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(This is a 100% remote position – the full flexibility to work from home!)
***** The successful candidate must reside in Atlantic Canada *****
WHO WE ARE:
As the world leader in virtual care, Teladoc Health is passionate about taking care of people. We have been providing care in Canada for over two decades to more than 9 million Canadians and 85,000 plan sponsors. We deliver care across 175 countries (over 51 million members globally), living our mission to empower all people to live their healthiest lives by transforming the healthcare experience. Levering digital technology, we provide whole-person care that spans every stage in a person’s health journey from wellness and prevention to acute care to complex healthcare needs. Our Canadian team has doubled in size over the last two years, and our growth is expected to rapidly continue as we transcend the landscape of future healthcare.
POSITION SUMMARY:
The Atlantic Canada Customer Service Representative (CSR) role plays a vital role in facilitating Primary Care consultations and offering essential assistance to Teladoc Health patients. In this position, you will manage inbound calls, emails, and chats from Teladoc patients. Your responsibilities include connecting patients with doctors, assisting with patient registrations, verifying memberships, scheduling appointments, and addressing basic technical concerns from patients and providers, contributing to the seamless execution of healthcare services.
*** Flexible availability required ***
Role and Responsibilities
Deliver Exceptional Member and Patient Service: Provide exceptional service to patients, embodying Teladoc Health’s professionalism and patient-centric values through various communication channels such as calls, emails, and chats.
Ensure Timely and Quality Communications: Promptly respond to inquiries and requests through various communication channels, gather pertinent information, assess eligibility, and take necessary actions to fulfill member and patient service requests. Uphold the highest standards for the timeliness and quality of all communications. Address queries regarding prescriptions and other consultation-related matters promptly and effectively.
Schedule Labs Follow-Up Consultations: Schedule follow-up consultations for labs, sending required confirmation emails to the Nurse team. Manage critical lab follow-up consultations, anticipating requests received by phone and efficiently coordinating with the providers and nursing team.
Ensure Accurate Documentation: Maintain clear, concise, and thorough documentation in relevant systems to ensure accurate records of interactions.
Emergency Services Support: Provide support in emergencies by calling Northern911 for providers as needed.
Compliance with Privacy Regulations: Adhere to PIPEDA rules and regulations, safeguarding the privacy of personal information encountered in the course of interactions.
Other duties as required
Qualifications
- MUST reside in 1 of the Atlantic Canada provinces
- Minimum of 2 years college preferred
- 3 – 5 years’ experience working in a customer-oriented environment, preferably in healthcare or pharmaceutical industries
- Experience in a call centre or support team
- Proficient using PC technology software programs such as Microsoft Word, Outlook, Excel
- Demonstrate empathy and actively listen to members and patients.
- Ability to write clear and proficient call synopses.
- Excellent telephonic communication skills with the ability to explain concepts in a clear and articulate manner.
- Demonstrate ability to exceed customer expectations with a focus on issue resolution.
- Excellent organizational skills with the ability to manage multiple competing priorities.
- Ability to proficiently navigate multiple internal systems to support the initiation of services with Teladoc Health.
- Ability to learn new processes and adapt to changes in a fast-paced working environment.
- Superior problem-solving and organizational skills.
- Ability to work independently and as part of a team.
- Comfortable in recommending process changes to management to achieve a better experience for members.
- Preferred current location in Newfoundland and Labrador or Atlantic Provinces.
- Available to work all types of shifts – day, evening, overnight shifts (or other shifts) depending on the shift-bid and needs of the business; flexibility required
WHY JOIN TELADOC HEALTH?
A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.
Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.
Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.
Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.
Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.
Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.
At Teladoc Health we thrive on difference and individuality. Teladoc Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for any stage of the recruitment process / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please reach out to us at [email protected]
