
• Formal training in Solution-Focused Brief Therapy (SFBT) or equivalent.
• Ability to assess complex clinical presentations and navigate safeguarding risks.
• Clear, professional communication handling sensitive escalations and confidentiality.

Responsibilities

• Manage provider helpline and resolve provider queries, mailboxes, and escalations.
• Review session extension requests and manage clinical case distribution.
• Monitor SLAs and caseload metrics.
• Navigate TELUS Health's case management systems and support ongoing system transitions.
• Conduct clinical case audits against TELUS Health standards.
• Assess high-risk clinical presentations and elevate concerns appropriately.
• Provide clinical supervision and coaching to affiliate practitioners.
• Support integration of two provider networks and harmonize audit standards.

Skills

Counselling

Psychotherapy

Clinical supervision

Risk assessment

Education

Formal counselling/psychotherapy/psychology qualification

Accreditation in good standing

Clinical supervision qualification

Tools

Case management systems

Healthcare IT systems

Job description

What will you do?

Day-to-Day Operations

• Manage provider helpline and resolve provider queries, mailboxes, and escalations
• Review session extension requests and manage clinical case distribution
• Monitor service-level agreements (SLAs) and caseload metrics
• Navigate TELUS Health's case management systems and support the team through ongoing system transitions

Clinical Auditing & Governance

• Conduct clinical case audits against TELUS Health clinical, ethical, and safeguarding standards
• Assess complex and high-risk clinical presentations; elevate concerns appropriately
• Ensure compliance with professional body requirements and regulatory standards
• Document audit findings and trends to inform organizational learning

Provider Coaching & Development

• Provide clinical supervision, coaching, and support to affiliate practitioners
• Mentor providers through challenging cases and professional development
• Build constructive, positive relationships with the provider network
• Contribute to quality improvement initiatives and clinical governance decisions

Strategic Initiatives

• Participate in the integration of our two provider networks - harmonizing audit standards, clinical governance processes, and quality frameworks
• Support organizational development and clinical policy updates

What you bring?

Must-Haves (Non-Negotiables)

• Professional Qualification: Formal qualification and professional background in counselling, psychotherapy, or psychology (accredited training program)
• Current Active Accreditation: Accreditation in good standing with a recognized professional body (BACP, UKCP, BPS, or equivalent)
• Clinical Supervision Qualification: Recognized Clinical Supervision qualification or certification (e.g., BACP Supervisor Accreditation, UKCP, or equivalent)
• Post-Qualification Experience: Minimum 5 years of post-qualification counselling or psychotherapy experience, across both face-to-face and remote (telephone/video) modalities
• Short-Term Therapy Expertise: Formal training and demonstrated practice in Solution-Focused Brief Therapy (SFBT) or equivalent brief intervention modality
• Clinical Risk Assessment: Demonstrated ability to assess and navigate complex clinical presentations, safeguarding concerns, and risk escalation
• Professional Communication: Clear, professional communication style; ability to handle sensitive escalations and complaints with diplomacy and confidentiality

Strongly Preferred

• Direct experience working in an Employee Assistance Programme (EAP) or healthcare provider network setting
• Experience delivering or managing Critical Incident Stress Management (CISM) or trauma support
• Familiarity with healthcare/NHS environments or occupational health settings
• Experience mentoring or coaching clinicians
• Basic data literacy and comfort with digital case management systems

A clinician who sees supervision as partnership, not policing—you coach and mentor practitioners toward better outcomes Comfortable with ambiguity and change; you can navigate system transitions and organizational integration without losing sight of clinical quality Empathetic and communicative; you build constructive relationships with providers and colleagues Detail-oriented about clinical standards and compliance, yet pragmatic about implementation Someone who balances clinical rigor with genuine care for the practitioners you support Collaborative; you value collective decision-making on complex issues while being confident in your independent clinical judgment

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.

To Liaise with our Affiliate counselling network and to case-manage all referred counselling cases ensuring counsellors are using appropriate clinical approaches in line with requirements of TELUS Health clinical quality standards; this will include advising on the management of complex clinical and risk issues. To provide excellent support to key contacts within client companies and corporations, including providing sensitive and confidential feedback and complaint resolution. To work effectively as part of the Provider Services Team to ensure TELUS Health clinical policies and procedures, and industry standards are adhered to.

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.

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.

Being part of the team at TELUS Health is more than a job; it's a career-defining experience. It allows you to do innovative and meaningful work with talented and collaborative teams. It's an opportunity to improve businesses and lives by building healthier, happier workplaces. And it's a chance to build genuine, long-term relationships along the way.

Find the support and encouragement to consistently push boundaries and deliver impactful solutions. Our collaborative culture means your ideas will be heard and your hard work will be rewarded. You will be leveraging our world-leading technology, products, clinical services and passionate team members to revolutionize access to health care and wellbeing, and drive remarkable experiences for the benefit of all the clients and individuals we serve around the world.

Talented people who care Coming to work each day is an opportunity. It's a chance for you to work with a multidisciplinary global team of nearly 10,000 smart and driven members whose passion for their work matches your own, resulting in helping create a healthier future for everyone.

Work that matters Make a difference in the lives of our clients and their employees every day - by providing meaningful solutions in more than 160 countries, that help people and businesses perform at their best by delivering both digital innovation and clinical services to improve total physical, mental and financial health and wellbeing across the full spectrum of primary and preventative care.